Advertisement

A Service Design Approach to Analyse, Map and Design Sharing Services

  • Beatrice Villari
Chapter
Part of the Research for Development book series (REDE)

Abstract

This chapter explores the relationship between sharing economy and service design to describe how the latter can contribute to innovation in designing sharing services. In the initial part of the chapter, a short summary on innovation in services and its relationship with the service design is described. In the central part, some case studies analysed during the SERSE research are reported in order to define a model of analysis based on three design features for designing services in and for the sharing economy: collaboration, participation and networking. In the final section, some design reflections on the contribution of service design in the sharing and collaborative economy are outlined.

References

  1. Albinsson, P. A., & Yasanthi Perera, B. (2012). Alternative marketplaces in the 21st century: Building community through sharing events. Journal of Consumer Behaviour, 11(4), 303–315.CrossRefGoogle Scholar
  2. Arvola, M., & Holmlid, S. (2016) Service design ways to value-in-use. In Proceedings of ServDes 2016, Aalborg University, Copenhagen, 24–26 May 2016.Google Scholar
  3. Binder, T., & Brandt, E. (2008). The design: lab as platform in participatory design research. Codesign, 4(2), 75–92.Google Scholar
  4. Blomkvist, J. (2011). Conceptualising prototypes in service design. Linköping: Linköping University.Google Scholar
  5. Blomkvist, J. (2012). Conceptualisations of service prototyping: Service sketches, walkthroughs and live service prototypes. In S. Miettinen & A. Valtonen (Eds.), Service design with theory: Discussions on change, value and methods (pp. 177–188). Vantaa: Lapland University Press.Google Scholar
  6. Blomkvist, J. (2014). Representing future situations of service: Prototyping in service design. Linköping: Linköping University Press.CrossRefGoogle Scholar
  7. Botsman, R. (2012a). The currency of the new economy is trust, TED Global. Retrieved August 23, 2017, from http://www.ted.com/talks/rachel_botsman_the_currency_of_the_new_economy_is_trust.
  8. Botsman, R. (2012b). The currency of the new economy is trust. TED talk. Retrieved August 23, 2017, from https://www.ted.com/talks/rachel_botsman_the_currency_of_the_new_economy_is_trust.
  9. Botsman, R. (2015). Defining the sharing economy: what is collaborative consumption–and what isn’t?. Retrieved August 23, 2017 from https://www.fastcompany.com/3046119/defining-the-sharing-economy-what-is-collaborative-consumption-and-what-isnt.
  10. Botsman, R., & Rogers, R. (2010). What’s mine is yours. How collaborative consumption is.Google Scholar
  11. Carter, G. (2015). Reputation is the new currency: How to build and protect yours. changing the way we live. London: Harper Collins Publishers. Retrieved August 23, 2017, from https://thecasualcapitalist.com/casualcapitalism/reputation-is-the-new-currency.
  12. Dakhlia, S., Davila, A., & Cumbie, B. (2016). Trust, but Verify: The Role of ICTs in the sharing economy. In F. Ricciardi & A. Harfouche (Eds.) Information and communication technologies in organizations and society (vol. 15). Lecture notes in information systems and organisation. Cham: Springer.Google Scholar
  13. Dervojeda, K., Verzijl, D., Nagtegaal, F., Lengton, M., Rouwmaat, E., Monfardini, E., & Frideres, L. (2013). The sharing economy: accessibility based business models for peer-to-peer markets. Case study 12. Business innovation observatory.Google Scholar
  14. European Commission. (2009). Design as a driver of user-centred innovation, commission staff working paper. Brussels: Commission of the European community. Retrieved August 23, 2017 from http://ec.europa.eu/enterprise/policies/innovation/policy/design-creativity/index_en.htm.
  15. Fuchs, V. (1968). The service economy. New York: Columbia University Press for National Bureau of Economic Research.Google Scholar
  16. Gallouj, F. (2002). Innovation in the service economy: The new wealth of nations. Cheltenham: Edward Elgar Publishing.CrossRefGoogle Scholar
  17. Hamari, J., Sjöklint, M., & Ukkonen, A. (2016). The sharing economy: Why people participate in collaborative consumption. Journal of the Association for Information Science and Technology, 67(9), 2047–2059.CrossRefGoogle Scholar
  18. Hawlitschek, F., Teubner, T., Weinhardt, C. (2016). Trust in the sharing economy. Die Unternehmung—Swiss Journal of Business Research and Practice, 70(1), 26–44. Retrieved August 23, 2017, from https://www.pwc.co.uk/issues/megatrends/collisions/sharingeconomy/future-of-the-sharing-economy-in-europe-2016.html.
  19. Jégou, F., & Manzini, E. (2008). Collaborative services. Social innovation and design for sustainability (p. 32). Milano: Edizioni Polidesign.Google Scholar
  20. Leadbeater, C. (2007). We-think: The power of mass creativity. UK: Profile.Google Scholar
  21. Leiponen, A. (2005). Organization of knowledge and innovation: The case of finnish business services. Industry and Innovation, 12(2), 185–203.CrossRefGoogle Scholar
  22. Manzini, E. (2005). Creative communities and enabling platforms. An introduction to a promising line of research and actions on sustainable production and consumption. In D. Doyle (Ed.), Taking responsibility. Allkopi Norway: Hedmark University College Publishing.Google Scholar
  23. Manzini, E. (2008). Collaborative organisations and enabling solutions. Social innovation and design for sustainability. In F. Jegou & E. Manzini (Ed.), Collaborative services. social innovation and design for sustainability (pp. 29–41). Milan: Edizioni POLI.design.Google Scholar
  24. Manzini, E. (2015). Design, when everybody design. Cambridge, MA: MIT Press.Google Scholar
  25. Meroni, A. (Ed.). (2007). Creative communities. people inventing sustainable ways of living. (p. 30). Milano: Edizioni POLI.design.Google Scholar
  26. Miettinen, S. (2009). Designing services with innovative methods. In S. Miettinen & M. Koivisto (Eds.), Designing services with innovative methods (pp. 10–25). Helsinki: University of Art and Design.Google Scholar
  27. Moritz, S. (2005). Service design. Practical access to an evolving field. Retrieved March 9, 2018, from http://stefan-moritz.com/welcome/Service_Design_files/Practical%20Access%20to%20Service%20Design.pdf.
  28. Mortati, M., & Villari, B. (2013). Crafting social innovators: Designing collaborative, participative, networked solutions in urban contexts. Craft + Design Enquiry, 5(1), 125–140.Google Scholar
  29. Polaine, A., Løvlie, L., & Reason, B. (2013). Service design: From insight to implementation. New York: Rosenfeld Media.Google Scholar
  30. Sanders, E. B. N., & Stappers, P. J. (2008). Co-creation and the new landscapes of design. Co-Design, 4(1), 5–18.Google Scholar
  31. Sanders, E. B. N., & Stappers, P. J. (2014). Probes, toolkits and prototypes: three approaches to making in codesigning. CoDesign, 10(1), 5–14.CrossRefGoogle Scholar
  32. Sangiorgi, D. (2004). Il Design dei servizi come Design dei Sistemi di AttivitàLa Teoria dell’Attività applicata alla progettazione dei servizi, Ph.D. in Industrial design, Politecnico di Milano.Google Scholar
  33. Schettkat, R., & Yocarini, L. (2003). The shift to services: A review of the literature. IZA discussion paper no. 964. Retrieved August 23, 2017, from SSRN http://ssrn.com/abstract=487282.
  34. Schlegel, H. (2014). In trust we trust: Why reputation is the currency of the future. CNN. Retrieved August 23, 2017, from http://edition.cnn.com/2014/09/23/opinion/in-trust-reputation-currency.
  35. Shostack, G. L. (1984). Designing services that deliver. Harvard Business Review, 62(1), 133–139.Google Scholar
  36. Shostack, G. L. (1982). How to design a service. European Journal of Marketing, 16(1), 49–63.CrossRefGoogle Scholar
  37. Simon, H. A. (1969). The sciences of the artificial. Cambridge, MA: MIT Press.Google Scholar
  38. Stickdorn, M., Hormess, M., Lawrence, A., Schneider, J. (2018). This is service design doing. Canada: O’Reilly Media, Inc.Google Scholar
  39. Stokes, K., Clarence, E., Anderson, L., Rinne, A. (2014). Making sense of the UK collaborative economy. Nesta. Retrieved August 23, 2017, from http://www.nesta.org.uk/publications/making-sense-uk-collaborative-economy.
  40. Surowiecki, J. (2004). The wisdom of crowds. USA: Anchor Books.Google Scholar
  41. Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. J Marketing, 68(1), 1–17.CrossRefGoogle Scholar
  42. Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10.CrossRefGoogle Scholar
  43. Vargo, S. L., & Lusch, R. F. (2016). Institutions and axioms: An extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44(1), 5–23.CrossRefGoogle Scholar
  44. Vaughan, R., & Daverio, R. (2016). Assessing the size and presence of the collaborative economy.Google Scholar
  45. Villari, B. (2012). Design per il territorio. Un approccio community centred. Milano: FrancoAngeli.Google Scholar
  46. Villari, B. (2013). Design, Comunità, Territori. Un approccio community-centered per progettare relazioni, strategie e servizi. Milan: Libraccio Editore.Google Scholar
  47. Villari, B. (Ed.). (2015). ColtivAzioni Sociali Urbane. Innovazione sociale di quartiere. Milan: Maggioli Editore.Google Scholar
  48. Von Hippel, E. (2005). Democratizing innovation. USA: MIT Press.Google Scholar
  49. Wetter-Edman, K. (2011). Service design: A conceptualization of an emerging practice. Gothenburg: University of Gothenburg.Google Scholar
  50. Yaraghi, N., & Ravi, S. (2017). The current and future state of the sharing economy. Brookings India IMPACT series no. 032017. Retrieved August 23, 2017, from https://www.brookings.edu/wp-content/uploads/2016/12/sharingeconomy_032017final.pdf.
  51. Zeithaml, V., Parasuraman, A., & Berry, L. (1985). Problems and strategies in services marketing. The Journal of Marketing, 49, 33–46.CrossRefGoogle Scholar

Copyright information

© Springer International Publishing AG, part of Springer Nature 2018

Authors and Affiliations

  1. 1.Dipartimento di Design—Politecnico di MilanoMilanItaly

Personalised recommendations