Dissertations / Theses on the topic 'Service design'

The service department at ABB Robotics has low influence over product development projects at the R&D department. This low influence often results in that the R&D department develops products that are not optimal constructed and designed, to facilitate a good repair and planned maintenance process. This master thesis will investigate and propose changes so that, in future product development project, the R&D department considers the needs of the service department. The objective of the master thesis was to update the Pulse State Tool, a tool that was first developed to help the service department to identify product development project where the service department needs to be more involved in. Furthermore, the Gate-model that ABB Robotics uses, was updated to give the service department a higher possibility to influence product development project. Finally, the last objective was to develop a Checklist to identify service related aspects that the product development project should address to increase the reliability, maintainability, and serviceability of the resulting product. The purpose of the master thesis is to investigate the current process at the service department and how they currently are involved in product development project. Furthermore, a concrete Design for Service process was proposed. The DMAIC problem solving process found in the Six Sigma methodology inspired the used problem solving process for the master thesis. During the master thesis, one revolution of the DMAIC process is called a circle. Several circles were used throughout the problem solving process. Both the objective and purpose of the master thesis was satisfied and the master thesis can be regarded as successful.

Innovation networks are not only about connections, but also dynamics, structures and influences. This research focuses on these three new aspects of innovation networks. The results of this research show that innovation networks have regularities in their dynamics, structures and influences. In the conclusion, these regularities are presented in the network snapshots and regression modelling. This research makes contributions in improving the understanding about how service innovation is created.

Abstract. The growing age of populations brings widespread problems for a range of services, including health care services. Another challenge is the areas of dispersed settlement and decreasing population in rural areas. Urbanization and movement to the larger cities after employment, education, and services has led to decreasing the services in the remote areas even further. In the changing needs of the requirements and challenges of health care entities the use of mobile health care services may provide many benefits to the systems to develop flexible and adjustable health services to citizens. With the help of mobile health care services, the requirements of ever-changing service needs may be responded more efficiently than traditional onsite health care centers. The purpose of this study is to understand the opportunities of user-centric service design and practices in the design processes of mobile health care services. In the future, mobile health care services may potentially be a medium for implementing the health and social service delivery as one of the standard mediums in order to reduce inconsistencies between habitant areas in Finland. By designing user-centric services with methods that leave room for ongoing development and improvement of mobile health care services. The nature of the study is a qualitative case study. The research phenomenon is approached by semi-structured interviews, to define practicalities in the planning of a mobile health care services. The target group of the interview is particularly chosen participants from representative organizations from both private and public health sector. The results of the study confirm the adaptability of user-centric service design in mobile health care services. It also reveals many practical aspects regarding the design process and the possibilities in co-design activities. More precisely, this study suggests that the user of the service can be included in all stages of service design process of mobile health care services in several ways — from defining the need to the implementation and ongoing development. The user-centricity in the context of this study means the users of the service that are involved in the service operations along its way — including employees and other encounters to the service. The results of the study contribute to the model of service design by assessing its suitability to designing mobile health care services with user-centric approach, and gathering concrete practices of those methods.

Service design is a field emerging from the new-found interest in services as a design material by practitioners and academics of the human-centred design tradition. As such, the field can build on the knowledge from previous work in design as well as in service research. Introducing a new design material may however also introduce new challenges to practice. The research presented in this thesis investigates how the design research phase of the human-centred design process is affected by making services a design material.   How users, staff and other stakeholders are involved in service design projects was studied in four studies. Two studies focused on getting a holistic view of how service designers engage stakeholders in their design research. The methods used for these two studies were interviews in one case and participatory observation in the other. The two remaining studies focused on specific aspects of the stakeholder engagement process. One compared how designers and anthropologists approach ethnography, whereas the second investigated the communicative qualities of service design visualisations.   It is argued that service design is a stakeholder-centred design discipline. The tools used in service design are to a large extent borrowed from other qualitative research traditions, but design-specific tools do exist. The information gathered with the tools for stakeholder engagement is then transformed into insights through analysis and synthesis. These insights are visualised to provide easily accessible representations of service situations.   The final section of the thesis identifies challenges ahead for service design practice, based on the findings of the thesis and based on existing theoretical frameworks for the discipline.
Tjänstedesign är ett fält som fortfarande håller på att växa fram. Dess ursprung kan hittas i när praktiker och akademiker inom människo-centrerad design blev intresserade av tjänster som designmaterial. Tjänstedesign byggs upp baserat på kunskap från design- såväl som tjänsteforskning. Dock så innebär detta möte av traditioner att tjänstedesignspraktiken ställs inför  utmaningar som dess moderdiscipliner inte har ställts inför. Syftet med denna avhandling är att utforska hur involveringen av intressenter i designprocessen påverkas vid design av tjänster. Fyra studier har genomförts för att studera hur användare, personal och andra intressenter involveras i tjänstedesignsprojekt. Två av studierna fokuserade på att bygga upp en holistisk bild av intressentinvolvering. Dessa båda studier genomfördes med intervjuer respektive deltagande observation som datainsamlingsmetod. De båda andra studierna fokuserade i mer detalj på specifika aspekter av intressentinvolveringen. Av dessa två studier så studerade en skillnader mellan hur designers och antropologer närmar sig etnografi och den andra vad som kommuniceras av de visualiseringar av tjänstemiljöer som är vanligt förekommande inom tjänstedesign. Slutsatsen dras att tjänstedesign kan beskrivas som en intressent-centrerad designdisciplin. Verktygen som används inom tjänstedesign är till stor grad lånade från annan kvalitativ forskning, men även designspecifika verktyg förekommer. Den information som fås genom intressentinvolvering omvandlas till insikter genom analys och syntes. Dessa insikter visualiseras sedan i lättillgängliga representationer av tjänstetransaktioner.

Service design is a relatively new field which has its roots in the design field, but utilises knowledge from other disciplines focusing on services as well. The service design field can be described as a maturing field. However, much which is considered knowledge in the field is still based on anecdotes rather than research. One such area is visualisations of insights gained throughout the service design process. The goal of this thesis is to provide a scientific base for discussions on visualisations by describing the current use of visualisations and exploring what visualisations communicate. This is done through two different studies.

The first study consists of a series of interviews with practicing service designers. The results show that all interviewees visualise their insights gained throughout the service design process. Further analysis found that there are three main lines of arguments used by the interviewees in regard to why they visualise; as a tool to find insights in the material, to keep empathy with users of the service and to communicate the insights to outside stakeholders.

The second study analysed six visualisation types from actual service design projects by service design consultancies. Four different frameworks were used to analyse what visualisations did, and did not, communicate. Two of the frameworks were based on research in service design; the three reasons to visualise as stated in the interviews in study 1 and a framework for service design visualisations. The two frameworks were adapted from other service disciplines; what differentiates services from goods (the IHIP-framework), and a framework focusing on service as the base for all transactions (Service Dominant Logic). It is found that the visualisation types in general are strong in communicating the design aspects of services, but that they have problems in representing all aspects of service as identified in the service literature.

The thesis provides an academic basis on the use of visualisations in service design. It is concluded that it seems like the service design community currently sees services as being not-goods, a line of thought other service disciplines have discarded the last ten years and replaced with a view of services as the basis for all transactions. The analysis highlights areas where there is a need to improve the visualisations to more accurately represent services.

Preface This thesis has been prepared at Lancaster University Management School as part of a Ph.D. dgree. The work was carried out during the period from October 2010 to September 2014, with Professor Stein W. Wallace as supervisor as well as thesis adviser. Professor Teodor G. Crainic has also been involved, providing guidance and giving advice. Most of the work for this thesis was done at Lancaster University. Some of the work was carried out during academic visits at Norwegian School of Economics, Bergen, Norway and at the Interuniversity Research Center on Enterprise Networks, Logistics and Transportation (CIRRELT), Montreal, Canada. This thesis aims to answer this question: when dealing with a problem with un­certain future, what can we do with the associated deterministic solution? Though the research is based on scheduled service network design for freight transporta­tion, the results and conclusions may provide insights into other problems facing stochasticity of some kind. The thesis consist of three papers.

The notion of service design as a design field has emerged during the last 10-15 years and seems to be growing more and more; a 2007 textbook on interaction design states: “The new frontier of interaction design is services” (Saffer, 2007, p. 174). Since the field is so young, there still are areas which hardly have been explored. One of these is cultural effects on service expectations. This thesis aims to help to fill in the knowledge gap by applying a model of cultural differences. The model used is the one developed by Geert Hofstede, which has been proved to be valid within a large number of varyingfields. This was done through the research question “Is Hofstede’s model applicable to service design in general, and individualization of services in particular?”.

The question was explored through two parallel research processes; a quantitative questionnaire distributed via the web and a qualitative evaluation of 47 different service web sites. The qualitative evaluation was done through a new method called Cultural Walkthrough. Four key countries were chosen; the questionnaire was aimed at natives of these countries and the web sites all came from these countries. The countries in question were Germany, India, the United Kingdom and the USA.

The results indicate that Hofstede’s model can’t be applied to service design straight off. Neither can they be used as a basis to deem the want for the possibility to individualize services, which seems to be dependent on the individual. The results indicate a large number of interesting questions for further research.

This study has used design ethnography and service design thinking to understand triadic relationships in product-service systems. The data used in this research has been collected in an explorative user research phase of an overarching service design project at Scania CV. The service design project was of purpose to apply a user-centered design approach to investigate Scania Driver Services. The study finds Design Ethnography and Service Design Thinking as fruitful in understanding triadic relationships in product-service systems, but also identify challenges that require further exploration in order to enable the best possible value-propositions. The study contributes to understanding what kind of knowledge that applying design ethnography and a service design thinking approach to understand triadic relationships in product-service systems concern. A summary of knowledge identified is presented below. Understanding and knowledge concern: • Contradictions between the purchaser and end-user perception. • Actor perception of another actor(s). • Actor perceived evolution of another actor over time. • Actor change of view due to its own evolution. • Relationships of the service provider, purchaser and end user. • Misconceptions between actors. • Variation in communication between actors. • What the communication between actors is perceived to concern. • Additional actors than initially considered that are crucial for understanding the triadic relationship.

This thesis describes prototyping in service design through the theoretical lens of situated cognition. The research questions are what a service prototype is, what the benefits of service prototyping are, and how prototypes aid in the process of designing services. Four papers are included. Paper one suggests that service prototyping should be considered from the perspectives of purpose, fidelity, audience, position in the process, technique, representation, validity and author. The second paper compares research about how humans use external representations to think, with reasons for using prototypes in service design and service design techniques. The third paper compares two versions of a service prototyping technique called service walkthrough; showing that walkthroughs with pauses provided both more comments in total and more detailed feedback. The fourth paper also contributes to our understanding of how prototypes aid in designing services, by connecting the surrogate situation with the future situation of service. The paper shows how the formative service evaluation technique (F-SET) uses the theory of planned behaviour to add knowledge to service prototype evaluations about the intention to use a service in the future. Taken together the research provides a deeper understanding of what prototypes are, and their roles in service prototyping. This understanding is further deepened by a discussion about service as a design material, suggesting that from a design perspective, a service consists of service concept, process and system. The service prototype acts as a surrogate for the future situation of service. The thesis describes what the benefits of using surrogates are, and shows how prototypes enhance the ability to gain knowledge about future situations. This leads to an understanding of prototyping as a way of thinking in design.
Den här avhandlingen använder situerad kognition som lins för at beskriva prototypande i tjänstedesign. Genom den här beskrivningen undersöker avhandlingen vad en tjänsteprototyp är, vad fördelarna med att använda prototyper är samt hur prototypande kan användas för att designa tjänster. Fyra artiklar ingår i avhandlingen. Den första artikeln föreslår att tjänsteprototypande ska betraktas från perspektiven syfte, detaljgrad, publik, position i processen, teknik, representation, validitet och författare. Avhandlingens andra artikel jämför forskning om fördelarna med att använda externa representationer för tänkande, med anledningar för att externalisera i tjänstedesign, och tekniker för att göra externa representationer. Den tredje artikeln jämför två variationer av prototypningstekniken tjänstegenomgång, och visar att genomgångar med pauser ger mer kommentarer och mer detaljerad feedback. Den sista artikeln bidrar också till förståelsen av hur prototyper stöder design av tjänster, genom att den kopplar surrogatsituationen och den framtida tjänstesituationen. Artikeln visar hur en teknik kallad formative service evaluation technique använder theory of planned behaviour för att bidra med kunskap om att evaluera tjänster med avseende på intention att använda tjänsten i framtiden. Tillsammans bidrar forskningen till en djupare förståelse av vad prototyper är och deras roller i tjänsteprototypning. Denna förståelse fördjupas ytterligare genom en diskussion av tjänster som designmaterial och avhandlingen föreslår att arbetet att representera och designa tjänster innefattar både design av och för tjänster. Tjänsteprototyper fungerar som surrogat för den framtida tjänstesituationen. Avhandlingen beskriver föredelarna med att använda surrogat och visar hur prototyper stödjer möjligheten att skapa kunskap om framtida tjänstesituationer. Detta leder till att prototypande ses som ett sätt att tänka i design.

This master thesis is covering a project that focuses on developing both babysitting services and dog walking services and facilitating them through a mobile application. Only the user interface for the service of babysitting was created because the dog walking service was considered to be less of a complex service, and not add to more to the insights in this project. The project was started due to observations that the babysitting service is highly used in America, but it does not operate in a structured fashion. Many parents are new to babysitting which creates uncertainty when ordering and scheduling babysitter. Babysitter, on the other hand, are usually younger and inexperienced. The user interface is created with a service design approach. Developing the service though by creating stakeholder maps, customer journeys, and, service blueprints. Creating the user interface with the service blueprint as a reference. By taking this approach business insight where created and the babysitting service could be created as a hollow organization. An organization that combines more than one service to create greater value for the end user.
Den här examens rapporten innehåller arbetet att fram ta en barnvakts service och en service för att hjälpa hundägare att rasta hunden när de är frånvarande. Ett grönsint har designat för att tillgodo se användaren med servicen. Hund servicens användargränssnitt har dock inte designats på grund av att servicen ansågs mindre komplex och inte bedrog till insikterna i projektet. Projektet startade på grund av en observation baserad på barnvakts tjänster använd i Amerika. Observationen visade att många föreldar använder sig utav barnvakter men kommunikationen mellan föräldrar och barnvakter varierade mycket. Variationen skapar svårigheter i servicen. Mång föräldrar som aldrig använt sig av barnvakts tjänster har svårt att bedöma vad som kan begäras och hur mycket de ska betala. Barnvakter som oftast är unga människor är de som lider av situation. Unga och oerfarna som är drar sig för att säga till när allt inte stämmer överens. Användargränssnittet är skapat med en servicedesign approach. Arbeta fram en service genom att ska stakeholder maps, customer journeys och service blueprints. Användargränssnittet skapades genom att använda service blueprinten som en referens till vilka funktioner som ska finnas med. Genom att ta använda sig av servicedesign för att ta fram gränssnittet har insikter skapat ur en organisatorisk synpunkt. Insikter som lede till skapandet av en ”hollow” organisation. En organisation som combinera fler typer av service för att skapa mervärde till slutanvändaren.

This thesis investigates the design of inclusive services by integrating theory and approaches from the domains of Service Design and Inclusive Design. This integration was used to evaluate bus service use by younger and older people and the role of other stakeholders. The research was carried out through the case study of the bus service in Guadalajara, Mexico. As a result of this research, an inclusive service design approach and a tool are proposed to guide the design of inclusive services. Using an inclusive service design approach led to the application of a mixed methodology for data collection, which included: 1) a series of individual and group interviews with stakeholders as well as a document analysis; 2) structured focus groups with younger and older people; 3) observation of younger and older passengers using the service; and 4) accompanied journeys with older people. Data were analysed using both qualitative and quantitative techniques, and the results facilitated 1) the understanding of the service operation; 2) the identification of the main barriers for interaction with the service along a door-to-door journey; and 3) the determination of the gap between what younger and older users need and desire and what bus operators actually provide. The research then focussed on visualising and communicating the findings to stakeholders. An inclusive service blueprint was developed to graphically represent the level of difficulty in using the service by younger and older people across the door-to-door journey, and to highlight areas for service improvements. A final study was undertaken to assess the usefulness of the inclusive service approach and the blueprint in improving the bus service. Collectively, the findings indicate that integrating inclusive principles along with a Service Design approach provided several benefits in investigating and improving the bus service. The uniqueness of data generated by younger and older users and the understanding of inclusive principles by the stakeholders already shows the potential to lead to a more inclusive service given the activities now happening in Guadalajara. This research contributes to the discussion of how the design of services can evolve through the incorporation of inclusive principles in the design process. Whilst the research was undertaken in the context of the bus service in Guadalajara, the approach and some outcomes from this research may be applicable for designing inclusive services in other contexts around the world.

To date, service prototyping has been discussed academically as an unproblematic add-on to existing prototyping techniques, or as methods for prototyping social interaction. In fact, most of the knowledge on how services are prototyped comes from organisations and practicing design consultants. Some attempts to define service prototyping have been made but generally without concern about how complete service experiences should or could be represented. Building on existing knowledge about prototyping, a draft of a service prototyping conceptualisation is generated. Based on the draft, the question of how to prototype holistic service experiences is raised and in total, 5 studies have been conducted that contribute knowledge to that overarching question. In addition, each study has its own research question. Study 1 conceptualises prototypes and prototyping in a framework while study 2 and 3 looks at what practicing service designers say they do to prototype services and how they involve different stakeholders in the process. Study 4 examines aspects of design communication and how service experiences are communicated and used during design meetings, and study 5 finally, attempts to generate a process that can be used to evaluate the impact of location oriented service prototypes in e.g. healthcare settings. A number of challenges for service prototyping are identified in the studies, along with the issue of who authors prototypes. The conceptualisation of prototyping is adjusted based on the studies and a framework is constructed that support the conceptualisation. Little evidence for holistic approaches to prototyping services is found in the interviews and service designers involve their clients primarily when prototyping. Service experiences are introduced in communication using a format termed micro-narratives. This format and the purpose of using references to previous experiences are discussed. The thesis is concluded with a suggestion of a process for service prototyping. This process is specific for service design and attempts to support service designers in making holistic service representations when prototyping. Service prototyping requires further research.
ICE

In computer science, the notion of service is a broad term that incorporates any IT service delivered and accessible globally from the Internet. With the arrival of social networks and the pervasive entry of IT into business infrastructures, the population of (web-based) Internet service has grown large enough to turn the need, acquisition, delivery, maintenance and upgrade of computing resources into real strategic challenges. Along with the technology evolution and the growth experienced on the available information, the resource demand has been increasing in both science and engineering marketplaces. To satisfying the growth in resource demand, there have been attempting to enhance the resource-efficiency of delivered service to users, i.e., the effective utility from the available resources, before investing in additional compute resources, in an attempt to maximize their business competitiveness and return on investment of their infrastructures. Accordingly, one of the significant features that make cloud computing an attractive service-oriented architecture for competitive business is: elasticity, i.e., the ability to scale up/down the resources on-demand together with pay-per-use pricing model which eliminates the need for massive up- fronts investment in local infrastructure, a model that was not economically feasible in the era of traditional enterprise infrastructures.Therefore, the work in this thesis had the focus on improving performance and resource utilization of service in Cloud environment.

From the 1990\'s onwards, service science field has experienced a great growth, taking the Marketing academic field as the precursor, next gathering Management and also Engineering academic field. From business tool (i.e., e-commerce), new approaches in service delivery (e.g., IT-based self-service technology such as on-line ticketing and reservation, on-line bank account access, on-line package tracking, and so forth), and new ways of relating to customers (i.e., e-Customer Relationship Management), internet based and IT services prompted researchers to an infusion of Software Engineering concepts and techniques into Service field (MOUSSA; TOUZANI, 2010). The beginning of 2004 was marked by the introduction of the service dominant logic (SDL), advocating a transition from an good-based exchange economy to a service-based one. Also, at the same year, IBM launched a call to action on the Service Science, Management and Engineer (SSME) initiative, pushing service research towards a more formal science field (MAGLIO et al., 2006). Researchers and practitioners are studying and developing ways to consolidate service theories, laws, and principles in order to effectively manage and control service systems in practice. On the other hand, Service Systems are defined as systems with an intense relationship (or collaboration) with the customer. This collaborative relationship characteristic changes the current (good-based) idea of services: from a one way informational channel, to a multiple resource exchange and adaptable process with the costumer. In fact, it changes not only the way service systems are understood, but specially how to design it. In terms of the impact of the service dominant logic on different economic sectors, the impact over manufacturing industry had the attention of several different researchers over the world (AURICH; MANNWEILER; SCHWEITZER, 2010; CAVALIERI; PEZZOTTA, 2012; TOMIYAMA, 2001). The Service Engineering research field then advocate for the incursion of Service Design in manufacturing, changing entirely the current idea of a production chain transformation process from suppliers raw materials inputs until distribution to the final consumer. However, the new perspective on manufacturing services understand services that encompass products, surpassing the notion of a product\'s function design, to reach a receiver\'s state change design. To support adaptation and intense relationship to address customer individual needs, a manufacturing service initiative must be root on technologies that brings more freedom and flexibility into the production process. A production processes for manufacturing services must be formed be a new sophisticated network arrangement supported by internet and combined with intelligent machines. In fact, manufacturing has to be supported to reach the concept of smart (virtual) factories producing smart products. The Product-Service Architecture (or just PSA) was proposed firstly by(SILVA; NOF, 2015) with the objective of answering the needs for a serviceoriented approach to manufacturing industries. As defined by the authors, PSA is a distributed architecture where a service provider is defined as an open set of production unities (which could deliver products, services, or even product/services) that could be independent or commercially connected to the service provider corporation. It is an approach to address the problem of Service Systems from a Design perspective, based on an high-level architecture. The current design approach for PSA is imported from the Service Information Systems, forming a collection of design methods and languages highly connected to object oriented and service-oriented architecture (SOA) approaches. However, to achieve the provider-customer relationship, intense and collaborative, improvements on PSA design approach should be placed in order to allow an internal design that could achieve new solutions that adapt to meet the customer\'s needs. Our main hypothesis is that major problems are on the early phases of the design. Modifying the approaches of the PSA design discipline to approaches more connected to agent-oriented modeling could offer the necessary tools to improve the service design using PSA. Goal-Oriented Requirement Engineering (GORE) emerged as approach very consistent modeling approach strongly based on agent-oriented concepts. Adding the concepts of goals and softgoals to the design process, that could be understood as a high-level stakeholder objectives, it opened a new level of analysis capturing the \"why\" dimensions of the stakeholders(YU, 1997). Following modeling representations to increase agency for the PSA design Discipline, the concept of Intentionality, brought by the GORE method i*, meaning interests and motivation of agents, seems to fit to the objectives of service design. Therefore, we present on this work our proposal for an Intentional PSA Service Design Discipline to support modeling and design for service system that could be even applied to new manufacturing approaches. For the purposes of this work, we understand discipline as a set of rules, involving steps and tools, to achieve a proposed goal. Discipline, as it does not admit a formalism that allows it to be called a method. Therefore, it is a theoretical conceptual proposal that aims practical incursions to demonstrated improvements of the modeling process. Therefore, what we want to demonstrate is that the steps gathered, aligned to a framework improves the quality of the design process. It is not possible to formalize it completely since there is no formal definition of the elements (even for services). It should be noted that the conceptual basis of the intention-based method lies in the preliminary stage of requirements elicitation and analysis, which as we know can not be formalized. We seeks the enrichment of the current PSA design discipline approach with Goal-oriented and Intentional approaches to form a new Service Design Discipline applied for the PSA architecture.
A partir da década de 1990, o campo das ciências de serviço vivenciou um grande crescimento, tendo o Marketing como campo acadêmico precursor, seguido pela área de gestão e logo depois pelo campo acadêmico da engenharia. Desde ferramentas de negócios (ie, comércio eletrônico), passando por novas abordagens na prestação de serviços (por exemplo, tecnologia de autoatendimento baseada em TI, emissão de tickets e reservas on-line, acesso à conta bancária on-line, entre outras), novas formas de relacionar-se com clientes (por exemplo, e-Customer Relationship Management), os serviços baseados na Internet e TI levaram os pesquisadores a uma infusão de conceitos e técnicas relacionadas ã engenharia de software dentro do campo dos serviços (MOUSSA; TOUZANI, 2010). Já o início de 2004 foi marcado pela introdução da lógica dominante de serviço (SDL), defendendo a transição de uma economia de trocas baseadas em bens para uma baseada em serviços. Além disso, no mesmo ano, a IBM lançou um \"call to action\"para uma iniciativa chamada Service Science, Management e Engineer (SSME), provocando uma maior formalização ao campo de pesquisa das ciências de serviço (MAGLIO et al., 2006). Porém, hoje ainda pesquisadores e profissionais estão estudando e desenvolvendo maneiras de consolidar as teorias, leis e princípios das ciências de serviço, a fim de gerenciar e controlar os sistemas de serviços na prática. Por outro lado, os Sistemas de Serviço são definidos como sistemas com uma intensa relação (ou colaboração) com o cliente. Esta característica de relacionamento colaborativo altera a idéia atual de serviços (baseada em bens): de um canal informacional unidirecional, para um intercâmbio de recursos múltiplos através de um processo adaptável com o cliente. Na verdade, esta mudança altera não apenas a forma como os sistemas de serviço são entendidos, mas especialmente como são projetados. Em termos de impacto da lógica dominante de serviço sobre os diferentes setores econômicos, a indústria de manufatura acabou obtendo grande atenção de vários pesquisadores pelo mundo. (AURICH; MANNWEILER; SCHWEITZER, 2010; CAVALIERI; PEZZOTTA, 2012; TOMIYAMA, 2001). O campo de pesquisa de Engenharia de Serviços, que estuda o impacto da lógica de serviços sobre a manufatura, defende então a incursão do Design de Serviço no processo de fabricação, mudando inteiramente a idáia atual de uma cadeia de produção que se iniciava a partir dos insumos e matárias-primas vindas dos fornecedores, passando pela manufatura, atá a sua distribuição ao consumidor final. No entanto, a nova perspectiva sobre serviços de manufatura compreende serviços que englobam os produtos, superando assim a noção do design como projeto da função de um produto, para alcançar a ideia de design como o projeto da mudança de estado de um receptor. Com o objetivo de apoiar a adaptação e o relacionamento intenso em busca de atender às necessidades individuais de cada cliente, uma proposta para um manufatura orientada à serviços deve ter como base tecnologias que trazem mais liberdade e flexibilidade ao processo de produção. Um processo de produção para os serviços de manufatura deve ser, portanto, formado por um novo e sofisticado arranjo em rede conectados à internet, combinando máquinas inteligentes e colaborativas. A manufatura dessa maneira caminhará para uma proposta no qual fábricas inteligentes (virtuais) produz produtos inteligentes. A Arquitetura de Produto-Serviço (ou apenas PSA) foi proposta pela primeira vez por (SILVA; NOF, 2015) com o objetivo de responder às necessidades de uma abordagem orientada a serviços para indústrias de manufatura. Conforme definido pelos autores, o PSA é uma arquitetura distribuída no qual um provedor de serviços é definido como um conjunto aberto de unidades de produção (que poderiam fornecer produtos, serviços ou mesmo produtos / serviços) que poderiam ser independentes ou comercialmente conectados à empresa prestadora de serviços. O PSA é portanto uma abordagem para tratar do problema dos Sistemas de Serviço a partir de uma perspectiva de Design, baseada em uma arquitetura de alto nível. A abordagem de projeto atual para o PSA foi importada de tácnicas vindas dos Sistemas de Informação de Serviço, formando uma coleção de métodos de design e linguagens altamente conectados à abordagens orientadas a objetos e à arquitetura orientada a serviços (SOA). No entanto, para alcançar a relação fornecedor-cliente, intensa e colaborativa, algumas melhorias na abordagem de design utilizando o PSA devem ser feitas a fim de permitir um projeto interno que poderia alcançar novas soluções que se adaptem às necessidades do cliente. Nossa principal hipótese é de que os principais problemas estão concentrados nas fases iniciais do design. Por tanto, é necessário realizar modificações na disciplina de design atual do PSA em busca de abordagens mais conectadas à modelagem orientada à agentes que poderia oferecer as ferramentas necessárias para tal alteração. A Engenharia de Requisitos Orientada para o Objetivo (GORE), portanto, surge como uma candidata importante dado que é uma abordagem de modelagem muito consistente e também fortemente baseada em conceitos orientados a agentes. Esta adiciona conceitos como goals e softgoals, que podem ser entendidos como uma representação alto nível dos interesse dos stakeholders. Assim, permitindo um novo espaço de análise capturado através da dimensão dos \"porquês\"dos stakeholders (YU, 1997). Seguindo as representações de modelagem que buscam aumentar a agência com foco para uma possível aplicação na disciplina de design do PSA, o conceito de Intencionalidade, trazido pelo método GORE i*, que representa os interesses e motivação dos agentes, parece ajustar-se aos objetivos do design de serviço. Portanto, apresentamos neste trabalho a nossa proposta para uma Disciplina Intencional para o Design de Serviço usando o PSA para apoiar a modelagem e o design de sistema de serviço que poderiam ser aplicados até mesmo em conjunto com novas abordagens para manufatura. Para os fins desse trabalho, entendemos disciplina como um conjunto de regras, um código de conduta, envolvendo etapas e ferramentas, para alcançar um objetivo proposto. Discilpina, pois esta não admite formalismo que permita chamá-la de método. Portanto trata-se de uma proposta de base teórica conceitual que visa a incursão prática demonstrada pela melhoria do processo de modelagem. Logo, o que se quer demonstrar é que a reunião de passos, alinhado a um framework melhora a qualidade do pocesso. Não é possível formalizar completamente este método já que não há uma definição formal dos elementos (e nem mesmo de serviços). Note-se que ainda que a base conceitual do método baseado em intenções se encontra na fase preliminar da eliciação e análise de requisitos, que como se sabe não pode ser formalizada. Buscamos portanto o enriquecimento da atual abordagem de disciplina de projeto usando PSA com abordagens orientadas por objetivos e intencionais para formar uma nova disciplina de design de serviços aplicada para a arquitetura PSA.

The idea for the vehicle was inspired by an interest in creating a tranportation possiblity with an advanced design. The author had the fortunate opportunity to carry out an exam project at the automobile company Changan whose design department is in Turin, Italy. Changan produces almost exclusively passenger vehicles for the Asian market. The Asian auto user has shown a great interest in premium and personalised luxury qualities and at the same time demands unique safety aspects. As a result the author was inspired to design a vehicle which combined both aspects in a unique passenger vehicle for the future. Because of the masstransit situation in mega-cities the author felt inspired to test a new highway infrastructure possiblity in the conception of the vehicle design, the tunnel system. Classical hand drawings together with digital ideation drawing and 3D software models were the tools implemented for the design process. The work process was not linear starting with hand drawings and ending in complex computer models but took on a laborious path doubling back on and reworking all the different creative routes in a method which culminated in an end product. The end result is the Traveler, a shared auto service for two for 2050, a unique expansion on Changan´s historical production of passenger vehicles. The automoble is conceived as a two-compartment passenger transport option. Its size allows for different rider experiences: work, relaxation and entertainment while on the go. Because the passenger is in her/his own „room" there is a guaranty for complete privacy and ultimate safety from outside influence.

Thesis (S.M.)--Massachusetts Institute of Technology, Dept. of Civil and Environmental Engineering, 2004.
Includes bibliographical references (leaves 109-110).
Many transit agencies run both limited-stop and local service along some of their heavy ridership corridors. The primary benefit of limited-stop bus service is higher speed which results in reduced running time and thus reduced travel time for passengers. This reduced travel time can improve the service quality for existing passengers and can increase ridership on the route and thus both passengers and the agency can benefit from limited- stop service. However, this strategy also results in increased access time, and in increased wait time for some passengers. This thesis develops a model to evaluate limited stop bus service and then applies the model to develop general design guidelines for limited-stop service. The model created evaluates a specific service configuration including both the local and limited-stop headways and stops. The model calculates travel times, and assigns existing demand to limited and local stops and to limited and local routes, based on minimum passenger (weighted) travel time. This assignment is applied at the origin-destination pair level. The model then calculates several measures of effectiveness, which are used to compare different configurations, including market share (local preferred, limited preferred, and choice passengers), stop and route assignment (number of passengers selecting the limited service stops and limited-stop service), net change in passenger travel time (weighted and un-weighted), and finally productivity (passengers per trip and per vehicle hour for the local and limited-stop service). The model was used to analyze two CTA cases: Western Avenue local Route 49 and limited-stop Route X49, and the Madison Avenue Route 20.
(cont.) The analysis of Western Avenue and Madison Avenue involved testing alternative frequency configurations; alternate stop spacing configurations were analyzed only for Madison Avenue. The specific findings on these routes show that the existing stop spacing on Route X49 is effective, but to improve the overall effectiveness of the route the limited-stop frequency share should be increased to at least 60% of all service on the corridor. Limited-stop service on Madison Avenue was found not to be effective under any configuration due to short trip lengths and evenly distributed demand along the route. The results of the analysis were used to develop two sets of guidelines: corridor (or route) potential for limited stop service and limited-stop service design. The corridor potential guidelines suggest that high concentrations of origins and destinations and long passenger trips are both critical to the effectiveness of limited-stop service. Additional factors that affect the corridor potential for limited-stop service are the existing headway and ridership and the potential for route level running time savings. Limited-stop service design guidelines were developed for setting stop spacing and frequency share. The stop spacing on the limited-stop service should be decided by placing stops at the highest demand points and at all transfer points, and is guided by the distribution of origins and destinations, with the goal of attaining a wide enough stop spacing to achieve significant route level travel time savings. One of the major findings of this thesis is that limited-stop service is generally most effective at greater than 50% frequency share.
by Stacey Schwarcz.
S.M.

Since two decades ago, Service Design as a design-led approach to service development and innovation has expanded its scope of interventions and contributions. It has been repositioning itself from a rendering activity for supporting the development of service concepts and structures to a human-centred and holistic approach to service development. However, this expanding conceptualization of Service Design has not drawn much attention from wider service research communities. It may be partly because Service Design has had weak connections to other service disciplines while remaining as a design-centred description of knowledge and practice within the boundary of Design. To address this issue, this thesis paid attention to New Service Development (NSD) theory as a frame of reference for studying Service Design. Relating Service Design to NSD theory may be helpful in enhancing the legitimacy of Service Design by demonstrating how the ‘designerly’ approach could contribute to organizational NSD practices and processes. Yet, Service Design has seldom been investigated systematically in relation to NSD theory. This thesis aimed to understand how Service Design practice is involved alongside the NSD process in terms of its interventions, characteristics, outcomes, and what are the contributions and implications for NSD theory. The literature review and expert interviews were conducted to build a theoretical relationship between Service Design and NSD theory as a foundation for studying Service Design in the context of NSD theory. Also, 10 case studies were undertaken to explore Service Design approaches and contributions to the service development process and practices. As a result, four Service Design intervention areas: INFORMING; SPECIFYING; ACTIVATING; and SUSTAINING were identified with associated key design activities. The intervention areas and design activities were then positioned into the existing NSD process literature to identify Service Design contributions to NSD theory, and they were interpreted through the lens of the Service Logic. The Service Logic served as a useful framework through which to articulate how Service Design practice can operationalize the user-centred perspective and approach in NSD. Moreover, the case studies indicated that different designer-client relationships can influence the quality of Service Design practices and can have different degrees of transformative impacts on the client’s service development and operations. The design practices in the ‘Delivering’ relationship stayed at a peripheral level, just providing the client with user-centred reference data. The designer’s activities in the ‘Assisting’ relationship motivated the client to design and realize user-centred service experiences. In the ‘Facilitating’ relationship, the design practices transformed the client to become a main agent for sustainable user-centred service innovation. This finding, on the one hand, can help organizations to recognize the potential contributions of service designers while encouraging them to be more receptive to the Service Design approach to reap the full benefits of it. On the other hand, the finding suggests that service designers need to learn more about organizations to better implement the design outcomes and affect organizational NSD practices and processes. Also, it implies the needs for developing more specialized Service Design strategies and approaches geared toward different project purposes and different organizational contexts.

Tese de Doutoramento em Design, com a especialização em Design apresentada na Faculdade de Arquitetura da Universidade de Lisboa para obtenção do grau de Doutor.
Com base na teoria do Design, o objectivo desta investigação consistiu em projectar um modelo para as PME portuguesas de serviços. Foi desenvolvido para ser utilizado facilmente, permitindo que o utilizador tenha uma visão geral e holística de diferentes áreas de conhecimento relacionadas com negócios e saiba a importância das suas inter-relações. A capacitação dos utilizadores pode prevenir e evitar a morte prematura das empresas. Esta investigação resultou do ambiente resultante da crise social e económica nacional, nomeadamente através do número de empresas que faliram e das altas taxas de desemprego. Apostar no Crescimento Sustentável e na Longevidade, e nos benefícios comprovados integração do Design nas empresas é um aliado para a superação das dificuldades existentes. A revisão da literatura focou no Design e o contexto actual português, nomeadamente nas dificuldades existentes e nas necessidades futuras. No estado da arte relacionado com o Design, deu-se maior importância às áreas relevantes para a investigação como o Design Thinking, Design de Serviços e Benefícios do Design através de Design Estratégico. Outras questões também foram estudadas, nomeadamente as relativas aos processos, influência, uso e integração em empresas, outros benefícios e modelos relacionados. Foi seleccionado um grupo de empresas, com características específicas associadas ao Crescimento Sustentável e Longevidade. As PME de serviços já existentes, foram estudadas através de questionário e as empresas mais jovens que se destacaram, foram estudadas através da análise de dados públicos existentes. Estes estudos permitiram obter alguns resultados. Foi possível definir que o modelo deveria ser teórico, simples e amplo e incluir algumas características nomeadamente conhecimentos da área empresarial e do Design.  O modelo deveria ser facilmente compreendido por um público vasto e usado por decisores distintos e por empresas diversas e deveria permitir relacionar a empresa com o modelo. No que diz respeito às empresas, o modelo foca nas questões intrínsecas (empreendedor e equipa), assuntos internos (empresa / negócio), questões extrínsecas ou para processos e estágios de evolução da empresa (ciclo de vida e desenvolvimento). Em termos de Design, o modelo centra-se no Design Thinking, Design de Serviços e Benefícios do Design nomeadamente através do Design Estratégico. O modelo multidimensional foi projectado com especial atenção no seu uso. Pretende-se que os utilizadores compreendam o modelo, identifiquem e visualizem a posição da empresa no modelo e, finalmente, relacionem a empresa com as várias valências do modelo. Também, foi pretendido que os utilizadores aumentem os conhecimentos em Design e a consciência dos benefícios da sua integração na empresa, com foco no Crescimento Sustentado e Longevidade. Os vectores tempo e fase de desenvolvimento da empresa também foram destacados, permitindo ao utilizador relacionar o modelo com a situação da empresa, apresentando futuros cenários e melhorias potenciais. As entrevistas aos especialistas foram conduzidas com base na primeira versão do modelo, para a sua validação e inclusão das críticas construtivas numa versão seguinte. As informações relevantes obtidas, relativas a esta etapa da investigação e de todo o processo, foram inseridas na versão 1.2 do Modelo Atena, que tendo sido melhorado é apresentado neste documento. O modelo pode ser usado como referência e pode ser aplicado a um amplo universo de empresas e negócios que tenham como objectivo a sua melhoria. A investigação baseou-se nas etapas metodológicas apresentadas, respondendo à hipótese e às questões da investigação.   O modelo aumenta o conhecimento da importância e dos benefícios da integração do Design nas empresas, demonstrando que é possível projectar empresas e negócios mais rentáveis incentivando o Crescimento Sustentável e a Longevidade e, consequentemente, promover o desenvolvimento social e económico do país.
ABSTRACT: Based on Design knowledge, the aim of this research was to develop a model with special focus on service SMEs. Its simplicity and ease of use were purpose-built to allow the user a holistic view of different areas, namely business knowledge, and to be aware of their importance and relationships. The users’ empowerment has the potential to prevent and avoid companies’ premature death. The original concerns of this research emerged from the national environment of social and economic crisis (company bankruptcies, high unemployment rates, etc.), the extensive need to pursue Sustainable Growth and Longevity, and the proven benefits of the use and integration of design in companies. The literature review was performed on Design and in the global context, with a special focus on contemporary Portuguese difficulties and future needs. In the State of the Art, the focus was on Design relevant issues for the research, such as: Design Thinking, Service Design, Benefits raised by Design, namely through Strategic Design. Other issues regarding Design were also studied: processes, influence, use and integration in companies, other benefits, and related models. A group of companies with specific characteristics associated with Sustainable Growth and Longevity were selected and deeply analysed: existing Portuguese service SMEs studied through questionnaires, and prominent young companies studied through analysis of public data. The main focus was on a selected set of companies with specific characteristics leading theoretically to Sustainable Growth and Longevity. Several findings could be drawn from these two studies. Following this work, it was possible to specify that the model should include business and Design knowledge, and should be theoretical, simple and broad.  Some particulars were also defined: the model should be easily understood by a wide public, used by a wide range of decision-makers and companies, and allow the companies to be easily and quickly identified and placed within the model. The Model should focus on: intrinsic matters (entrepreneur/team), internal subjects (company/business), external issues, and the evolution process and stages (lifecycle and development) of the company. With regards to Design, the Model should focus on: Design Thinking, Design Process, Service Design, as well as the beneficial relation Design - companies, namely through Strategic Design. The multi-dimensional model was designed with special focus on its use. It was intended that the users could understand the model, identify and visualize the company’s position in the model, and lastly to characterize the company using several facets of the model. It was also intended that users could raise their knowledge and awareness of design and of the benefits of design integration in the company, focusing on company Sustainable Growth and Longevity. The model also focused on the time and development stage vectors, allowing the user to relate the model to the company’s current situation and presenting future scenarios and potential improvements. Expert interviews were conducted in order to validate the Model and to feed into its first draft version. The relevant inputs concerning this research and process stage were incorporated into the Athena Model, the version presented in this document. The model can be used as a reference and can be applied to a wide spectrum of companies and businesses with improvement objectives. The research was based on the methodological steps presented, responding to the research hypothesis and questions. The Model raises knowledge and awareness of the importance and benefits of design integration in companies, linked to Business knowledge, demonstrating that it is possible to design better companies and businesses, encourage Sustainable Growth and Longevity, and thereby foster social and economic development.
N/A

The study looks at relationships between service \(concept\), customer \(inputs\) and \(service\) process design (CI&P constructs) in information intensive service (IIS) systems from a service process execution viewpoint. A review of service operations literature hints to several researchable gaps. First, although service design and development has been studied at process level, how the CI&P constructs relate and explain each other and implications therein to operations and operational management decisions is not clear. Extant literature provides unstructured and incomplete picture of these relationships. This study explores the combined influence of different customer inputs to design of service delivery process and service concept. Second, specific features linking service delivery process to the IIS product package and the role of customer inputs are empirically assessed. Considering the recentness of IIS phenomenon and nature of investigation, multiple-embedded case study research design is deemed appropriate for theory building and extension. The study develops six propositions linking different attributes of operations transformational process in design of services. Contributions are presented at three levels; (i) identification of process design features for IIS, (ii) establishment of links between elements of the transformation model for IIS, and (iii) highlighting of the role and implication of information intensity to understanding of service classification and management of service operations. To the practitioner, the study demystifies the fundamental problem of IIS delivery that bases its decisions on marketing considerations, giving little regard to operations management.

During the past decade service-orientation has become a popular design paradigm, offering an approach in which services are the functional building blocks. Services are self-contained units of composition, built to be invoked, composed, and destroyed on (user) demand. Service-oriented systems (SOS) are a collection of services that are developed based on several design principles such as: (i) loose coupling between services (e.g., inter-service communication can involve either simple data passing or two or more connected services coordinating some activity) that allows services to be independent, yet highly interoperable when required; (ii) service abstraction, which emphasizes the need to hide as many implementation details as possible, yet still exposing functional and extra-functional capabilities that can be offered to service users; (iii) service reusability provided by the existing services in a rapid and flexible development process; (iv) service composability as one of the main assets of SOS that provide a design platform for services to be composed and decomposed, etc. One of the main concerns in such systems is ensuring service quality per se, but also guaranteeing the quality of newly composed services. To accomplish the above, we consider two system perspectives: the developer's and the user's view, respectively. In the former, one can be assumed to have access to the internal service representation: functionality, enabled actions, resource usage, and interactions with other services. In the second, one has information primarily on the service interface and exposed capabilities (attributes/features). Means of checking that services and service compositions meet the expected requirements, the so-called correctness issue, can enable optimization and possibility to guarantee a satisfactory level of a service composition quality. In order to accomplish exhaustive correctness checks of design-time SOS, we employ model-checking as the main formal verification technique, which eventually provides necessary information about quality-of-service (QoS), already at early stages of system development. ~As opposed to the traditional approach of software system construction, in SOS the same service may be offered at various prices, QoS, and other conditions, depending on the user needs. In such a setting, the interaction between involved parties requires the negotiation of what is possible at request time, aiming at meeting needs on demand. The service negotiation process often proceeds with timing, price, and resource constraints, under which users and providers exchange information on their respective goals, until reaching a consensus. Hence, a mathematically driven technique to analyze a priori various ways to achieve such goals is beneficial for understanding what and how can particular goals be achieved. This thesis presents the research that we have been carrying out over the past few years, which resulted in developing methods and tools for the specification, modeling, and formal analysis of services and service compositions in SOS. The contributions of the thesis consist of: (i)constructs for the formal description of services and service compositions using the resource-aware timed behavioral language called REMES; (ii) deductive and algorithmic approaches for checking correctness of services and service compositions;(iii) a model of service negotiation that includes different negotiation strategies, formally analyzed against timing and resource constraints; (iv) a tool-chain (REMES SOS IDE) that provides an editor and verification support (by integration with the UPPAAL model-checker) to REMES-based service-oriented designs;(v) a relevant case-study by which we exercise the applicability of our framework.The presented work has also been applied on other smaller examples presented in the published papers.
Under det senaste årtiondet har ett tjänstorienterat paradigm blivit allt-mer populärt i utvecklingen av datorsystem. I detta paradigm utgör så kallade tjänster den minsta funktionella systemenheten. Dessa tjänster är konstruerade så att de kan skapas, användas, sammansättas och avslutas separat. De ska vara oberoende av varandra samtidigt som de ska kunna fungera effektivt tillsammans och i samarbete med andra system när så behövs. Vidare ska tjänsterna dölja sina interna implementa-tionsdetaljer i så stor grad som möjligt, samtidigt som deras fulla funktionalitet ska exponeras för systemdesignern. Tjänsterna ska också på ett enkelt sätt kunna återanvändas och sammansättas i en snabb och flexibel utvecklingsprocess.En av de viktigaste aspekterna i tjänsteorienterade datorsystem är att kunna säkerställa systemens kvalitet. För att åstadkomma detta ärdet viktigt att få en djupare insikt om tjänstens interna funktionalitet, i termer av möjliga operationer, resursinformation, samt tänkbar inter-aktion med andra tjänster. Detta är speciellt viktigt när utvecklaren har möjlighet att välja mellan två funktionellt likvärda tjänster somär olika med avseende på andra egenskaper, såsom responstid eller andra resurskrav. I detta sammanhang kan en matematisk beskrivning av en tjänsts beteende ge ökad förståelse av tjänstemodellen, samt hjälpa användaren att koppla ihop tjänster på ett korrekt sätt. En matematisk beskrivning öppnar också upp för ett sätt att matematiskt resonera kring tjänster. Metoder för att kontrollera att komponerade tjänstermöter ställda resurskrav möjliggör också resursoptimering av tjänster samt verifiering av ställda kvalitetskrav.I denna avhandling presenteras forskning som har bedrivits under de senaste åren. Forskningen har resulterat i metoder och verktyg föratt specificera, modellera och formellt analysera tjänster och sammansättning av tjänster. Arbetet i avhandlingen består av (i) en formell definition av tjänster och sammansättning av tjänster med hjälp avett resursmedvetet formellt specifikationsspråk kallat Remes; (ii) två metoder för att analysera tjänster och kontrollera korrektheten i sammansättning av tjänster, både deduktivt och algoritmiskt; (iii) en modell av förhandlingsprocessen vid sammansättning av tjänster som inkluderar olika förhandlingsstrategier; (iv) ett antal verktyg som stödjer dessa metoder. Metoderna har använts i ett antal fallstudier som är presenterade i de publicerade artiklarna.
Contesse

This research combines the methodology proposed in Axiomatic Design Theory (ADT) with a service oriented decomposition approach for systematic development of Service Oriented Architecture compliant systems. A previous study had applied ADT to component oriented development where simultaneous specification and decomposition of models related to requirements, design, product domain, and components were supported. Recently, Web services have gained popularity and they became a more desired alternative to components. This research sets the foundation for service-oriented modeling and development with ADT support through enhancing the component oriented work conducted before. The goal is to be able to consider customer needs viewed in the domain context, together with the requirements and design so that efficient development can take place based on existing Web services. The system under development is viewed as a hierarchy of process models where leaf-level processes correspond to Web services.

Thesis (M.S.)--University of Alabama at Birmingham, 2007.
Additional advisors: David G. Green, Gary J. Grimes, John L. Hartman IV. Description based on contents viewed Feb. 5, 2008; title from title screen. Includes bibliographical references (p. 110-120).

Microfluidics is a relatively new and, with an estimation of the market for these devices exceeding $3 billion in 2014, it is considered a profitable domain. Constant development of new technologies and growing demand for more versatile products cause increasing complexity in this area. To address this, the current trends for the domain include automation, standardisation and customisation. At the same time, the society is moving from product types offering to services. Due to the customisation trend this transition appears beneficial for microfluidics. Taking advantage of these opportunities, an investigation of microfluidic design has been undertaken to address the issues at their origins. The literature review showed a lack of a general design methodology applicable for all microfluidic devices, identified existing approaches as technology driven and the domain as unique in terms of design. Also, it highlighted a number of automation and standardisation attempts in the area. In addition, microfluidics shows limited customer and service-orientation. Meanwhile, an investigation of complexity and its implications in microfluidics narrowed the study to sub-section interactions, which allowed standardisation and automation without compromising customisation. In response to these gaps, an aim of the research is to develop a guideline for service- oriented design of microfluidic devices that can deal with sub-section interactions. This research reviews: existing methodologies for design in micro-scale, their applicability to the domain, microfluidic practitioners’ approach to design, state of service-thinking and services in the area and how sub-section interactions are dealt with for these devices. The developed guideline and design enablers present a proposal for a general process for the design of microfluidics. The solution attempts to tackle the issue of sub- section interactions and brings the domain one step towards an ‘experience economy’ by incorporating service-considerations into the design process. The usefulness of this contribution has been confirmed by a variety of methods and numerous sources including experts in the field.

This research was an investigation into the nature of new service design (NSD) activity. The thesis researched literature on NSD and established limits of its applicability. Also developed was NSD process and content theory outside such limits. The research was a multiple site case study. At the level of case-sites the study used the interpretative approach called "explanation-building; " the development of narratives that explained data using concepts from the literature review. The "crosscase" analysis tested these theoretical concepts and allowed the emergence of new empirical categories, and the development of new theoretical categories and hypotheses. Imperatives and stimuli for NSD were a mix of environmental pressure and pressure to deploy resources. Demand-side pressure for variety and the propensity of the resource-base to continually enhance capability mean that service organisations are inevitably exposed to resource or market risk. The organisational response should respect the nature and extent of risk exposure; internal 'imbalances' between resource capability and market needs must be redressed in the NSD response. The applicability of "stage-gate" models of NSD is limited to those contexts where the service is analogous to a manufactured good. In addition there are six other contexts with corresponding process ideals. Unless the outcome of the NSD process is holistic, implementation problems are the result. Holistic NSDs include a strategic rationale, the proposed market offering, process implications and structural or infrastructural resource implications. The initial configuration of NSD communication devices is dependent on the nature of the NSD process. If NSD is focussed on resource / process development then the vernacular of NSD tends to be resource / process descriptions. If NSD addresses exposure to market risk, then NSD constructs tend to be marketing devices. Thus during the NSD process the NSD need not be holistic, by the end of the process it should be.

This paper presents a novel approach for designing and optimizing maintenance service contracts through the application of mechanism design theory. When offering a contract to its customer, the maintenance service provider seeks to specify contract terms - such as price, service features and incentives - that maximize the provider's profit, satisfy customer needs, allocate risks effectively and mitigate moral hazards. Optimal contract design has to account for asymmetric information and uncertainties associated with customer characteristics and behaviors. We illustrate our mechanism design approach by applying it to the contract design challenge of a gas turbine manufacturer, which also provides maintenance services for its aircraft engines. In our solution approach, we compute an optimal set of contracts. The entire set is presented to the customer and is designed such that the customer will accept one of the contract alternatives without negotiations. In addition to eliminating the costs and delays associated with negotiations, this approach also reveals the customer's private information to the service provider, which the provider can use to its benefit in maintenance management and future contract renewals. Furthermore, we design and incorporate win-win incentive mechanisms into the contracts, which reward the customer for actions that reduces maintenance costs. We present a deterministic and a stochastic mechanism design model, the latter accounting for uncertainties associated with customer actions, engine performance, and maintenance costs during the contract execution phase.
Master of Science

This thesis presents a design work in which one platform specific User Interface (UI) is redesigned to fit into the multiple platform range of a software application. Among other design methods a service design analysis and a platform general UI framework are used. The thesis aims to study the impact of these methods.

The service design analysis starts with a workshop which outcome is used as reference point during the design process and later in the analysis of the results. The general framework is extracted from existing mobile implementations of the software and is used as a guideline in the design of the platform specific solution.

The results presented show that the service design perspective added high level priority tools to the process, and there are indications that this method can be even more valuable in earlier stages of adaptation of software to new platforms. The general framework is shown to have contributed on a more detailed level and there is indication that this method can facilitate the work of obtaining continuity between platforms.

XML has been extensively adopted by the industries for data exchange in the E-business environment. XML web service is XML based application, which can be used to integrate distributed applications.
The objective of this thesis is to present the Web Service Architecture in detail, explore the use of XML and Web Service technologies for collaborative application integration in Business-to-Business, design and implement a Stock Information Service with the XML web service architecture.
In this thesis, we start with an overview of current application integration approaches, and then focus on the Web Service Architecture. After exploring XML Web Service Standards, including SOAP, WSDL and UDDI, we design and implement the Stock Information Service to demonstrate the usage of web service architecture in the application integration. This application integrates different web applications about stock information using Web Service Architecture and provides an integrated interface to the customers. It is implemented with IBM WebSphere Application Developer.

e-Government services are typically developed by internal service providers, often neglecting the service end user. Subsequent delivery of services can be jeopardised without due consideration of the service user, lacking in consideration of their needs and expectations in the design process. However, the service provider when designing e-services for varied users, find it is hard to meet the prospective users’ expectations and needs and involve them in an iterative design processes. To address this issue; a Co-design approach has been applied and focuses on Jordanian Government to Citizens (G2C) e-services. Co-design tools/methods maximize opportunities and provide new possibilities for communicating and collaborating with varied and diverse users. The main aim of this research is to improve the quality and efficiency of G2C e-services by adopting the Co-design approach including its tools/methods to support user participation throughout design process, and how these tools/methods pretend the features of user participation. A novel G2C e-Service Co-Design Framework (G2C-SCOF) is constructed with mechanisms for understanding the stakeholders’ requirements, and granting them an active role throughout design process of G2C e-service design. A wiki-based Co-design prototype (WCP) is developed and introduced as a response to and evaluation of the developed G2C-SCOF. This research also presents results from the case study in Jordan and used to evaluate WCP effectiveness regarding users’ participation role(s) throughout the Co-design process based on standard service design phases. Interestingly, involvement throughout design process as such can be an enriching experience for the users. Offering a channel to uncover their own creativity and provide enjoyment for them as they see their contributions evolve into a viable service. A robust method for uncovering domain concepts is derived that bridges the requirements’ gap between service provider and service user within a G2C e-service design context. A first iteration evaluates the adoption and acceptance of Jordan Government Portal (JGP) based on a model titled Methodology for e-Government Service Adoption and Acceptance Measurement (MEGA-M). MEGA-M is then used to design a survey and subsequently investigate how citizens perceive the quality of the JGP. RepGrid methodology with semi-structured interviews are deployed in the second iteration – with 24 participants from diverse backgrounds contributing to a synthesised cognitive model titled Stakeholder’s requirements map for G2C Service Design’ (SRM-G2C). Finally, a prototype WCP is developed as the third iteration for evaluation purposes. WCP is a platform for facilitating the sharing and expression of ideas and/or assumptions used to improve the effectiveness of G2C e-service design. The conclusions and contributions drawn from this research are expected to benefit researchers, providing insights for future research in the field of e-Government service design, and practitioners, providing a systematic framework for supporting the collaboration among stakeholders in designing G2C e-services.

How might we through emotional service design investigate how to support people in coping with social isolation by enabling for opportunities to be alone together? This is the research question this interaction design bachelor thesis, through applying theories of emotional and service design, has been aiming towards investigating. What is presented in the work is a merge of the terms, emotional service design. In addition to this, a service to help improve its user’s well-being and ability to cope with the effects of an isolated stay-at-home life is proposed.The conducted research has taken a qualitative approach, using methods of semi-structured interviews, affinity-diagramming, cultural probes, co-creative workshops and prototype testing, insights indicating that loneliness can be combated through two main ways: by finding an activity-based escape or by connecting with people or others. What is argued for is the importance of keeping emotional reactions in mind when designing for experiences.

Thesis (MTech (Design))--Cape Peninsula University of Technology, 2018.
Design is a highly complex process. It involves various stakeholders, processes and interactions that need to work coherently in order to result in a successful design or product. It needs to be acknowledged that offering design as a successful service is not simply an interaction between a customer and a single designer, but in reality is far more complex and detailed. In today’s society, it is no longer sufficient for design-businesses to only focus on providing a well designed end product. Instead, customers now seek value in superior experiences from the services they use. Design-businesses thus need to shift their current outward focus to also create and design superior service experiences. Owing to the intangible complexities and intricacies within design as a service it makes it incredibly challenging to improve or enhance. Skeg Product Development, a leader in the Product design industry in South Africa, was used as a single case study to offer a real-world working context of Product design as a service. This study used purposefully selected Service design tools and techniques, such as the customer journey and service blueprint, for co-design workshops. Three workshops were facilitated in order to co-design maps with employees from various functions within the case study. Workshop 1 required participants to map their ideal customer journey. This was used to identify an area of focus within the case study that would benefit the most from improved visualisation. Workshop 2 and 3 used a service blueprint to map the existing front of stage- and backstage interactions and processes respectively. The mapped findings were supplemented by informal interviews with employees as well as continuous observations within the case study. It was found that Product design as a service, although the experience is subjective to each customer and project, is filled with intangible challenges and intricacies. It had been identified that managing customer expectations is currently the biggest challenge in offering Product design as a service. Although this was found to be a crucial obstacle to the customer experience, with multiple discussions around the topic, very little is actively being done to address it. It was also identified that current internal processes are not completely understood in terms of what they entail or their purpose to the service. This was found to be especially true across the various functions. This holds significant consequences for employees, the service and ultimately the customers. During the course of the study a number of themes and topics emerged. These include the success criteria for Product design as a service, as well as the significance of understanding roles and processes. The challenge of managing customer expectations in an unpredictable context is also addressed. The study subsequently presents two means for design-businesses to shift their focus to backstage processes in order to mitigate this challenge. The emerged themes speak to the greater industry of Product design as well as the developing field of Service design. This research is aimed at any individual, business or employee involved in the design industry. This includes anyone who has a role in delivering design as service who could benefit from a clearer understanding of the challenging context in which they work. It would also be beneficial to an individual or business who may want to suggest adjustments or changes to improve design as a service in future.

The study examines the contribution of the emerging practice of Service Design in Entrepreneurial Learning, or the creation of knowledge that supports shaping and managing new ventures. It is supported by an empirical investigation spanning a pilot study and two case studies in the contexts of enterprise education for nascent entrepreneurs and Service Design consultations with mature entrepreneurs. Three main research questions are addressed, namely what is the focus of service design activities in entrepreneurship, what types of entrepreneurial knowledge are generated through service design activities and how does the transformation of experience to entrepreneurial learning take place in Service Design. The Service Design process in both case studies was deconstructed through a learning lens applying a framework that captures the contribution of individual activities in learning, namely capturing the domain of knowledge they relate to – ie. the current situation, a potential future situation or the implementation of a specific idea, as well as the way in which they contribute to new knowledge creation. Moreover experiential learning theory was mobilised due to its broad scope and previous use in both fields, to capture the process of experience transformation into new knowledge. The findings of the study highlight a focus on implementation in Service Design activities, through analysis of the current situation and modelling of various aspects of the venture. The main types of knowledge generated are service specifications user insights as well as insights about being entrepreneurial, namely the importance of empathy and Service Design as an approach to opportunity development. Experience is transformed to knowledge primarily through exploitation and assimilative learning based on abstract conceptualisation.

How can coaching services encourage user engagement? The objective of this thesis has been to conduct research with a service design approach of what changes can be made to a service to further engage and motivate users. The already existing service provided by Scania called Driver Coaching is used as a case study. The thesis contributes to research by exploring how coaching services can implement gamification aspects in its customer journey. Using said case study as an example, user studies were conducted and resulted in an extensive list of insights and user needs. A gamification framework called Octalysis was used to locate what aspects of the service that could be changed in order to increase user motivation. The user needs and the lacking core drives in the current Octalysis were connected during the ideation phase. Connecting the gamification theory with the service design case study, a design proposal took form. In this case study, the design proposal is a modular concept with five different components that can be implemented in the service on their own or all together. Even though this design proposal is specific to the case study, the process of using the gamification theory and methods could be applied to other cases.

Thesis (S.M. in Engineering and Management)--Massachusetts Institute of Technology, Engineering Systems Division, System Design and Management Program, 2011.
Cataloged from PDF version of thesis.
Includes bibliographical references (p. 99-101).
The significance of the service platform is increasing, while studies on this phenomenon remain scarce and insufficient. Most of the researches focus on products, market segmentation and how platform triggers innovation and there's a lack of researches that focus on services, the fast growing industry nowadays. In analyzing the service platform, it is important to understand the interactions between different players, such as application developers, content providers, network operators, and users. For that purpose, a value network analysis which analyzes the interactions for creating value between the key players is more suitable than the common value chain analysis which is one-directional and sequential. This thesis adopts the value network approach in an attempt to analyze the two different types of service platform, that is, social networking platform and mobile service platform. The Social Networking Service (SNS) is evolving beyond the bounds of a simple personal network and is gradually transforming into a social networking platform where SNS information is used to develop various new services. This thesis examines the positioning and interaction of the key players for the social networking platform and the values that the key players can gain and capture. The mobile service platform is becoming more important, as 3G mobile technologies are mature and widespread and the smartphone market is growing rapidly. For the mobile service platform, the market players are engaged in a severe competition to control the market through various strategies. The biggest current issue in the mobile market is the movement to open platform strategy to build an ecosystem in which third-party developers can participate. This thesis also examines the positioning and interaction of the key players surrounding the mobile service platform and the values that the key players can gain and capture. Ultimately, this thesis aims to suggest service platform strategies for service platform providers and third party developers from the perspectives of social networking platform and mobile service platform. For that purpose, case studies are conducted in depth. In this thesis, the term "service platform" is defined as a set of interfaces provided for the development of applications or contents as service and software grow into one.
by Jang Hoon Yoo.
S.M.in Engineering and Management

The service sector has been identified as the main force of economic and potentially sustainable growth in most developed economies. Nevertheless, despite the role of services in today's economy, little is known about what drives service innovation and which tools and methods determine successful service design and development. This dissertation focuses on addressing the challenges associated with the design, development and operation of service offerings. In the first essay (Chapter II) we explore the design challenges of an organization that develops an experiential service. In experiential services, the customer value extends beyond the functional benefits of the service, and it encompasses the overall experience. We draw upon the perspective of the customer journey, which is widely used by design firms (e.g., IDEO), and we model the entire service experience as a process comprising individual service steps (also known as touchpoints). The value of the service is "co-produced" over several touchpoints between the customer and the service provider. We identify the non-monotonic effects of the co-production losses and service complexity on the provider's design decisions, (i.e., price), and the touchpoints she controls. Finally, we fully characterize the conditions under which the service provider may use these design decisions to effectively signal the experience potential of the service offering. In the second essay (Chapter III) we study the auto manufacturer's choice regarding whether to provide mobility service (e.g., car sharing) in conjunction with the traditional sales channel. A utility maximization model is used to characterize the consumer's choice between purchasing a vehicle, benefiting from the mobility service or relying on an outside option (e.g., public transportation). We characterize the benefit to the manufacturer of providing mobility service and the environmental implications of this strategy. In the third essay (Chapter IV) we study the implications of "reference point" effects on the optimal service design. We envision the service delivery as a two-stage process in which customer satisfaction is stochastic. The service provider needs to determine the optimal level of effort to exert at each stage, given that the customer experience at the first stage of the process can affect the expectations regarding the experience at the second stage of the process.

The engineering design process transforms stakeholders’ needs and desires into design specifications. In this process, manufacturers make decisions that impact how much value can be generated from a new product/service. Clear design specification can enhance the value of a product/service. This research study focuses on the engineering design process for systems of products and services - product-service systems (PSSs). An unambiguous PSS classification could help manufacturers to produce clearer design specifications, however there is a lack of clear PSS classifications for engineering design. Existing classifications rely on an out-dated distinction between tangible objects as products, and everything else as a service, a division that inappropriately classifies digital products as services. To develop a coherent PSS classification, it is necessary to understand which characteristics of PSS can clarify its design specification. This research addresses this problem by determining the PSS characteristics that are useful for clarifying the design specification. The research aims to develop a PSS characterisation scheme and explore how the scheme influences design specifications. To achieve these aims, case study and action research methods are employed. This study has developed a PSS characterisation scheme that clarifies design specifications and a method to systematically apply this scheme, the PSS characterisation approach. This approach proves useful for practitioners to clarify design specifications, and has extended the application of the theory of technical systems to instruments supporting the engineering design process. The PSS characterisation scheme comprises four characteristics: customer perceived value level, ‘connectivity number’, type and degree of connectivity and configuration type. The scheme does not use the ‘tangibility’ distinction, but incorporates concepts of value creation and interdependencies within a PSS and between a PSS and its environment. This novel characterisation scheme contributes to the development of a PSS classification scheme for engineering design and also to the literature of PSS classifications.

碩士
中華大學
科技管理學系碩士班
102
With the development of information technology and increasing prevalence of the Internet, Internet use has become an indispensable part of modern life, and “website” has also become an essential tool for marketing any business. For website design companies, customer’s constant request for modifying page content is one of the common issues they have to deal with. There is usually a gap between the design that customers express in the interview and the design that they really expect in their minds. Repetitive modifications of web pages may not only cause a reduction in service quality but also an increase in the cost of the design company. This study attempted to investigate the website design service procedure and propose suggestions from the perspective of services science. This study analyzed website design cases and employed service experience engineering to improve website design services. The methodology comprised three stages. In the first stage, the website contents and functions demanded by customers were collected through an analysis of the author’s past case experiences and several high-quality domestic websites. In the second stage, the author surveyed customer demands through in-depth interview and then constructed a service function development table, a service procedure development table, and a service resource development table. After these steps, an innovative services and improvement procedure was proposed. In the third stage, the proposed innovative service model was validated using practical cases. Results indicated that the demands of website design customers centered around website development. According to the service demands inquiry, the primary demands of customers are as follows: 1.The page layout conforms to the theme and is characteristic; 2.Complete functions are available; 3.The operating method is easy to remember; 4.Examples are given; 5.Self-maintenance is supported; 6. Instructions or specifications can be provided, given that customers are unfamiliar with website functions and are unable to clearly express their demands. Based on these service demands, this study proposed some service process improvement solutions, including designing a website design services demand table, online proofreading and instant modification, and after-service consultation services. In this study, the author also followed the website design services demand table to complete the design of two websites.

碩士
國立高雄第一科技大學
資訊管理研究所
103
With the rapid development of the service, the edition of service is form face to face become to many kinds methods. For example mobile service can be portable and achieve efficiency or effectiveness also improving the entire process smooth or convenience. There is no certain standards and norms for design service, so providers and needs may have certain perception gap. This study designed a STEP2 (Server, Technology, Environment, People and Process) method that reduce the gap between the two sides on many cognitive processes. Service Science is the study of a cross-cutting disciplines, emphasizing the practical and starting from human service needs[47]. To pondering the needs and design both combined with a Unified Modeling Language method and develop a blueprint of device-based services. By using system testing and case studies to verify this research. We use service blueprint development a STEP2 workflow.STEP2 workflow have five element (service, technology, environment, people and processes) and three relationship (require, use and execute) to implementing a mobile medical system case. It’s combined network and web system on table PC, for first time data return to hospital. Hospital can advance prepare medical resources, and patients can get the well-prepared medical services by upon arrival at the hospital.