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Designing for Resilience: Navigating Change in Service Systems
Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten. (IxS)ORCID-id: 0000-0002-8234-0652
2020 (Engelska)Doktorsavhandling, sammanläggning (Övrigt vetenskapligt)
Abstract [en]

Services are prone to change in the form of expected and unexpected variations and disruptions, more so given the increasing interconnectedness and complexity of service systems today. These changes require service systems to be resilient and designed to adapt, to ensure that services continue to work smoothly. This thesis problematises the prevailing view and assumptions underpinning the current understanding of resilience in services.  Drawing on literature from service management, service design, systems thinking and social-ecological resilience theory, this work investigates how service design can foster resilience in service systems. Supported by empirical input from three research projects in healthcare, the findings show service design can contribute to the adaptability and transformability of service systems through its holistic, human-centred, participatory and experimental approaches. Through the analysis, this research identifies key intervention points for cultivating service systems resilience through service design, including the design of service interactions, processes, enabling structures and multi-level governance. The study makes two important contributions. First, it extends the understanding of service systems resilience as the collective capacity for intentional action in responding to ongoing change, coordinated across scales in order to create value. This is supported by offering alternative assumptions about resilience in service.  Second, it positions service design as an enabler of service resilience by explicitly linking design practice(s) to processes that contribute to resilience. By extending the understanding of service systems resilience, this thesis lays the groundwork for future research at the intersection of service design, systemic change and resilience.

Ort, förlag, år, upplaga, sidor
Linköping: Linköping University Electronic Press, 2020. , s. 137
Serie
Linköping Studies in Science and Technology. Dissertations, ISSN 0345-7524 ; 2065
Nyckelord [en]
service design, service systems, resilience, value creation, systemic design
Nationell ämneskategori
Företagsekonomi Samhällsvetenskap Ekonomi och näringsliv Design
Identifikatorer
URN: urn:nbn:se:liu:diva-165087DOI: 10.3384/diss.diva-165087ISBN: 9789179298678 (tryckt)OAI: oai:DiVA.org:liu-165087DiVA, id: diva2:1428303
Disputation
2020-06-09, Ada Lovelace, B-Building, Campus Valla, Linköping, 13:15 (Engelska)
Opponent
Handledare
Forskningsfinansiär
EU, Horisont 2020, 992126Familjen Kamprads stiftelse, 302131Tillgänglig från: 2020-05-05 Skapad: 2020-05-05 Senast uppdaterad: 2020-05-11Bibliografiskt granskad
Delarbeten
1. Service design as a transformational driver toward person-centered care in healthcare
Öppna denna publikation i ny flik eller fönster >>Service design as a transformational driver toward person-centered care in healthcare
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2019 (Engelska)Ingår i: Service design and service thinking in healthcare and hospital management: theory, concepts, practice / [ed] Mario A. Pfannstiel, Christoph Rasche, Cham, Switzerland: Springer Nature, 2019, s. 1-18Kapitel i bok, del av antologi (Övrigt vetenskapligt)
Abstract [en]

Increasingly, healthcare systems around the globe are looking to transition toward person-centered models of care. However, how to effectively support this complex transition is not clear. Here we forward service design as a key driver to aid in catalyzing this transformation. In this chapter, we integrate literature on service design (SD) and person-centered care (PCC) to better understand how a SD approach can aid in the transition toward PCC. Synthesized from existing literature, this chapter offers a framework for transitioning from the biomedical model toward PCC, highlighting key changes across four dimensions: contexts, roles, processes, and outcomes. We then show the alignment between PCC and SD across these dimensions and elucidate how SD can help to catalyze related changes with the support of specific methods. In doing so, this chapter offers a guide for healthcare practitioners looking to use SD to support the transformation toward PCC and builds a platform for future research at the intersection of SD and PCC.

Ort, förlag, år, upplaga, sidor
Cham, Switzerland: Springer Nature, 2019
Nationell ämneskategori
Hälso- och sjukvårdsorganisation, hälsopolitik och hälsoekonomi Design
Identifikatorer
urn:nbn:se:liu:diva-165450 (URN)10.1007/978-3-030-00749-2_1 (DOI)9783030007485 (ISBN)9783030007492 (ISBN)
Projekt
SDIN, Service Design for Innovation
Forskningsfinansiär
EU, Horisont 2020, 992126
Tillgänglig från: 2020-05-04 Skapad: 2020-05-04 Senast uppdaterad: 2020-11-13Bibliografiskt granskad
2. Patterns of disruption: diagnosing response mechanisms in actor networks
Öppna denna publikation i ny flik eller fönster >>Patterns of disruption: diagnosing response mechanisms in actor networks
2020 (Engelska)Ingår i: ServDes.2020 Tensions, Paradoxes + Plurality Proceedings of the ServDes.2020 Conference, Linköping: Linköping University Electronic Press, 2020Konferensbidrag, Muntlig presentation med publicerat abstract (Refereegranskat)
Abstract [en]

Service and the contexts in which they occur are undergoing rapid. Failures associated with service also happen in increasingly complex, networked contexts. Such network configurations and exchange relationships are crucial mediators of value cocreation. Therefore, it is important to understand patterns of disruptions in service, and how actors influence possible failures through their participation, as it will impact value creation. This paper reports the results of an interview study conducted using a modified critical incident technique supported by design-driven generative tools. We identify eight patterns of disruption: request, query, hiccup, delay, mistake, flaw, breakdown and the unexpected. The paper also contributes a disruption ripple model, and identifies five tensions in responding to disruptions: competing priorities, dealing with difficult others, mismatching expectations, shouldering responsibility and reluctant assistance. The patterns of disruption provide a more nuanced way of understanding deviating incidents in service situations. The suggested ripple model allows conceptual exploration of focal service providing actor’s network activation when faced with disruptive situations. The identified tensions illustrate the underlying complexities in network relationships and how these tensions might affect the overall response to incidents. We argue that service providing organisations need to address the development of relationships to support beneficial value outcomes. This paper also methodologically contributes with a modified Critical Incident Technique augmented with a generative actor mapping activity.

Ort, förlag, år, upplaga, sidor
Linköping: Linköping University Electronic Press, 2020
Serie
Linköping Electronic Conference Proceedings, ISSN 1650-3686, E-ISSN 1650-3740
Nyckelord
SERVICE DESIGN, DISRUPTION RIPPLE MODEL, SERVICE FAILURE, CRITICAL INCIDENT TECHNIQUE, HEALTHCARE
Nationell ämneskategori
Design
Identifikatorer
urn:nbn:se:liu:diva-165457 (URN)
Konferens
ServDes.2020 Tensions, Paradoxes + Plurality
Forskningsfinansiär
EU, Horisont 2020, 992126
Tillgänglig från: 2020-05-04 Skapad: 2020-05-04 Senast uppdaterad: 2021-09-13
3. Discovering Service Variations through Service Prototyping
Öppna denna publikation i ny flik eller fönster >>Discovering Service Variations through Service Prototyping
2017 (Engelska)Ingår i: Design for Next: Proceedings of the 12th European Academy of Design Conference: Supplement of the Design Journal / [ed] Loredana Di Lucchio, Lorenzo Imbesi, Paul Atkinson, ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD , 2017, Vol. 20, s. S2247-S2257Konferensbidrag, Publicerat paper (Refereegranskat)
Abstract [en]

Designing services require embracing the variability that makes it unique. This paper investigates how the use of a service prototyping technique enables participants to explore the variations inherent in services. The video data are analyzed using qualitative content analysis and the articulated variations are abstracted as categories. The resulting categories are then mapped across the service logic framework and the corresponding provider, joint and patient spheres. This paper aims to contribute to research on service prototyping by augmenting the use of prototyping methods to gain an understanding of the sources and possibly types of variations in a particular service. It clarifies how prototyping a service allows people untrained in design to diagnose variations that may occur in a future service and the decision-making process in accommodating variation. Further, the knowledge gained enables improved value co-creation opportunities in a service.

Ort, förlag, år, upplaga, sidor
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD, 2017
Serie
DESIGN JOURNAL, ISSN 1460-6925
Nyckelord
Service Design; Service Logic; Service Prototyping; Variation; Value co-creation
Nationell ämneskategori
Design
Identifikatorer
urn:nbn:se:liu:diva-145264 (URN)10.1080/14606925.2017.1352741 (DOI)000419738000185 ()978-1-138-09023-1 (ISBN)
Konferens
12th International Conference of the European-Academy-of-Design (EAD)
Projekt
SDIN, Service Design for Innovation
Forskningsfinansiär
EU, Horisont 2020, 642116
Anmärkning

Funding Agencies|European Union [642116]

Tillgänglig från: 2018-02-21 Skapad: 2018-02-21 Senast uppdaterad: 2021-12-17
4. Perceived Action Potential: A strong concept in development
Öppna denna publikation i ny flik eller fönster >>Perceived Action Potential: A strong concept in development
2018 (Engelska)Ingår i: ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy / [ed] Anna Meroni, Ana María Ospina Medina and Beatrice Villari, Linköping: Linköping University Electronic Press, 2018, Vol. 150, s. 1162-1174Konferensbidrag, Publicerat paper (Refereegranskat)
Abstract [en]

Service encompasses multiple interaction processes among many different actors. Comprehending the subtleties of what drives actors resource integration activities could therefore be valuable when designing for service. However, these nuances are not necessarily always captured in early representations such as prototypes of service due to variation in individual interpretation of situations. This paper draws on strong concepts from interaction design as a generative intermediate-level form of knowledge, to conceptualise perceived action potential (PAP) as a strong concept through the use of illustrative examples. PAP refers to the subjective interpretation of an individualï¿œs (own) scope of action in new or unforeseen situations. This paper elucidates the implications of PAP for service design and suggests future research opportunities. In introducing strong concepts to service design, it also translates how strong concepts might be identified and subsequently constructed in service design research in order to aid practice.

Ort, förlag, år, upplaga, sidor
Linköping: Linköping University Electronic Press, 2018
Serie
Linköping Electronic Conference Proceedings, ISSN 1650-3686, E-ISSN 1650-3740 ; 150
Nyckelord
service design, strong concepts, perceived action potential, value co-creation, resource integration
Nationell ämneskategori
Design
Identifikatorer
urn:nbn:se:liu:diva-152005 (URN)9789176852378 (ISBN)
Konferens
ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy
Projekt
SDIN, Service Design for Innovation
Forskningsfinansiär
EU, Horisont 2020, 642116
Tillgänglig från: 2018-10-15 Skapad: 2018-10-15 Senast uppdaterad: 2020-09-15Bibliografiskt granskad

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