Designing for Service: Key Issues and New Directions
An edited academic collection on the theory and future of designing for services, bringing together researchers from the field's main university groups.
Related resources
The Service Design and Innovation conference, the main academic gathering for service design research, held every two years with open proceedings.
Daniela Sangiorgi's widely cited 2011 paper in the International Journal of Design on service design as a driver of organisational and social change.
A 2021 paper proposing a power literacy framework for service designers, covering privilege, access, goals, roles and rules. Open access copy from TU Delft.
A journal article examining the contextual and organisational factors that limit service designers' ability to address power dynamics in their work.
A meta-analysis in Organizational Behavior and Human Decision Processes of how peaks, endings and duration relate to the way people evaluate experiences in retrospect.
Co-author of Service Design: From Insight to Implementation, host of the Power of Ten podcast, and a writer on design at many scales.