Hardback
The Materials of Service Design
If Design is about forming materials, then what are the materials of Service Design? In this ground-breaking book, Johan Blomkvist, Simon Clatworthy and Stefan Holmlid explore this question by establishing a discourse around the materials of service design, discussing materials as a means to explore what service design is and could be.
More Information
Critical Acclaim
Contents
More Information
If Design is about forming materials, then what are the materials of Service Design? In this ground-breaking book, Johan Blomkvist, Simon Clatworthy and Stefan Holmlid explore this question by establishing a discourse around the materials of service design, discussing materials as a means to study what service design is and could be.
Exploring the contours and foundations of the field, this innovative book redefines the material and opens with an investigation of how service has been understood as a material in design. With insights from expert practitioners in the field, chapters then examine a vast library of materials, including social structures, touch-points, thinking, culture, time, organisations, conversations, data, human bodies and more. Making sense of this material mix, the book delves into the material of the immaterial and displays the diversified and expansive field of service design today. In doing so, it forms a starting point to go beyond reductionist ideas of the material-immaterial dichotomy and makes room for new constructivist perspectives.
Contributing to the development of education within service design, this insightful book will be invaluable for practitioners and course leaders looking to navigate a new path to service design. Founded in design as a knowledge intensive practice, it will also be transformative for the research of students and scholars of marketing, service design, design theory, and innovation studies.
Exploring the contours and foundations of the field, this innovative book redefines the material and opens with an investigation of how service has been understood as a material in design. With insights from expert practitioners in the field, chapters then examine a vast library of materials, including social structures, touch-points, thinking, culture, time, organisations, conversations, data, human bodies and more. Making sense of this material mix, the book delves into the material of the immaterial and displays the diversified and expansive field of service design today. In doing so, it forms a starting point to go beyond reductionist ideas of the material-immaterial dichotomy and makes room for new constructivist perspectives.
Contributing to the development of education within service design, this insightful book will be invaluable for practitioners and course leaders looking to navigate a new path to service design. Founded in design as a knowledge intensive practice, it will also be transformative for the research of students and scholars of marketing, service design, design theory, and innovation studies.
Critical Acclaim
‘Fundamentally, designers should understand the materials with which they work, how they fit together and interact. The Materials of Service Design is at once rigorous, readable and practically applicable. It is essential reading for anyone working in the field, valuable to practitioners and academics alike.’
– Andy Polaine, Design Leadership Coach
‘Finally demystified, with rigor and clarity! This book offers the most crystalized and designerly understanding of the persistent question around Service Design, “what to design with and for”. This book will redefine what you think you know about Service Design and bring new dimensions to disciplinary and professional identities and educational visions of Service Design. A must-read for anyone who wishes to do Service Design rightly.’
– Jung Joo Lee, National University of Singapore
– Andy Polaine, Design Leadership Coach
‘Finally demystified, with rigor and clarity! This book offers the most crystalized and designerly understanding of the persistent question around Service Design, “what to design with and for”. This book will redefine what you think you know about Service Design and bring new dimensions to disciplinary and professional identities and educational visions of Service Design. A must-read for anyone who wishes to do Service Design rightly.’
– Jung Joo Lee, National University of Singapore
Contents
Contents:
Preface ix
Prologue: defining material
Part 1: Introduction: something made the object of study
Chapter 1: The move away from matter in art and design
Simon Clatworthy
Chapter 2: The core of design is in the making
Simon Clatworthy
Chapter 3: Representations in service design
Johan Blomkvist
Chapter 4: Service as material
Stefan Holmlid
Chapter 5: Cultural bodies empowered to perform services: a critical perspective
Yoko Akama and Cameron Tonkinwise
Part 2: The constituents of which something is composed
Chapter 1: Introduction to a library of materials
Chapter 2: Social structures
Josina Vink and Kaisa Koskela-Huotari
Chapter 3: Touch-points as a material
Simon Clatworthy
Chapter 4: Thinking: an underexplored service design material
Rike Neuhoff, Luca Simeone, and Lea Holst Laursen
Chapter 5: Culture as a material
Claire Dennington and Simon Clatworthy
Interlude 1: Materiality in design from a practitioner perspective: interview with Markus Edgar Hormeß, Adam Lawrence and Marc Stickdorn (26 April 2022)
Chapter 6: Time, timing, time-ing
Stefan Holmlid
Chapter 7: Organisations as material
Olivia T. Harre and Lene Nielsen
Chapter 8: Conversations as a service design material
Jonathan Romm
Chapter 9: Ritual: meaningful material for service design
Ted Matthews
Chapter 10: Certainty and its artefacts
Thea Snow and Stefan Holmlid
Interlude 2: Expertise as material of service design: interview with Lavrans Løvlie (2 December 2021)
Chapter 11: Collaborations
Per Linde and Anna Seravalli
Chapter 12: Behaviour as service design material
Johan Blomkvist
Chapter 13: Experience as a material
Simon Clatworthy
Chapter 14: Data matter: as data become matter, design matters
Petter Falk
Chapter 15: Clay: a tangible catalyst
Matilda Legeby
Interlude 3: Data as material of services
Chapter 16: Human bodies
Fernando Secomandi and Frederick van Amstel
Chapter 17: Sound
Ana Kuštrak Korper and Vanessa Rodrigues
Chapter 18: The service offering as a material
Simon Clatworthy
Chapter 19: Policy, governance
Stefan Holmlid
Part 3: Qualities by which something may be categorised
Chapter 1: Making sense of a material mix
Chapter 2: Categorisation of materials as a way of understanding their characteristics
Chapter 3: Addressing the material mix: service as hypermaterial
Chapter 4: Layered materials and layered materiality
Chapter 5: A move towards a framework for materials
Part 4: A performer’s repertoire (the service designer’s material)
Chapter 1: Aesthetics in service design
Simon Clatworthy
Chapter 2: Service phantasms
Johan Blomkvist
Chapter 3: Service and design as bricolage and rhizomes
Stefan Holmlid
Chapter 4: Returning to the foundational question
Index
Preface ix
Prologue: defining material
Part 1: Introduction: something made the object of study
Chapter 1: The move away from matter in art and design
Simon Clatworthy
Chapter 2: The core of design is in the making
Simon Clatworthy
Chapter 3: Representations in service design
Johan Blomkvist
Chapter 4: Service as material
Stefan Holmlid
Chapter 5: Cultural bodies empowered to perform services: a critical perspective
Yoko Akama and Cameron Tonkinwise
Part 2: The constituents of which something is composed
Chapter 1: Introduction to a library of materials
Chapter 2: Social structures
Josina Vink and Kaisa Koskela-Huotari
Chapter 3: Touch-points as a material
Simon Clatworthy
Chapter 4: Thinking: an underexplored service design material
Rike Neuhoff, Luca Simeone, and Lea Holst Laursen
Chapter 5: Culture as a material
Claire Dennington and Simon Clatworthy
Interlude 1: Materiality in design from a practitioner perspective: interview with Markus Edgar Hormeß, Adam Lawrence and Marc Stickdorn (26 April 2022)
Chapter 6: Time, timing, time-ing
Stefan Holmlid
Chapter 7: Organisations as material
Olivia T. Harre and Lene Nielsen
Chapter 8: Conversations as a service design material
Jonathan Romm
Chapter 9: Ritual: meaningful material for service design
Ted Matthews
Chapter 10: Certainty and its artefacts
Thea Snow and Stefan Holmlid
Interlude 2: Expertise as material of service design: interview with Lavrans Løvlie (2 December 2021)
Chapter 11: Collaborations
Per Linde and Anna Seravalli
Chapter 12: Behaviour as service design material
Johan Blomkvist
Chapter 13: Experience as a material
Simon Clatworthy
Chapter 14: Data matter: as data become matter, design matters
Petter Falk
Chapter 15: Clay: a tangible catalyst
Matilda Legeby
Interlude 3: Data as material of services
Chapter 16: Human bodies
Fernando Secomandi and Frederick van Amstel
Chapter 17: Sound
Ana Kuštrak Korper and Vanessa Rodrigues
Chapter 18: The service offering as a material
Simon Clatworthy
Chapter 19: Policy, governance
Stefan Holmlid
Part 3: Qualities by which something may be categorised
Chapter 1: Making sense of a material mix
Chapter 2: Categorisation of materials as a way of understanding their characteristics
Chapter 3: Addressing the material mix: service as hypermaterial
Chapter 4: Layered materials and layered materiality
Chapter 5: A move towards a framework for materials
Part 4: A performer’s repertoire (the service designer’s material)
Chapter 1: Aesthetics in service design
Simon Clatworthy
Chapter 2: Service phantasms
Johan Blomkvist
Chapter 3: Service and design as bricolage and rhizomes
Stefan Holmlid
Chapter 4: Returning to the foundational question
Index
