Transformative Services and Transformation Design

Daniela Sangiorgi's widely cited 2011 paper in the International Journal of Design on service design as a driver of organisational and social change.

Good for questions like

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.
Why do Service Designers Struggle to Address Power Dynamics?
A journal article examining the contextual and organisational factors that limit service designers' ability to address power dynamics in their work.
All's well that ends (and peaks) well? A meta-analysis of the peak-end rule and duration neglect
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.
Beyond Good Intentions: Towards a Power Literacy Framework for Service Designers
A 2021 paper proposing a power literacy framework for service designers, covering privilege, access, goals, roles and rules. Open access copy from TU Delft.
Cultural context and service design: developing critical and meaning-making capacity
A Design Management Academy 2017 paper exploring cultural analysis and semiotics as ways to understand expectations, identity and symbolic meaning in services.
Exploring Autonomy as a Design Principle
A Design and Culture article reviewing the concept of autonomy and exploring its use in service design through case studies of services for older people.