Service Design with and for Citizens
The thematic group “Service Design with and for Citizens” focuses on user-centered service design and innovation. We combine expertise from user-centred service design, co-design and innovation in order to better understand and develop service design tools and methods. We see services as complex, dynamic and networked human behaviour systems with tangible and intangible elements. The design of a successful service requires a holistic, human-centred approach that engages users and other stakeholders. Co-design uses various artefacts as boundary objects to assist participants from different backgrounds, create shared knowledge and interpretations, and to build and reflect on future solutions together.
Group’s collaborative efforts so far have led into Co-Design in Service Innovation -doctoral course and ATLAS strategic research project (1.3.2012 – 31.8.2014) funded by TEKES. Furthermore the thematic group has connections to the WDC 2012 year activities for example through one of the Aalto’s biggest projects belonging to WDC: Wellbeing 365 project.
The group implements multi-disciplinary research with participants from Aalto School of Arts, Design and Architecture and Aalto School of Science. The participating institutes from Aalto School of Science are BIT Research Centre and SimLab, which belong to the Department of Industrial Engineering and Management. From the Aalto School of Arts, Design and Architecture, the participating department is Department of Design, collaborating with Department of Film, Television and Production Design. Project leaders are Professor Tuuli Mattelmäki (ARTS), Professor Riitta Smeds (SimLab) and researcher Mari Holopainen (BIT).
Visit the group’s website>>>
The thematic group has four main objectives:
- To integrate different methods, tools and theoretical perspectives in service design and innovation.
- To identify, map and further develop co-design methods and tools.
- To promote the point-of-view of end-users in the front-end of service planning processes.
- To develop education in these topics.
Research on user centricity and co-design has to a great extent focused on method development. However, applied to service design, these ‘human centered toolkits’ need adjustments. Services are complex, dynamic and networked human behavior systems with both tangible and intangible elements. Their design requires a more holistic, human centred approach. It requires methods to engage users and other stakeholders, and a design attitude that supports everyday innovations and human centredness.
Co-design activities need artefacts – so called boundary objects – that help people with different backgrounds to learn a common language, create shared knowledge and interpretations, and reflect and build alternative future solutions together. In design games for instance, game boards, rules and tactile game elements can help the collaboration. In process simulations, process maps serve the same purpose. Services being dynamic and including many intangible elements, benefit greatly from the use of boundary objects in their collaborative design. Boundary objects are one of the first research themes that the multidisciplinary group focuses on.
Co-Design in Service Innovation -doctoral course
Design has risen as a new approach for the conception of services and products. But what is it exactly that design brings to the fore and what can be learned from it? How important are the design, co-design, participatory design and co-creation approaches for developing successful services and what are their differences? How much new and how much fad is there? This doctoral seminar aims to answer these questions and focus on the use of co-design and co-creation approaches and methodologies for the development of innovative services.
ATLAS –project for analyzing, testing and co-developing a map of collaborative methods for service development, design, and innovation.
TEKES Strategic research project: 1.3.2012 – 31.8.2014 / SERVE –program (Serve – Pioneers of Service Business 2006 – 2013)
Objectives of the ATLAS project:
- To integrate different theoretical perspectives regarding the human-centered co-development of services.
- To identify and map the tools most adapted to service co-development and innovation, with a user-centric perspective.
- To identify how specific context (social, institutional, market, legal, nature of the service, phase of development) influence the co-creation and co-development of new services, and how to find the best process leading to the implementation of new services.
- To reinforce the capability of Finnish organizations to develop and offer services that are both world-class and could also be deployed in an international context.
We apply Scrum process including fast development sprints, where the Atlas map is iteratively developed by researchers with steering group and scientific advisory board members coming from private and public organisations and academia.
Aalto ARTS, Department of Design (DoD) Website >>>
BIT Research Centre Website >>>