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.
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 Design Management Academy 2017 paper exploring cultural analysis and semiotics as ways to understand expectations, identity and symbolic meaning in services.
An edited academic collection on the theory and future of designing for services, bringing together researchers from the field's main university groups.
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.
A ServDes 2020 paper drawing together four different views of culture in service design and arguing for attention to cultural plurality rather than a single fixed understanding.
An English-language master's in Milan that treats products, services and systems as one design problem. One of the longest-running programmes of its kind.
A team in the UK Cabinet Office that brings design, data and ethnography into policy making, and writes openly about how.
The Systemic Design Association's annual symposium, held in several locations at once and online, bringing together systems thinking and design practice.
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 journal article examining the contextual and organisational factors that limit service designers' ability to address power dynamics in their work.
Other topics
- Service blueprinting
- Journey mapping
- User research
- Discovery
- Stakeholder mapping
- Co-design
- Prototyping
- Public sector
- Health
- Systems thinking
- Systemic design
- Participatory design
- Service organisations
- Professional practice
- Introductions
- Policy
- Futures
- Measurement
- Service standards
- Collaboration
- Education
- Power dynamics
- Agency and autonomy
- Design ethics
- Research ethics and consent
- Interviewing
- Memory and evaluation
- Dark patterns
- Culture and context
- Inclusion