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The Role of the artifacts in the service environments.
Transcript of The Role of the artifacts in the service environments.
in Service environments Uri Adan Sanchez Development concentrated
on the optimization of and processes of production. From manufacturing to the provision of information and services. 60% - 70% gross domestic product. Socalled tertiary sector WHAT IS A
SERVICE ENVIRONMENTS? Analytical and
Creative Service provision Oriented around designing human-machine interfaces. Parallels influenced when designing an experience. Perspective of clients. Effective
Distinctive Simultaneous definition of virtual and material aspects of the service Is the coordination of human-human and human-machine interfaces Is the design of experiences where functionality and emotionality are equally accounted. Erlhoff, M., B. Mager, and E. Manzini. 1997. Dienstleistung braucht Design. Neuwied: WHAT IS YOUR DEFINITION OF ARTIFACT? Tangible evidence of a service.
Is think interactions with product, space, service
or system as integrated with the dynamic aspects
of time and space.
Are the relation between human - "thing". Service Design Glossary By Live|Work Prepared by Lara Penin EXAMPLES HUMANS CAN BE AN ARTIFACTS IN
THE SERVICE DESIGN ENVIRONMENT ? ‘Service interaction design’ HOW ? UK Design Council survey of 1,500 firms. 2008 WHY ? Variation in understanding
what design is Consumption of services has traditionally occurred in the same place Think of a haircut, you can’t outsource that to China! Bruce Tether, Design for services edited by Lucy Kimbell and Victor P. Seidel More and more designers enter the field of service design potential impact? How fundamental assumptions link both directly and indirectly to artifacts and how artifacts are part of an organization’s culture 3 Decades Service design and organizational change: Briding the Gap between Rigour and Relervance. Sabine Junginger and Daniela Sangiorgi. 1990’s. Some methods were established Experience The Client The Supplier Useful
Desirable FUNCIONALITY EMOTIONALITY MATERIAL VIRTUAL HUMAN HUMAN MACHINE MACHINE SERVICE Service Design Project The role of Design in Manuf. & Serv. firms. MANUFACTURERS FINANCE & BUSINESS CONSUMER SERVICE It is integral to the
firm oprtation It has a significant role
to play It has a limited role
to play It has no role to
play at all 41% 35% 15% 9% 15% 18% 39% 28% 6% 15% 42% 37% Product differentiation and innovation. Manufacturers have to add more value. Design, design processes and design thinking Can make a significant difference to the development of new
and better services. Design tends to be what economists
call a complementary asset: the value of other assets ‘Service design intervention’ ‘Organisational transformation’ (ARTEFACTS & BEHAIVORS) NORMS & VALUES FUNDAMENTAL ASSUMPTIONS We can see how artefacts both express and manifest existing assumptions, values, norms and beliefs. ARTIFACTS & BEHAVIOR NORMS & VALUES FUNDAMENTAL
ASSUMPTIONS PRACTICES DANKE! VIDEO IN SPACES