This project has been a first attempt by the student to use service design in a real project. The problem was that in the health care today exists big problems due to bacteria and viruses such as winter vomiting disease strikes entire wards and forces the hospitals to close them which in turn causes huge financial loses. Winter vomiting disease is highly contagious and all it takes is someone to forget to wash his or her hands properly for the virus to spread to the entire ward.

In this project service design methodology has been used to find out why contagious infections exist on the orthopedic clinic at Central hospital in Karlstad and also what can be done to improve hand hygiene and reduce the risk for further spread of contagious infections at the orthopedic clinic.

Observations were made at the clinic from the view of patients, nurses and doctors. Service design methods such as customer journeys and desktop walkthroughs were used to visualize patients’ journeys and create solutions together with doctors and nurses to create the possibilities for better hand hygiene.

The result was a concept that increases the visibility of the hand rub stations and a proposition on how these stations shall be positioned at the clinic.

The name “To do an Albin” was coined due to the field studies that were done at an orthopedic clinic by one of the projects contacts at Värmland County Council.

Research was also made into how service design has been part of health care development both nationally and internationally, and how service design can contribute to better health care.

Employer has been Tomas Edman at Innovationsslussen Vivan.

The work was made in the course Degree Project for Degree of Bachelor of Science In Innovation and Design Engineering (MSGC12) at the University of Karlstad. Monica Jacobsson has supervised the project and Fredrik Thuvander has been examiner. 

Through interviews, research, observations and the use of service design methods the author of this report, Jenny Annebäck, executed a Minor Field Study within the field of recycling of PET bottles in Uganda. The project work resulted in thorough studies of service design thinking and methodology, sustainable development, the market and situation in Uganda as well as the consumer group concerned about sustainable development. The result was a pre-study of a future development of a recycling service, visualized through two stakeholder maps, personas and a customer journey map. These three tools constitutes a beginning and a solid ground for further work with developing the service. A service that can contribute to a more sustainable development in the country of Uganda. In the report, examples are stated how to continue with the project as well as how it can be applied in other developing countries.

The project work of this Minor Field Study(MFS) lasted from November 2011 until June 2012, as a degree project of 22,5 ECTS credits for the Degree of Bachelor of Science in Innovation and Design Engineering at Karlstad University. The MFS program is organized by the Swedish International Programme Office for Education and Training and financed by the Swedish International Development Cooperation Agency, enabling graduating students to perform a thesis in a developing country.

Jenny Annebäck spent the first two months of the project time in Jinja, Uganda, together with her project partner Olga Sabirova Höjerström, both students at Karlstad University. The two project group members performed this Minor Field Study together with Sarah Keller, industrial designer and general manager at Uganda Innovation Factory(UIF). UIF is a product and graphic design company situated in Jinja, working with local designers to encourage Ugandan design and production for the global market. The supervising teacher of this project has been Monica Jakobsson and the examiner professor Fredrik Thuvander, both belonging to the Faculty of Technology and Science at Karlstad University. 

This report contains a developing project about a future indoor sport center. The project should provide inspiration on how to shorten set-up times between different sports. The client for the project is the municipality of Karlstad and the project is a thesis for the Bachelor of Science in Innovation and Design, 2015.

The Municipality of Karlstad feels that today's accommodations are not used as desired and they find it difficult to get in many different sports under one roof.

The main goal of the project was to reduce the set-up times between different sports. As a second goal, all the ideas that came up during the project were gathered, drawn and displayed in an idea bank, to provide further inspiration. The third goal was to make a model to visualize the solutions of a future sports hall.

The dimensions 90x55 was used to allow maximum dimension of the model in the thesis. The facility was suggested by the municipality to be divided into two parts, where one side was for ball sports and the other for physical education and martial arts. Focus of the project became the part of physical education and martial arts, since that area currently is the least developed.

The project is based on interviews and field trips to sport facilities. This was the main contribution towards the creation of the model. A model helps to gain understanding and visualizes how the proposed solutions and ideas would work.

The final model shows solutions that allow more types of gymnastics with for example jumping pits and trapezes integrated underneath the sport accommodations floors. Dancing mats can be rolled out mechanically to reduce muscular use. Another solution that also reduces muscular use is a tool-treadmill running over half the facility. Martial arts are located on top of the flexible floors but also under the floor just like the trapeze does. All solutions are designed to operate by the press of a button.

The thesis has followed the product development process. By benchmarking and interviews, the model evolved to the needs of the users desires. The inspiration that the municipality wished to get is considered fulfilled by the model and the idea bank. 

The design process strength as the basis for developing environment and activity is a project on a design and engineering approach using its methods and tools working on several parts as a basis for developing and creating a removable overall concept. The project is performed on behalf of Designservice in Karlstad, where the end customer is the Beachcenter Varamobaden.

Beach Center Varamobaden is located in Motala and will be the starting point of a number of activities such as windsurfing, stand-up paddling and kayaking. In addition to activities Beachcenter also wants to offer their customers a restaurant that reflects their vision and events, which welcomes everyone just as they are. Study and formulate Beachcenter's vision and then implement it in the restaurant's layout and infrastructure based at the owner's vision, but also from a customer perspective.

The feasibility study involves the elements that can create the searched vision. Advancement in the subjects trademark and color theory has been made, a number of different analyzes and several interviews with, among others a design and communications agency focused on the work process.

A functional analysis summarizes all the sub-functions that should be included on Beachcenter, but also shares the concept into less graspable parts. Based on function analysis, the project has initially been divided into two parts; In House is the first part and has focused on the visual concept. The second part is about the customer experience at the Beachcenter. While working with the customer experience nevertheless identified a key touch point that became the starting point for a third part in the koncept, which involves developing a module bar becoming a center at the Beachcenter.

Surf style, retro, healthiness, fellowship, activity and relaxation are some of the words that must imbue the concept. Various evaluation methods have been used to get the final concept to match the client's vision as well as possible.

The completed parts of the In House part is color scale , pattern and fonts that have been applied to various products in the concept but also has been anchored in the restaurant as the opening ceremony on April 30 was completed. The customer experience has been summarized in an overhead view of Beachcenter where module bar is a major center for direct contact between the customer and the staff at the Beachcenter. Module bar has become a prototype and can easily be stored, moved and assembled at Beachcenter.

With a brand identity, which is a summary of the results obtained during the project, Beachcenter at any time can develop the concept where it is located today, but also easily move or expand their business with the security that the same vision and feel can be created there.

The project is executed along with the course “Degree of Bachelor of Science in innovation and design engineering”. The course takes part at the faculty of Health, Science and Technology at Karlstad University. The employer is in the coffee industry with a focus on the professional market. The company wishes to complete its product range with a new unit for the coffee industry. The technology behind the aid has already been developed by the company, of which the bachelor thesis concerns the design and construction of the product. By agreement with the company, the product's function will not be exposed in the report.

The work follows the design process from start to finish including a project plan, pre-study, product specification, concept generation, configuration and prototype development. A large part of the work relates to the pre-study that has been conducted. The study is divided into two branches, one of which aims to chart the process of product development. The second purpose of the study is to answer how the product can be designed to reflect the company brand, current trends, human ergonomics and the cognitive understanding of the user. The pre-study does also aim to chart which stakeholders should be considered when developing the product. The process has been adapted to the fact that the product's function cannot be exposed to people who are not in direct contact with the project. As the product is new in the product range it does also lack precursor and known users. Due to these facts the company itself has had a very high influence in the decision making of the product´s final design. Therefore, trend and user analyses have been performed to broaden the understanding of the need that will be posed by the actual user.

The final concept is a suggestion of how an exclusive variant of the unit may look. Potential end users of the product are almost everyone in the coffee industry, where the spectrum extends from waiters to the more skilled technician at a vending company which means that the unit will be used from once a year to each day. Thus, the design of the product is held simple to ease the cognitive understanding of the product regardless of user. The main materials in the product are aluminium and wood. The size of the device is selected to be ergonomically easy to handle and grip. The dimensioning is also motivated by the thought of giving a solid and stable expression. Complementary to the product a box has been developed to easy transportation of the product.

The development of this type of product requires an understanding that the product does not work alone but acts in a context. In addition to its function, it acts as a service both for operator and customer by generating a certain type off experience. Today´s coffee and barista industry offer more than just receiving a cup of coffee, where identity and trends are important in addition to the taste of the cup itself.

This report is a documentation of Ina Grytings project for a bachelor’s thesis in innovation technology and design at Karlstad University. The project is commissioned by Orthex group AB with the aim of creating the shoe storage of the future. It approached by using traditional product development methodology and the design process. Orthex group is an international company that focuses on consumer products made from injection molded plastic. They made a survey together with TNS Sifo which showed that regardless of the type of housing, people today have problems with their shoe storage.

As previously mentioned, surveys show that most people find some kind of problem with their shoe storage, but the needs differ. Therefore, the goal was to create a proposal for a solution for shoe storage that fits most shoe sizes and models. Based on user surveys, the most essential needs were established in and created a concrete requirement specification together with the company's previously set goals and pre study. The requirement specification formed the basis for upcoming work in the form of concept development.

In order to develop concepts, idea generation was used together with a focus group. With support in different creativity methods, the group came up with good ideas. The ideas could then be refined and valued based on the requirement specification. Based on the valuation, two concepts were presented to the client who considered one of them to be valuable for further work. The final concept was developed using sketches, cardboard and CAD models.

The project received a setback as it was shown that some sub-functions could not be injection molded. A plastics expert was therefore contacted to discuss ideas for adaptation to the manufacturing method. This gave successful results and the concept was completed within the time frame.

Transformative service design is dominated by expert-driven design solutions which, as is evidenced in the current context of alcohol education, might not successfully capture user needs. Responding to the call for exploring possible alternatives to conventional design approaches, this study investigates how users can be involved through co-design and what contributions they can make during this process. A six-step co-design process was used to collect and evaluate the qualitative data. Findings show that the recruitment and facilitation stages are key to the success of co-design sessions. Additionally, it was found that the user-designed programs differed from previously expert-designed programs, namely in terms of the delivery platforms used, duration of the program, and the level of adolescent involvement. Ultimately, the study shows that co-design, if fully utilised and users are empowered to contribute actively, can allow for the design of transformative services that are more aligned to the specific user needs.

During the spring semester 2013, the project “Mounting solution for bed lift system“ has  been performed in the course Bachelor’s thesis for degree of Bachelor of Science in Innovation and Design Engineering (MSGC12) at Karlstad’s University. The project was performed in cooperation with ComfortSystem Scandinavia AB, a company that develops and markets products in the area of beds for health care. The aim of the project was to find a new mounting solution for a bed lift system. The product is an adjustable lift that can be applied to an ordinary bed by installing mounting brackets.  The purpose of the project was to develop a mounting solution that would be applicable to a wider range of bed types.  In addition, the solution would also allow an improved applicability of the accessories comprising Comfort System’s assortment, that previously only been applied on health care beds. The company ambition of mounting bed lift and accessories to regular beds is to reach a broader segment of customers, thus increasing the sales.

This project follows the methodology recommended for the product development process. The process is iterative and characterizes problem solving and user customization, and includes life cycle perspective of developing a new product.  The starting-point of the project was to identify customers’ requirements. Interviews were made with four different target groups comprising, technicians, ordinators, caregivers and patients (users). The study about the user was supplemented with analysis in ergonomics, semantics and the environmental impact of products.  Creative methods were used to find solutions. Accordingly, the solutions were evaluated through the assessment of systematic matrixes for decisions, and reconciliations with the employer.

The final selection of the concept consist a gadget for attachment, and a frame for accessories.  The concept is a flexible modular solution that can be used with or without the possibility of mounting accessories. Due to the possible variations of height and width, the module is adapted to fit a broader range of beds. The frame for accessories can be added to the product afterward. The solution is customized, thus it allows for the opportunity to secure different facilities to the bed. With the new solution, the assembly has become both easier and more understandable to implement, because the fact that accessories nowadays can be fixed by a new secure mounting method with measured spaced for accessories. In addition, the solution provides the user with more freedom in designing the bed in the way that fits their personal environment. The new solution for mounting have fewer steps for assembly than previous solution, the ergonomic for technicians who install the product has also been improved. 

To reach a final product, an evaluation and testing of the proposed concept required, thus a prototype must be made. When the project has been completed, the progress and results of the project are to be handed over to the employer at Comfort System.

3temp har i dagsläget ett mindre utbud av noggrant utvalda, högkvalitativa kaffemaskiner. Deras ambition med projektet har varit att bredda deras utbud, detta genom att ta fram ett koncept av en kaffekvarn som skall ge 3temp en möjlighet att täcka en större del av kaffemarknaden. Målet med projektet har varit att utföra en självständig designprocess, där ett koncept av en kaffekvarn tas fram och presenteras för 3temp. Under förstudien har det lagts ned mycket tid på att undersöka formspråk, kommande trender, konkurrenter samt att även undersöka användaren. Med hjälp av brainstorming, modellering i lera, skisser, moodboards och CAD, togs det fram ett antal koncept som gick igenom en process där de sållades och modifierades tills att det bara fanns två förslag kvar som presenterades för 3temp. Det slutgiltiga konceptet är en produkt som passar in i 3temp’s igenkänningsbara “hipster-linje”. Produkten modellerades och renderades i CAD för att ta fram en produktbild. För att visa dess layoutkonstruktion gjordes en genomskuren bild av CAD-modellen.

This report treats the examination of the course Degree of Bachelor of Science in Innovation and Design, MSGC12 and includes 22,5 ECTS credits. The course is a part of the faculty of health, sciences and engineering. The Bachelor thesis of innovation and design is written by Julia Rehnberg, student at Karlstad University. Supervisor of the project was Monica Jakobsson and examiner Leo de Vin, employees at the University.

The principal, HjärdelsKök is a Swedish company, specializing in designing kitchens. Their business strategy involves a home visit to potential client where they advise them on kitchen design and function, as well as measuring the dimensions of their kitchen. They aim to retain some of the existing kitchen frames while adding complimentary and bespoke doors and finishings. This is an efficient, affordable and eco-friendly model. Once the customer has decided to buy a new kitchen, HärjedalsKök assemble it for them. 

HärjedalsKök now intend to expand its customer base and find out what a younger target group wants in the kitchen of the future. 

The assignment, therefore, was to investigate what the target group want to see in "the kitchen of tomorrow".  First we explored perceived problems in today's kitchens and then applied various creative methods to come up with innovative solutions.

A pre-study was carried out consisting of interviews and observations of kitchen users. We also gathered general information about kitchen design such as general standards and ergonomics currently used in building and design. We examined current and upcoming trends to identify their target market and determine their kitchen needs and develop solutions and new designs to meet their needs. But even to illustrate the target group needs in the kitchen and submit new ideas for their needs.

The project resulted in three new concepts in kitchen design and function. One of these is the development of drawers that make the storage of pots and lids easier. Another makes it easier to use recipes in the kitchen. A third innovation facilitates

the handling of garbage, making it easier and more ergonomic, even when more

people are involved.

This is a Minor Fields Study (MFS) project with the aim to facilitate the handling of empty PET bottles in Uganda.

The eight weeks in Uganda gave an insight in how products are produced and how the waste surplus material is managed by local producers as well as factories. During the time in Uganda a problem concerning waste management of used PET-bottles was discovered as well as a need for a concept that facilitates the handling of PET bottles in restaurants and hotels.

This thesis describes the development of a product prototype, which is designed by following product design process and from the knowledge gathered in Uganda. The product is designed to be manufactured and used in Uganda. The main purpose of the product is to compress used PET-bottles, to accomplish a size reduction. This will make it easier to gather the bottles and transport them to a recycling plant. 

Företaget 3TEMP AB från Arvika har en vision att ta fram en egen typ av en espressomaskin med hjälp av sin patenterade teknik. Deras vision bygger på en maskin som skall vara mindre och smidigare än dagens maskiner samtidigt som den ökar kontakten mellan barista och kund. Tekniken för hur maskinen skall fungera finns redan i produktion men 3temp behöver hjälp med att få till en bra innovativ design.

Projektet är genomfört som ett examensarbete för högskoleingenjörsprogrammet inom innovationsteknik och design vid Karlstads universitet. Examensarbetet är indelat i sex faser som består av; Projektplanering, förstudie, konceptframtagning, konceptval och layoutkonstruktion. De sex olika faserna är sen indelade i mindre steg för att få ut så mycket som möjligt av varje fas.

Syftet med projektet är att genomföra ett självständigt arbete med hjälp av de redskap och metoder som lärts ut under utbildningen. Projektet skall visa att studenten har lärt sig att jobba enligt en satt tidsplan och struktur.

Vid framtagning av koncept har svensk och skandinavisk design studerats mycket för att produkten skall ligga rätt i tiden. För att få fram så många idéer som möjligt har fyra olika idégenererings metoder använts; brainstorming, diskussionsmetoden, katalogsmetoden och Osbornsmetoden. De två första metoderna har använts för att få fram grundidéer medan de två sistnämnda har använts för att utveckla idéerna till koncept där de uppfyller kraven från produktspecifikationen. För att få inspiration angående material och färg har verktyget moodboard använts.

Slutresultatet är en maskin som skiljer sig från de som finns på marknaden. Genom att använda den patenterade teknik från 3temp har resultatet blivit en design som både sparar plats på bänk och ökar kommunikationen mellan barista och kund. Det slutliga konceptet är även av samma material och färg som 3temps andra maskiner.

Uppdragsgivaren 3TEMP AB tillverkar för tillfället kaffemaskiner. Nu har 3TEMP visionen att med en ny produkt kunna ta sig in på espressomaskinsmarknaden. De har planer på att utveckla en espressomaskin och ta bort vattentanken för att maskinen ska bli mer tillgänglig och stilren. Företaget vill därför att de komponenter som används vid bryggning ska ergonomiskt analyseras och utformas för att öka baristans ergonomi och ge ett nytt intryck på espressomarknaden med nytänkande design. Dessa delar ska sedan sättas samman med ett framställt maskinhölje för att forma en färdig espressomaskin.Målet med projektet har varit att få fram ergonomiska verktyg och göra utformningar, för att de ska bli aktuella på marknaden och passa företaget. För att hitta så många möjliga lösningar som möjligt användes designprocessen. Detta innefattar en förstudie, kravspecifikation, idégenerering, konceptutveckling och konceptutvärdering. Resultatet slutade med CAD-modeller på de analyserade delar. På ett av verktygen gjordes en 3D-printning.

This project started with the assumption that some people do not continue to perform their exercises independently after they have visited the physiotherapist. Through the application of different service design methods, the underlying problem was explored and new service solutions were developed and presented with a prototype and scenario.

The project was limited to the user group of patients with osteoarthritis who are being treated through physical activity. Osteoarthritis is a very common joint disease in Sweden which affects the cartilage and causing pain. Observations and interviews were directly conducted at the physiotherapists to gain insights on what supports, encourages and prevents the patient to perform their exercise independently. Research was done on the entire journey of the patient, starting when they seek help and ending when they are to manage the treatment on their own. All the steps were presented in a Customer Journey. The insights from the research were presented with key insight, two personas called Gunilla and Bosse representing different types of patients and an Emotional Journey showing their experience of their journey.

The ultimate problem definition was done collaboratively with physiotherapists and patients by discussing their unique experiences and frustrations. A key pattern among the problems was information exchange so the ultimate problem was defined: “When, where and how should the information exchange take form so that the patients understand the support, the importance of exercise and are presented with individual adjusted exercises?” It was answered by patients using an Information Journey and giving data to the final solution. The new service solution aims at improving the information exchange between the physiotherapist and the patient, as a step to encourage the patient to perform their exercises. The project also presents a better understanding for the patients experience when meeting with the healthcare.

The project was done in cooperation with Experio Lab in Karlstad, with Olga Sabirova Höjerström as supervisor. Experio Lab is a section of County Council of Värmland and works with service design within the healthcare. This project is the degree project of the Bachelor of Science in Innovation and Design engineering at Karlstad University. The project covers 22,5 ECTS credits and extends from January to June in 2018. The supervising teacher is Postdoctoral Researcher Jakob Trischler and examiner of the course is Professor Leo de Vin. 

What role does cultural globalization have regarding visual design in the magazine industry? The media is in constant motion and the world has become a more open cultural space where different cultures can be communicated through media. Companies globalize their business, which makes cultural products like Coca-Cola and Nike well known all around the world. There are discussions about the implications that globalization of cultural products will have on the world and if this might lead to homogenization or hybridization of culture.

The women's magazine Cosmopolitan is a global brand that exists in over a 100 countries. The question that arises is whether a strong cultural product that Cosmopolitan is setting a standard forwomen’s magazines in other countries regarding their aesthetic expressions. What kind of similarities and differences are there in the visual design of the American women's magazine and popular women's magazines in other countries? This study analyzed the visual design on covers of popular women’s magazines in Brazil, United Arab Emirates, India, Thailand, the CzechRepublic and the United States over the year 2012. The selection of countries was based on religious affiliation in the different countries and since religion is closely related to culture, this was an effective way in an attempt to access material that represented different cultures in the world.

By using both a quantitative and qualitative content analysis, several different parts of the material could be analyzed on different levels. The results of our study showed that there are a variety of both similarities and differences in the visual design of women's magazines covers. Using theories about culture and globalization made it possible to see that both homogenization and hybridization of culture is current in the magazine industry. There seems to be some kind of standardization of visual design but at the same time, there is also a mix of cultural references on the covers. The study shows that cultural globalization can affect the visual design of cultural products in different ways and opens up for interesting topics in further research, such as cultural globalization, homogenization and hybridization of culture and how cultural aesthetic expressions takes shape in various cultures.

There is increasing evidence suggesting that design interventions can affect ongoing practices within an organization. Yet limited insights are available on what it actually takes to integrate service design as an organizational practice. The present research takes an early step in investigating two cases where one-off design projects were conducted with the aim to not only innovate new services but to embed service design as an ongoing practice. The findings reveal that external design professionals can raise awareness of the benefits of service design and impart designerly skills and methods. However, the actual transformation towards adopting service design requires firm-internal people who lead by example. Designers and other external stakeholders might not have the ability to change the existing institutional arrangements from the outside-in. Instead, changes from the inside-out are additionally required with focus on empowering employees, users, and other stakeholders to engage in design

A product development project that deal with the problem of how a driver environment's design language, controls, and the combination of these to a greater extent can be designed in a cognitive ergonomic and aesthetic way related to the brand.

The project was carried out a comprehensive study of contemporary operator environments where several clear trends were detected. In parallel course was conducted a cognitive ergonomic case study together with literature that secured the work in shaping technology for humans. The project has immersed in the aesthetic principles and various studies on driver environments have been treated.

The development concept consisted of three phases. Initially a wide range of comprehensive design language was developed. Then they were put aside to design the actuators. Finally the resulting design with actuators combined into a whole which an end concept was chosen from.

The project leads to design documentation through form-language, steering wheel and center controls for a driving environment. Design documentation with feedback to the brand, audience, cognitive ergonomics and aesthetics.

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.

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.

This degree project deals with the concept of creativity and the creative output based on howSwedish upper-secondary design teachers within the Technical Engineering Programexperience this from a student's perspective. The project discusses how the concept creativityis interpreted and how the creative output is regarded by educationalists and professionaldesigners and how this then can be related to literature on the subject and in the steeringdocuments. The purpose of this degree project is to visualize the interviewees' viewpoint oncreativity and the significance of experience, skills, and environment for the creative outputand within the field of design. This in order to, in the pedagogic and didactic situation, enablethe improvement of teaching so that creativity and its output come to show. Moreover, theproject aims to create a ground for discussion of the view of the importance of these skills inthe pedagogic/didactic situation.In order to reach this aim, I have read literature on creativity from several perspectives andcarried out eight qualitative structured interviews: both with three educationalists withoutexperience within the design profession, and with two educationalists who are or have beenactive within the design profession, as well as with three professional designers. Therespondents work in different parts of the country, have different backgrounds, as well aswork experience within their respective fields. What they all have in common is that they usethe same concepts, methods, and creative processes in their daily work. My principalquestions have been:– What do the respondents read into the concept “creativity”?– In what ways does creativity express itself according to the respondents?– What significance do the respondents believe knowledge, skills, and experience oftools and methods have for “creativity”?– What significance do respondents believe that the environment (physical as well aspsychosocial) has for “creativity”?The outcome of my project is confined to the views by the respondents and illustrates the factthat the creativity concept is superficially interpreted, and is often confined to creativeactivity. Additionally, some kind of an output is needed in order to enable creativity to beinterpreted as creative. The degree project also shows that this output demands experienceand skills of how tools and methods are used, but also the need for a well functioning andsuitable, albeit adaptable, both physically and psycho-socially, as well as creativeenvironment.

Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection on a series of service encounters has increased, the scope of research in this space remains narrow. Service research has traditionally concentrated on understanding, measuring and optimizing the core service delivery. While this focused lens has generated extraordinary knowledge and moved service research and practice forward, it has also resulted in a narrowly focused research field. The authors present a framework to guide comprehensive service experience research. Broadly, they define (1) pre-core service encounter, (2) core service encounter, and (3) post-core service encounter as distinct periods within a service experience. Further, they review the literature and put forward important research questions to be addressed within and across these periods. Finally, they argue that researchers need to consider simultaneously all periods of the service experience to make valuable contributions to the literature.