Foreword 1
Foreword 2
Preface and Acknowledgment
About the Book
Acknowledgments
Dr. Umar Zakir Abdul Hamid
Associate Professor. Dr. Mari Suoheimo
Editors' Joint Appreciation
List of Reviewers
Contents
About the Editors
Part I Introduction
1 Introductory Chapter: Service Design for Emerging Technologies Product Development
Introduction
Definition of Product
Service Design: Brief Concept Overview
Challenges for Emerging Technologies Product Development
Summary and Expectations for This Book
References
2 Product Development Challenges for Emerging Technologies and Service Design Roles in Addressing the Issues
Introduction
The Objective and Contributions of This Chapter
Emerging Technologies
Challenges for Emerging Technologies' Product Development
Lack of End-User Perspective
Failure to Understand the Market Demands
Rise of Software
Attracting and Retaining the New Generation of Talents
Unclear Visions and Unclarified `Why'
Overhyped and Misleading Marketing
Service Design
How Service Design Can Improve the Product Development for Emerging Technologies
Fusion of Service Design Output in the PDLC Help to Early Rectification
Co-creation for Delivering the Right Experience
Transitioning from Innovation to Creating Value for Profitability
Designing a Structure and Organization for Emerging Technologies' Product Organization
Potential Challenges in Adopting Service Design in the Emerging Technologies' Productization
Summary and Conclusions
References
Part II Frameworks and Research Lenses for Service Design in Emerging Technologies Product Development
3 Historical Perspectives on Service Design and Technology
Introduction
Historical Perspectives
Key Perspectives on Service Design
Service-Dominant Logic Informing Service Design
Service Design
Product-Service System
Design for Service
Service Ecosystem Design
Discussion
Conclusions
References
4 Macro-Trend Study Under Service System: Preliminary Research in Service Innovation and Emerging Technology
Introduction
Literature Review
The History of Service Design
The Definition of Service Design
The Measurement and Effectiveness of Service Design Quality
Macro-Trend Models: People-Centered, Technology-Centered, and Hybrid
Service Systems: Product, Service, and Experience Design
Research Methods
Step 1: Relevant Material Study
Step 2: The Framework Analysis
Step 3: Content Synthesis
Step 4: Insight Generation
Research Result
People-Centered Model
Technology-Centered Model
Hybrid Model
Discussion and Next Step
People-Centered Model and Experience Design
Technology-Centered Model and Product Design
Hybrid Model and Service Design
Conclusion
High-Touch Is a Critical Catalyst in Service and Experience Design
Technology Is Viewed as a Vehicle to Deliver Value to People
Sophisticated Considerations for Users Are a Key to Creating Service Innovation
Roadmapping of Macro-Trend Models and Service Systems
References
5 A Proposed Transformation Service Design Research Framework for Underserved Settings
Introduction
Service Design Research
Designing Services
Service Design Research
The Need for Transformation
Transformation Service Design Research
Proposed Transformation Service Design Framework
Entering the Field
Discussion
Describing the Current Situation
Analyzing the Current Situation
Researching and the Design of Services
After Delivering New or Improved Services
Conclusion
References
6 Service Prototypes as the Setting for Product Innovation Agenda
An Epistemological Perspective on Product, Service and System Requisites
Alternative Approaches for Flowing Down System, Service and Product Requirements
Flowing Down Requisites from System to Services/Products
Flowing Down Requisites from Products to Service/System
Flowing Down Requisites from Service to System/Product
Service Prototypes: A Tool to Gather and Refine User's Requisites
Defining Service Prototypes
Different Roles of Service Prototypes Throughout the Design Process
The Potential of Emerging Technologies for Requirement Capture and Refinement During Service Prototyping
Conclusion
References
7 Service Design for Medical Devices
Introduction
Medical Devices as a Regulated Industry
The Role of Artificial Intelligence in Medical Devices
The Role of the User During Development
The Role of the Manufacturer During Use
Application of Service Design to Medical Device Development
User-Centrality
Co-creation
Sequencing
Evidencing
Holistic Approach
Service Design Modified to Medical Devices
Conclusions
References
8 AI Service Model for an Airline Ecosystem: A Systemic Design and Thematic Approach to Service-Dominant Logic: Examining State-of-the-Art Technologies for Service Centricity
Introduction: Service
Background: System
Approach: Design
Methodology: Themes
Findings: Intervention (Fig. 8.2)
Discussion: AIAS Opportunities
AIAS
Opportunities
Limitations: Macro
Conclusion: Centricity
References
9 Service Design for Older Adults Using Smart Digital Appliances: Person-Centred Service Design 4.0
Introduction
Person-Centred Design and Service Design
Towards Person-Centred Design 4.0 and Person-Centred Service Design 4.0
Aims
Literature Review
A Comprehensive Assessment of Older Adults' Common Issues, Problems and Challenges Using Smart Digital Appliances
Presentation of Simulator and Scenario Builders for the Evaluation of the Deployment of Emerging Technologies
Verification and Validation of Evaluative Performance Criteria for High-Level Service Design and Service Product Solutions Development
Application of Evaluative Performance Criteria to Adverse Scenarios and Emerging Technology Conditions in a Novel Service Design Intervention
Methodology for 12-Person-Centred Service Design Evaluative Performance Criteria
Research Design, Data Collection and Data Analysis
Methodology for Thematic Analysis
Research Design, Data Collection and Data Analysis
Results and Findings
Service Design Performance Evaluated Criteria for Service Design for Emerging Technologies
Analysis and Discussion
Conclusion
References
Part III Organizational Transformations and Management for Practicing Service Design
10 Organizational Transformation Through In-House Service Design: A Case Study of a Multinational Manufacturing Corporation
Introduction
Description of the Company Under Investigation and the Role of Service Design
Theoretical Background
Transformation Design Embedded with Service Design
Experiential Learning with Help of Service Design
Research Design
Data Collection and Participants
Data Analysis
Deriving Research Results
The First Phase of Analysing Data: Coding
The Second Phase of Analysing Data: Thematic Analysis
The Third Phase of Analysing Data: Further Thematization
Results
Experiential Learning Through Service Design Supports Changing Individuals' Attitudes
Understanding the Meaning and Benefits of Service Design Support Changing Individuals' Mindsets and Creating Belief
Towards a New Organizational Paradigm Through Strategy Renewal
Discussion
Limitations
Future Research
Conclusion
References
11 The Challenges of In-House Service Design in Organizational Transformation: A Case Study of a Multinational Manufacturing Corporation
Introduction
Description of the Organization Under Investigation and the Role of Service Design
Theoretical Background
Challenges of Design Practitioners in the Area of Transformation Design
Service Design Is Transformational Since It Facilitates Change
Organizational Challenges That Arise from the Use of Service Design
Research Design
Participants and Data Collection
Results
Discussion
Limitations
Future Research
Conclusion
References
12 Designing Human and Artificial Intelligence Interactions in Industry X
Introduction
Artificial Intelligence for Adaptive Supply Chains
Decision Support and Human-Computer Interactions
Designing for Complexity
Designing the Interaction and Understanding the Building Blocks in Action
Emergent Properties of the Design Ecosystem
Impact on Management
Impact on Resilience
Conclusion
References
Part IV Case Studies on the Service Design for Emerging Technologies Applications
13 Service Design Methods for the Design of Smart Surfaces
Introduction
Electrochromic Smart Surfaces
Electrochromic Technology
Design with Electrochromics
Service Design as an Approach
Service Design Cases with Smart Surfaces
Case 1: Interactive Wallpaper
Case 2: Smart Building
Case 3: Interactive Cafe Table
Discussion
Conclusion
References
14 A Product-Service System Design Approach for the Frame Innovation of Civil Airliners Catering
Introduction
Theoretical Background
Open
Complex
Dynamic
Networked
Research Stages and Methods
Archaeology
Paradoxes
Context and Field
Themes
Frames and Metaphors
Futures
Result
Prototyping and Evaluation
Technology
Applied Technologies
Emerging Technologies
Discussion and Conclusion
References
15 Toward Adaptive Homes Through Transdisciplinary Co-design: Case SmartLab
Background
Digitalization and Aging as a Complex Challenge
Individuality of Daily Life
SmartLab as a Smart Adaptive Home
Transdisciplinary Co-design
Lessons Learned from Our Previous Projects
Research Question and Method
Case: Co-design for the SmartLab
Discussion
Conclusion
Appendix
Appendix 1: Feedback of Co-design Implementation
References
16 Co-designing Person-Centered eHealth Information Services: The Case of Maternal Health Care in Kenya
Terms and Key Concepts
Introduction
Health Care Context, Opportunities, Challenges, and Trends
The Nature of SDR and Its Potential for Service Innovation
The Role of SDR in Creating eHealth Innovations
Research Methods
Research Design
Initial Field Research Phase
Design Research Phase
Target Study Population and Sampling
Data Collection Methods, Tools, and Sources
Data Analysis
Application of Co-design-Oriented SDR Strategy in Health Care
Design and Implementation of the Service-Oriented Information System Based on the Kenyan Context
The Service Layer
Information Layer
Use Case Diagram
Architectural Design Diagram
Functioning of the Proposed Service
The User Layer
Functional Requirements
Non-functional Requirements
Development of a Potential Prototype Service System
Web-Based Mobile App Interfaces
Web-Based Desktop App Interfaces
Lessons Learnt from Application of SDR in the Case Study
The Nature of Service Innovation(s) Created
Conclusion
Study Limitations and Future Research
References
Index