This document provides an overview of service design and public procurement innovation. It discusses key concepts in service design like desirability, feasibility, and viability. It outlines IDEO's design process and double diamond model. Various design methods are presented for different stages of the process, such as stakeholder mapping, customer journeys, personas, role playing, and prototyping. The document also discusses using public procurement to source innovative solutions to urban challenges through a platform like Citymart.com. It concludes with the topic of the author's research project on designing for citizen engagement to frame complex problems in cities.

1. Service Design +
Public Procurement Innovation
-----------------------------------------------------------------Veronica Bluguermann

2. What is a service?

4. STARBUCKS
AMAZON
Can you increase the interaction of
people in your service?
Inseparability
Customer Participation

6. GROUPON
OPEN KITCHEN
What would make people use your
service at different times?
Simultaneity

8. YELP
BRAND &
CERTIFICATIONS
What would people like to take with
them as part of your serice?
Intangibility

10. DOCTOR
McDonalds
How can people personalise the
service?
Heterogeneity

12. How to Design Services?

13. Services Design
The design of new services is an activity that should be able to link the technoproductive dimension (What is the realm of the possible?) to the social (What are
the explicit areas of demand and what the latent ones?) and cultural dimension
(What behavioural structures should one seek to influence? What values and
qualitative criteria should we base our judgments on?)
-Manzini
Service design is the activity of planning and organizing people, infrastructure,
communication and material components of a service in order to improve its quality
and the interaction between service provider and customers.
-Service Design Network

14. DESIRABILITY
(people)
FEASIBILITY
(technology)
VIABILITY
(business)
SERVICE INNOVATION
SERVICE DESIGN
IDEO

15. Designing interactions, relations and
experiences
Designing interactions to shape
systems and organisations
imagining future directions for service
systems
exploring new collaborative service
models
Service Designers visualize, formulate and choreograph solutions that are not yet
available. They watch and interpret needs and behaviours and transform them into
potential future services. In the process, exploring, generating and evaluating
approaches are used similarly and a redesign of existing services is just as much a
challenge as the development of new innovative services. –
Birgit Mager from the Design Dictionary published by Birkhäuser, Basel (2008)
http://www.youtube.com/watch?v=f5oP_RlU91g

16. Design Process & Design Methods

17. Fuzzy Front End

18. Double Diamond – Desgin Council

19. Integrated design process and peoplecentered research.

20. Understand the context
Observation + Contextual Inquiry
Empathyze
http://www.designmattersatartcenter.org

21. Understand the context
Visualize complexity
Stakeholders mapping
http://www.servicedesigntools.org/tools/36

22. Understand the people
Get inspiration and feedback
Co-design
Cultural Probes
Read: Tuuli Mattelmäki –
Design Probes
https://aaltodoc.aalto.fi/bitstream/handle/1234
56789/11829/isbn9515582121.pdf?sequence=1
http://www.sfu.ca/~nrz/333%20website/index.html#section2

23. Analyze
Customer Journey
Visualize concepts
Spot problems & opportunities
www.delightability.com

24. Analyze
Visualize concepts
Service Blueprint
http://mu2naba.wordpress.com/2009/05/22/blueprint-ii/

25. Engage poeple
Co-design
Workshops - Design Games
http://www.servicedesigntools.org/tools/45

26. Visualize users
Personas
http://www.questionablemethods.com/2011/11/thumbnail-personas-make-users-real.html

27. Visualize concepts
Test
Role Playing & Protoype
http://uxmas.com/2012/ux-design-role-playing-and-micromoments

28. Envisioning
Test
http://www.customfuture.com/eng/archive.html
Prototype

29. Envisioning
Visualize concepts
Storyboard
http://www.servicedesigntools.org/tools/13

30. Service Design & Design Methods
IDEO Method Cards
www.servicedesigntoolkit.org
www.servicedesigntools.org
Toolkits
Design with Intent toolkit
Frog Collective Action Toolkit
-Design for Services (Anna Meroni & Daniel Sangiorgu)
-Designing Services with Innovative Methods (Miettinen, Koivisto)
-http://www.servicedesignbooks.org/browse/
Books

31. My cases
http://verobluguer.wix.com/portfolio#!portfolio

32. 12 reserachers
Martzia Arico
4 University
8 Companies

33. Public Procurement Innovation

34. Citymart.com connects decision-makers in cities
around the world with high impact solutions to
urban and social challenges.

36. The signals have tactile arrows
which when pressed, speak
the street name and verbalize
different commands for the
pedestrian depending on the
status of the signal. The signals
emit a beeping sound to
inform the person where an
APS is located.

37. e-Adept is a cooperative project within
the areas of personal navigation, travel
planning and safety.
The service facilities are offered via a
mobile telephone. Positioning equipment
is connected to the hand unit. The
positioning unit is based on GPS and
inertia navigation equipment. The
combination of these technologies allows
for navigation in both urban areas and
indoors.

39. Citymart.com service: Call for solutions
38 cities
75 challenges
+1000 solutions
Challenge areas: health, transport,
tourism, sustainability and energy
efficiency, citizen participation, social
innovation and other public services.

40. My reserach project (today’s title ;):
Designing for citizen engagement to frame
complex problems in cities

41. veronica@desmanetwork.eu