Bloomsbury Handbook of Service Design

Lara Penin is Professor of Transdisciplinary Design at Parsons School of Design, USA. She is a co-founder of the Parsons DESIS Lab research laboratory, a former director of the Transdisciplinary Design graduate program and a co-lead of the Graduate Minor in Civic Service Design. Lara is the author of An Introduction to Service Design: Designing the Invisible (Bloomsbury, 2018), and editor of The Disobedience of Design Gui Bonsiepe (Bloomsbury, 2021). Alison Prendiville is Professor of Service Design at LCC University of the Arts London, UK. Her work is transdisciplinary working with health and social care professionals, scientists, engineers, and anthropologists to facilitate and converge design with science and technology for the development of locally situated services and policy developments to address societal challenges. Along with Daniela Sangiorgi she edited the book Designing for Service (Bloomsbury, 2017).Daniela Sangiorgi is Professor at the Department of Design of Politecnico di Milano, Italy. She has been one of the first scholars studying service design and co-editor of two leading books (Design for Services, 2011; Designing for Service, Bloomsbury, 2017). She worked 8 years in the UK (ImaginationLancaster, Lancaster University). Her expertise is design for service innovation, with a focus on public services and healthcare. She is a member of Polimi DeSIS Lab (https://www.desis.polimi.it).

This book is an essential read that will expand your views on the evolving landscape of service design. It offers critical perspectives and practical approaches to address contemporary global challenges, emphasizing a plural, ethical, and equitable practice. I highly recommend it for its critical and future-oriented perspective on service design.

• List of FiguresList of TablesList of ContributorsSECTION 1: INTRODUCTION SECTION 2: PLURAL SERVICES AND DESIGN COSMOLOGIESIntroduction Section 2 2.1 Service design at the crossroad of multiple knowledge forms and epistemologiesAlison Prendiville, Nipun Garodia, and Adam Drazin2.2 Unfolding services as collective conversations: rhetoric, dialectic, and deliberativeMiso Kim and Michael Arnold Mages2.3 Cultivating reflexivity in service design: considerations, examples, critical reflections & questionsJosina Vink, Vanessa Rodrigues, Åsa Wikberg Nilsson, and Ahmed Ansari2.4 In the pursuit of decolonising dominant service design: three reflexive stories Yoko Akama, Tristan Schultz, and Ricardo Sosa 2.5 Current, potential and future trajectories for interdisciplinarity across service and design ResearchStefan Holmlid, Martina Caic, Anna Seravalli, and Elina Jaakkola SECTION 3: A CRITICAL AGENDA FOR SERVICE DESIGN Introduction Section 3 3.1 Justice in designing services Lesley-Ann Noel, Gina Fernandes, and Robert B. Whiteside3.2 Worker-centred service design: countering the invisibility of workersLara Penin and Rashid Owoyele3.3 The politics of participation in service design: preparation, emergence, and refusalsShana Agid, Myriam D. Diatta, and Jakob Trischler3.4 The case for feminist service designDaniella Jenkins (interview with Lara Penin)3.5 Embracing the unknown: service design approaches to address uncertaintyAguinaldo dos Santos, Ricardo Martins, Mari Suhoeimo, and Jaewoo JooSECTION 4: CONTEXTUALISING SERVICES, SYSTEMS AND CHANGEIntroduction Section 4 4.1. Making sense of design for business: towards an umbrella paradigm moving service design and its allied fields forwardIngo Oswald Karpen and Ileana Stigliani4.2 A systemic perspective on service designDaniela Sangiorgi, Mieke van der Bijl-Brouwer, Lia Patricio, and Jennie Winhall4.3 Research dialogues for proximity and trust when working with governmentSabine Junginger and Michael Kost4.4 Service design and social changeThomas Markussen, Daniela Selloni, and Joyce Yee4.5 The music that breaks the gramophone: opening service design education to perspectives beyond the present paradigm A conversation among Nicola Morelli, Amalia de Götzen, and Luca Simeone with Grazia Concilio, Francesca Cognetti, and Ni MinqingSECTION 5: DEVELOPING SERVICE DESIGN PRACTICES AND APPROACHES Introduction Section 5 5.1 Collective embodiment in service interfacesFrederick M. C. van Amstel and Fernando Secomandi5.2 Design facilitation: navigating complex and asymmetrical contextsManuela Aguirre Ulloa, Florencia Adriasola, Gianncarlo Duran, and Andrés Ortega5.3 Queering service design: toward a truly human-centered design orientationSloan Leo Cowan with Mari Nakano5.4 Dialogical empathy in services: guidelines and principles between art and designCarla Cipolla, Alice Devecchi, and Luis Alt 5.5 Service design ethnography: experiences from practice-based researchJuan Sanin and Melisa Duque5.6 Journeys of digital transformation: a reflection on stories of organisational change and the role of service designersRoberta Tassi and Serena Talento5.7 Service design narrativesJohn A. Bruce, Francesca Piredda, and Janna DeVylderSECTION 6: BUILDING FUTURESIntroduction Section 6 6.1 Speculative services: critical technology literacy and the future of service design Elizaveta (Lee) Kravchenko and Laura Forlano6.2 More-than-human service designMarc Brightman, Francesco Cara, and Ralitsa Diana Debrah6.3 A Political dialogue about government service design politicsCameron Tonkinwise and Lucy Kimbell 6.4 Designing services for de-humanising futuresStefana Broadbent6.5 Commoning for a regenerative world: realizing new directions for service designJulia Schaeper and Glenn Robert Index