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  • 1.
    Vink, Josina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Region Värmland.
    In/visible - Conceptualizing Service Ecosystem Design2019Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    This thesis explores and advances the evolving understanding of service design in service research. The study problematizes the prevailing view of service design as the design of service offerings to improve customer experiences. My work shows that this popular narrative does not adequately account for the situated struggles of actors when doing service design. As such, a more processual, embedded, systemic, and embodied perspective of service design is needed. In response, this thesis draws from the service ecosystems perspective of service-dominant logic, integrating insights from institutional theory, systems theory and design theory, to examine service design from an alternative perspective. This inquiry is supported through empirical inputs from a para-ethnographic study of Experio Lab in Sweden, a qualitative analysis of service design methods, and ‘research through design’ experiments. Through systematically combining these empirical and theoretical inputs, this work challenges the underlying assumptions about service design. Based on the development of alternative assumptions, this thesis builds an extended understanding of service design that unabashedly situates actors and their bodies within the dynamic service ecosystems they seek to design. Through this study, I formulate an extended understanding of service design that is referred to as service ecosystem design. Service ecosystem design is defined as the intentional and collective shaping of social structures, and their physical enactments, in order to facilitate the emergence of cocreated value-in-context. This thesis presents a process model for service ecosystem design that reframes service design from an iterative, linear, and phased process, to an embedded and ongoing feedback loop. This feedback loop involves the processes of reflexivity, through which actors build awareness of existing social structures, and reformation, through which actors’ intentionally reshape social structures toward preferred value cocreation configurations. Based on this alternative view of service design, this research offers a set of design principles and experimental approaches to help practitioners acknowledge and leverage the situated nature of their practice. By extending the understanding of service design, this thesis has implications for broader conversations about design, service, and systems change, and provides a foundation for future research at this intersection.

  • 2.
    Vink, Josina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Manuscript: Making the Invisble VisibleManuscript (preprint) (Other academic)
  • 3.
    Vink, Josina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Manuscript: Service Ecosystem DesignManuscript (preprint) (Other academic)
  • 4.
    Vink, Josina
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Wetter-Edman, Katarina
    Örebro University School of Business, Örebro.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Reshaping mental models – enabling innovation through service design2018In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 30, no 1, p. 75-104Article in journal (Refereed)
    Abstract [en]

    Purpose: The purpose of this paper is to analyze how service design practices reshape mental models to enable innovation. Mental models are actors’ assumptions and beliefs that guide their behavior and interpretation of their environment. Design/methodology/approach: This paper offers a conceptual framework for innovation in service ecosystems through service design that connects the macro view of innovation as changing institutional arrangements with the micro view of innovation as reshaping actors’ mental models. Furthermore, through an 18-month ethnographic study of service design practices in the context of healthcare, how service design practices reshape mental models to enable innovation is investigated. Findings: This research highlights that service design reshapes mental models through the practices of sensing surprise, perceiving multiples and embodying alternatives. This paper delineates the enabling conditions for these practices to occur, such as coaching, diverse participation and supportive physical materials. Research limitations/implications: This study brings forward the underappreciated role of actors’ mental models in innovation. It highlights that innovation in service ecosystems is not simply about actors making changes to their external context but also actors shifting their own assumptions and beliefs. Practical implications: This paper offers insights for service managers and service designers interested in supporting innovation on how to catalyze shifts in actors’ mental models by creating the conditions for specific service design practices. Originality/value: This paper is the first to shed light on the central role of actors’ mental models in innovation and identify the service design practices that reshape mental models.

  • 5.
    Vink, Josina
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Region Värmland.
    Joly, Maíra Prestes
    Dipartimento di Design, Politecnico di Milano.
    Wetter-Edman, Katarina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. FoU i Sörmland.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Inland Norway University of Applied Sciences.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Changing the Rules of the Game in Healthcare Through Service Design2019In: Service Design and Service Thinking in Healthcare and Hospital Management / [ed] Pfannstiel M. A. and Rasche C., Switzerland: Springer, 2019, p. 19-37Chapter in book (Other academic)
    Abstract [en]

    Innovation in healthcare requires changing the institutional arrangements or whatare often referred to as “the rules of the game.” Such a change demands that actorsdo institutional work—intentionally creating, disrupting, and maintaining theentrenched ways of operating within the system. This chapter explores how servicedesign practices contribute to changing the rules of the game in healthcare byintegrating research on service design and institutional work. Based on a literaturereview, five characteristics of service design practices—multidisciplinary, experiential, participatory, experimental, and reflective—are highlighted and linkedto the antecedents of institutional work. Illustrative examples of service designprojects from Experio Lab, an embedded service design group in the Swedishhealthcare system, are used to contextualize the findings. In doing so, this chapterprovides a clear rationale for how service design practices enable innovation inhealthcare and offer insights for healthcare practitioners interested in workingtoward institutional change through service design.

  • 6.
    Vink, Josina
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wetter-Edman, Katarina
    Örebro university.
    Aguirre, Manuela
    Oslo School of Architecture and Design, Norway.
    Designing for Aesthetic Disruption: Altering Mental Models in Social Systems through Designerly Practices2017In: Design journal, ISSN 1460-6925, E-ISSN 1756-3062, Vol. 20, no sup1, p. S2168-S2177Article in journal (Refereed)
    Abstract [en]

    Amid all the excitement about transforming social systems through design, there remains a lack of understanding about what design can uniquely offer to support this change. This conceptual paper contributes to the discussion by integrating research on design and systems thinking to develop the concept of aesthetic disruption, highlighting its connection to the alteration of mental models in social systems. With support from empirical illustrations of aesthetic disruption in the context of healthcare, we identify four core components of designing for aesthetic disruption: engagement of the senses, experience of dissensus, exposed assumptions, and reflexive actors. In doing so, we bring aesthetic knowledge to the fore of what design can contribute to social systems transformation and lay the foundation for further research and practice related to aesthetic disruption.

  • 7.
    Wetter-Edman, Katarina
    et al.
    Gothenburg University.
    Vink, Josina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Experio Lab, County Council of Värmland, Karlstad, Sweden.
    Blomkvist, Johan
    Linköping University.
    Staging aesthetic disruption through design methods for service innovation2018In: Design Studies, ISSN 0142-694X, E-ISSN 1872-6909, Vol. 55, p. 5-26Article in journal (Refereed)
    Abstract [en]

    Within the discourse connecting design and innovation, there has been a growing emphasis on the importance of cognitive processes in relation to design methods. However, the over-emphasis on cognition fails to clearly identify the triggers of change necessary for service innovation. In response, this article draws on classic American pragmatism and service-dominant logic to highlight the underappreciated role of actors' bodily experiences when using design methods for service innovation. The authors of this paper posit that design methods stage aesthetic disruption, a sensory experience that challenges actors' existing assumptions. In doing so, the use of design methods can lead to destabilizing the habitual action of participating actors, helping them to break free of existing institutions and contribute to service innovation.

1 - 7 of 7
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