This list represents a summary of the past forty years of service design literature. The citations were compiled from the Emergence conference at Carnegie Mellon University as well as the Designing for Services project in the UK, service design syllabi at CMU and independent research. I've included the abstracts and introductions to the papers and cross-referenced examples and concepts so that it's easy to follow the development of ideas such as "service blueprinting" across multiple papers.
Select any underlined term to filter the list, showing only papers that share that particular concept, example, author, journal or decade. If you'd like to help fill in the gaps by suggesting other canonical papers, e-mail the citations to service at howardesign.com. Thanks!
From the article: "This paper describes the outcomes of a one-year pilot research study and outlines the routes for the two-year wider study to follow.
The research was prompted by the growing interest in the UK in design and its contribution to business performance, and the need to replace anecdote about 'best practice' in organizing and utilizing design with information about more 'general' practice.
After defining design as 'a course of action for the development of an artefact' and suggesting that design activity pervades organizations, the paper describes the methodology used to examine how design is organized. Using matrices to explore the interaction of design with other business functions the report suggests that 'silent design' (that is design by people who are not designers and are not aware that they are participating in design activity) goes on in all the organizations examined, even those which have formal design policies and open design activities.
It is the scope and nature of 'silent design', and its conflict and/or cooperation with formal design activity, which will form the basis for the hypothesis on which the wider investigation will be built."
Examples: London Business School, Design Council
From the article: "The loss of service jobs, which currently account for over 80% of private sector employment in the United States, is not merely an American phenomenon. The fact is that service sector jobs in all developed countries are at risk. We are in the middle of a fundamental change, which is that services are being industrialized. Three factors in particular are combining with outsourcing and offshoring to drive that transformation: The first is increasing global competition. The second is automation. The third is self-service. As these forces combine to sweep across the service sector, executives of all stripes must start thinking about arming and defending themselves, just as their manufacturing cousins did a generation ago."
Examples: Travel Agent, Diagnostic Imaging, Edmunds.com, Wells Fargo Bank, Dell, Virgin Atlantic Airways, Concierge Services, Financial Services, Hotels, NTT DoCoMo, Thompson Publishing, IndyMac Bank