Digitala Vetenskapliga Arkivet

Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Designing for Resilience: Navigating Change in Service Systems
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering. (IxS)ORCID iD: 0000-0002-8234-0652
2020 (English)Doctoral thesis, comprehensive summary (Other academic)
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.

Place, publisher, year, edition, pages
Linköping: Linköping University Electronic Press, 2020. , p. 137
Series
Linköping Studies in Science and Technology. Dissertations, ISSN 0345-7524 ; 2065
Keywords [en]
service design, service systems, resilience, value creation, systemic design
National Category
Business Administration Social Sciences Economics and Business Design
Identifiers
URN: urn:nbn:se:liu:diva-165087DOI: 10.3384/diss.diva-165087ISBN: 9789179298678 (print)OAI: oai:DiVA.org:liu-165087DiVA, id: diva2:1428303
Public defence
2020-06-09, Ada Lovelace, B-Building, Campus Valla, Linköping, 13:15 (English)
Opponent
Supervisors
Funder
EU, Horizon 2020, 992126The Kamprad Family Foundation, 302131Available from: 2020-05-05 Created: 2020-05-05 Last updated: 2020-05-11Bibliographically approved
List of papers
1. Service design as a transformational driver toward person-centered care in healthcare
Open this publication in new window or tab >>Service design as a transformational driver toward person-centered care in healthcare
Show others...
2019 (English)In: Service design and service thinking in healthcare and hospital management: theory, concepts, practice / [ed] Mario A. Pfannstiel, Christoph Rasche, Cham, Switzerland: Springer Nature, 2019, p. 1-18Chapter in book (Other academic)
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.

Place, publisher, year, edition, pages
Cham, Switzerland: Springer Nature, 2019
National Category
Health Care Service and Management, Health Policy and Services and Health Economy Design
Identifiers
urn:nbn:se:liu:diva-165450 (URN)10.1007/978-3-030-00749-2_1 (DOI)9783030007485 (ISBN)9783030007492 (ISBN)
Projects
SDIN, Service Design for Innovation
Funder
EU, Horizon 2020, 992126
Available from: 2020-05-04 Created: 2020-05-04 Last updated: 2020-11-13Bibliographically approved
2. Patterns of disruption: diagnosing response mechanisms in actor networks
Open this publication in new window or tab >>Patterns of disruption: diagnosing response mechanisms in actor networks
2020 (English)In: ServDes.2020 Tensions, Paradoxes + Plurality Proceedings of the ServDes.2020 Conference, Linköping: Linköping University Electronic Press, 2020Conference paper, Oral presentation with published abstract (Refereed)
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.

Place, publisher, year, edition, pages
Linköping: Linköping University Electronic Press, 2020
Series
Linköping Electronic Conference Proceedings, ISSN 1650-3686, E-ISSN 1650-3740
Keywords
SERVICE DESIGN, DISRUPTION RIPPLE MODEL, SERVICE FAILURE, CRITICAL INCIDENT TECHNIQUE, HEALTHCARE
National Category
Design
Identifiers
urn:nbn:se:liu:diva-165457 (URN)
Conference
ServDes.2020 Tensions, Paradoxes + Plurality
Funder
EU, Horizon 2020, 992126
Available from: 2020-05-04 Created: 2020-05-04 Last updated: 2021-09-13
3. Discovering Service Variations through Service Prototyping
Open this publication in new window or tab >>Discovering Service Variations through Service Prototyping
2017 (English)In: 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, p. S2247-S2257Conference paper, Published paper (Refereed)
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.

Place, publisher, year, edition, pages
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD, 2017
Series
DESIGN JOURNAL, ISSN 1460-6925
Keywords
Service Design; Service Logic; Service Prototyping; Variation; Value co-creation
National Category
Design
Identifiers
urn:nbn:se:liu:diva-145264 (URN)10.1080/14606925.2017.1352741 (DOI)000419738000185 ()978-1-138-09023-1 (ISBN)
Conference
12th International Conference of the European-Academy-of-Design (EAD)
Projects
SDIN, Service Design for Innovation
Funder
EU, Horizon 2020, 642116
Note

Funding Agencies|European Union [642116]

Available from: 2018-02-21 Created: 2018-02-21 Last updated: 2021-12-17
4. Perceived Action Potential: A strong concept in development
Open this publication in new window or tab >>Perceived Action Potential: A strong concept in development
2018 (English)In: 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, p. 1162-1174Conference paper, Published paper (Refereed)
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.

Place, publisher, year, edition, pages
Linköping: Linköping University Electronic Press, 2018
Series
Linköping Electronic Conference Proceedings, ISSN 1650-3686, E-ISSN 1650-3740 ; 150
Keywords
service design, strong concepts, perceived action potential, value co-creation, resource integration
National Category
Design
Identifiers
urn:nbn:se:liu:diva-152005 (URN)9789176852378 (ISBN)
Conference
ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy
Projects
SDIN, Service Design for Innovation
Funder
EU, Horizon 2020, 642116
Available from: 2018-10-15 Created: 2018-10-15 Last updated: 2020-09-15Bibliographically approved

Open Access in DiVA

fulltext(6991 kB)1471 downloads
File information
File name FULLTEXT02.pdfFile size 6991 kBChecksum SHA-512
153b2a624dcf45d238044b1524404e88fe3437e27cbc7ddddaf8ebaff0773e445362cca944b2bdfd14b506003df1fd96ae3e24ad727c8e456ab9a51322d882d8
Type fulltextMimetype application/pdf
Order online >>

Other links

Publisher's full text

Search in DiVA

By author/editor
Rodrigues, Vanessa
By organisation
Human-Centered systemsFaculty of Science & Engineering
Business AdministrationSocial SciencesEconomics and BusinessDesign

Search outside of DiVA

GoogleGoogle Scholar
Total: 1487 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

doi
isbn
urn-nbn

Altmetric score

doi
isbn
urn-nbn
Total: 4066 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf