Description
Book SynopsisIf Design is about forming materials, then what are the materials of Service Design? In this ground-breaking book, Johan Blomkvist, Simon Clatworthy and Stefan Holmlid explore this question by establishing a discourse around the materials of service design, discussing materials as a means to study what service design is and could be.
Exploring the contours and foundations of the field, this innovative book redefines the material and opens with an investigation of how service has been understood as a material in design. With insights from expert practitioners in the field, chapters then examine a vast library of materials, including social structures, touch-points, thinking, culture, time, organisations, conversations, data, human bodies and more. Making sense of this material mix, the book delves into the material of the immaterial and displays the diversified and expansive field of service design today. In doing so, it forms a starting point to go beyond reductionist ideas of the material-immaterial dichotomy and makes room for new constructivist perspectives.
Contributing to the development of education within service design, this insightful book will be invaluable for practitioners and course leaders looking to navigate a new path to service design. Founded in design as a knowledge intensive practice, it will also be transformative for the research of students and scholars of marketing, service design, design theory, and innovation studies.
Trade Review‘Fundamentally, designers should understand the materials with which they work, how they fit together and interact. The Materials of Service Design
is at once rigorous, readable and practically applicable. It is essential reading for anyone working in the field, valuable to practitioners and academics alike.’ -- Andy Polaine, Design Leadership Coach
‘Finally demystified, with rigor and clarity! This book offers the most crystalized and designerly understanding of the persistent question around Service Design, “what to design with and for”. This book will redefine what you think you know about Service Design and bring new dimensions to disciplinary and professional identities and educational visions of Service Design. A must-read for anyone who wishes to do Service Design rightly.’ -- Jung Joo Lee, National University of Singapore
Table of ContentsContents: Preface ix Prologue: defining material xiii Part 1 Introduction: something made the object of study 1 The move away from matter in art and design 2 The core of design is in the making 3 Representations in service design 4 Service as material 5 Cultural bodies empowered to perform services: a critical perspective Part 2 The constituents of which something is composed 1 Introduction to a library of materials 2 Social structures 3 Touch-points as a material 4 Thinking: an underexplored service design material 5 Culture as a material Interlude 1: Materiality in design from a practitioner perspective: interview with Markus Edgar Hormeß, Adam Lawrence and Marc Stickdorn (26 April 2022) 6 Time, timing, time-ing 7 Organisations as material 8 Conversations as a service design material 9 Ritual: meaningful material for service design 10 Certainty and its artefacts Interlude 2: Expertise as material of service design: interview with Lavrans Løvlie (2 December 2021) 11 Collaborations 12 Behaviour as service design material 13 Experience as a material 14 Data matter: as data become matter, design matters 15 Clay: a tangible catalyst Interlude 3: Data as material of services 16 Human bodies 17 Sound 18 The service offering as a material 19 Policy, governance Part 3 Qualities by which something may be categorised 1 Making sense of a material mix 2 Categorisation of materials as a way of understanding their characteristics 3 Addressing the material mix: service as hypermaterial 4 Layered materials and layered materiality 5 A move towards a framework for materials Part 4 A performer’s repertoire (the service designer’s material) 1 Aesthetics in service design 2 Service phantasms 3 Service and design as bricolage and rhizomes 4 Returning to the foundational question Index
