Van de flaptekst: Service design - het ontwerpen van dienstverlening verbetert bestaande diensten of ontwerpen geheel nieuwe. Daarbij wordt gekozen voor een andere invalshoek: creatief onderzoekend en gericht op de ervaringen van individuele gebruikers. Dit is een eindpublicatie van het prgramma Innoveren in Dienstverlening. In negen verschillende projecten werden door creatieve bureaus methoden van service design toegepast. Van dit boek is ook een Engelstalige versie beschikbaar.
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Eindpublicatie van het programma Innoveren in Dienstverlening. In negen verschillende projecten werden door creatieve bureau's methoden van service design toegepast. De verschillende projecten zijn uitgevoerd met dienstverleners rondom Utrecht CS, het UMC Utrecht en de Hogeschool Utrecht
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Service design is literally the design of services. Service designers improve existing services or design completely new ones. Nothing new so far. Services have been around for centuries, and every service was conceived and designed by someone. However, service design takes a different angle; a different perspective as its starting point: it is a process of creative inquiry aimed at the experiences of the individual user. ‘Service design, insights from 9 case studies’ is the final publication of the Innovation in Services programme. During this programme, creative design agencies applied the methods of service design in nine different projects.
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Designers move more and more in the direction of Service Design, in which frequently a participatory or co-design approach is used to involve service providers in the design process. The designerprovider relationship in such Service Design processes differs in four aspects from traditional client-relationships: The relationship is 1) more dynamic and interactive, 2) based on collaboratively evolving ideas and ambitions, 3) focusing on the process of innovation, rather than on the outcome, and 4) frequently based on extrinsic motivation for innovation or on fuzzy starting points. Designers experience difficulties in persuading service providers of the importance of such a collaborative approach, while providers are not familiar with this kind of approach and their organizations are not ready for such a kind of collaboration. This paper positions designer-provider relationship in Service Design processes in literature and describes a research proposal for the development of an efficient and effective participatory design intervention that stimulates collaboration between designers and service providers.
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Deze publicatie richt zich vooral op het concept Design Based Research,gezien vanuit het perspectief van de bijna 40 lectoren die de hogeschool rijk is. Dit lectoratenoverzicht kan worden beschouwd als een atlas of reisgids waarmee de lezer een route kan afleggen langs de verschillende lectoraten. De lectoraten die actief zijn op het gebied van de Service Economy worden beschreven in hoofdstuk 2. De lectoraten die actief zijn op het gebied van Vitale Regio worden beschreven in hoofdstuk 3. De lectoraten die actief zijn op het gebied van Smart Sustainable Industries worden beschreven in hoofdstuk 4. De lectoraten die actief zijn op het gebied van de hogeschoolbrede thema’s Design Based Education en Research worden beschreven in hoofdstuk 5. Tenslotte wordt er in hoofdstuk 6 een eerste aanzet gedaan om één of meer verbindende thema’s of werkwijzen te ontdekken in de aanpak van de verschillende lectoraten. Het is niet de bedoeling van deze publicatie om een definitief antwoord te geven op de vraag wat NHL Stenden precies bedoelt met het concept Design Based Research. Het doel van deze publicatie is wel om een indruk te krijgen van wat er allemaal gebeurt binnnen de lectoraten van NHL Stenden, en om nieuwsgierig te worden naar meer.
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Closing the loop of products and materials in Product Service Systems (PSS) can be approached by designers in several ways. One promising strategy is to invoke a greater sense of ownership of the products and materials that are used within a PSS. To develop and evaluate a design tool in the context of PSS, our case study focused on a bicycle sharing service. The central question was whether and how designers can be supported with a design tool, based on psychological ownership, to involve users in closing the loop activities. We developed a PSS design tool based on psychological ownership literature and implemented it in a range of design iterations. This resulted in ten design proposals and two implemented design interventions. To evaluate the design tool, 42 project members were interviewed about their design process. The design interventions were evaluated through site visits, an interview with the bicycle repairer responsible, and nine users of the bicycle service. We conclude that a psychological ownership-based design tool shows potential to contribute to closing the resource loop by allowing end users and service provider of PSS to collaborate on repair and maintenance activities. Our evaluation resulted in suggestions for revising the psychological ownership design tool, including adding ‘Giving Feedback’ to the list of affordances, prioritizing ‘Enabling’ and ‘Simplification’ over others and recognize a reciprocal relationship between service provider and service user when closing the loop activities.
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Het lectoraat Co-Design van Hogeschool Utrecht doet met een systemisch-inclusieve ontwerpende aanpak praktijkgericht onderzoek, om complexe maatschappelijke vraagstukken te helpen oplossen. Binnen die onderzoeken stellen we vragen over het ontwerpproces en de mensen die daarbij betrokken zijn. Hoe kun je goed co-designen in de weerbarstige werkelijkheid? Wat kan helpen in die ontwerpende aanpak? Hoe kunnen mensen die niet zijn opgeleid als ontwerpers volwaardig meedoen in het ontwerpproces, en wat hebben zij daarvoor nodig aan ontwerpend vermogen? De kennis over ontwerpend vermogen die we de afgelopen vier jaar hebben opgedaan, delen we in dit boekje. We hebben dat proces getekend en beschreven als een reisverhaal van Co, die ons meeneemt op een boot over een rivier, door stroomversnellingen en langs landschappen. Met bijdragen van: Marry Bassa, Anita Cremers, Tanja Enninga, Anita van Essen, Christa van Gessel, Berit Godfroij, Joep Kuijper, Remko van der Lugt, Caroline Maessen, Lenny van Onselen, Dirk Ploos van Amstel, Karlijn van Ramshorst, Carolijn Schrijver, Fenne Verhoeven, Danielle Vossebeld, Rosa de Vries
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Remanufacturing is a production practice that requires the work of producers, consumers, and the government. There are benefits associated with this production model, such as improving the environment, opportunities for cost savings, and others. However, it is essential to identify the factors that affect the possibility of acceptance of this production model. This research proposes a model based on different analysis methodologies and techniques of SEM (Structural Equations Modeling) and the method of PLS (Partial Least Squares). A total of 403 responses to the survey were collected from 1 November 2021 to 15 January 2022. For the data treatment, SPSS, Excel, and WarpPLS software were used to identify the variables, factors, and their direct and indirect effects among the latent variables, referring to a scheme focused on consumer perception based on the acquisition remanufactured products. This created model served as a reference to create and develop a design and repair strategy for White goods or similar products in handling, logistics, and repair. This design strategy was transformed into a business model based on a circular economy, particularly on a Product–Service System with social, economic, and environmental benefits for producers and consumers.
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The capacity to guide the evolution and creation of new products (manufactured goods or services) is crucial for the enterprise's profitability. Hence, enterprises have acquired the capacity to manage the future of their product portfolio. However, companies that offer a combination of manufactured goods and services as an integrated system or a Product-Service System confront challenging conditions to maintain or increase their market share due to the complex relationship between manufacturing and service production systems. The complexity of a PSS makes it challenging to adapt its physical products to new customer requirements, satisfy new standards, or develop/adopt new technologies because any modification in one part of the system will undoubtedly affect the other. Therefore, it is necessary to propose an approach for managing the development process of a PSS from a broad perspective. The approach presented in this article combines the advantages of the Business Model Canvas to define the crucial functions of a business model with the service blueprinting capacity to represent service processes. The proposal describes a five stages methodology: Conceptualization, Business Model Design, Product-Service System (PSS) Scenarios, Blueprint design, and Validation. The methodology helps the analysis of a PSS from three perspectives: product, use, and result, which are the typical PSS scenarios. A case study applied to a company that distributes purified water is helpful to illustrate the methodology. Finally, the methodology includes some aspects that favor implementing creative and dynamic business models, emphasizing the constant changes in the evolution of products and services.
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This dissertation presents research on customers’ perceptions of cleanliness in service environments. The research contributes to the gap in the literature on cleanliness examined from a customer perspective, and adds to the understanding of environmental cues that influence perceived cleanliness. Part one of the dissertation includes the operationalisation of the concept of perceived cleanliness and the development of an instrument to measure perceived cleanliness. Results showed that perceived cleanliness consists of three dimensions: cleaned, fresh, and uncluttered. Next, the Cleanliness Perceptions Scale (CP-scale) was developed and validated in different service environments, resulting in a 12 item questionnaire that can be used to measure perceived cleanliness in service environments. Part two includes the experimental research on the effects of different environmental cues on perceived cleanliness. It furthermore explores to what extent the effects of these environmental cues on perceived cleanliness can be explained by the concept of priming. The experiments demonstrated that particular environmental cues influence perceived cleanliness: the visible presence of cleaning staff, light colour, light scent, and uncluttered architecture positively influence customers’ perceptions of cleanliness in service environments. Also, empirical support was found for priming as one of the mechanisms involved in the effects.Part three reflects on the implications of the dissertation for theory and practice. The research provides knowledge that is relevant for the fields of facility management, service marketing, social psychology, and environmental psychology. The dissertation improves the understanding of the concept of perceived cleanliness by enabling scholars and practitioners to measure the concept and the effects of particular environmental cues in service environments.
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