Current research on service design concerning a crisis
| Aim of the study | Crisis type/ description, definition | Method | Service design definition | Service design use in relation to a crisis | |
|---|---|---|---|---|---|
| Megawati et al. (2024) | “Examine the impact of green service design, sustainability governance, and information analysis on public service performance and local SDGs” (p.4361) | Challenges due to rapid economic growth include “high energy consumption, rising greenhouse gas emissions, and severe air and water pollution” in Indonesia (p.4361) | Quantitative surveys, data collected from civil servants in Italy | “Service design is a cross-disciplinary approach… emphasizing a customer-centric iterative approach to developing new services, …and to create and optimize services to be more effective, efficient, and satisfactory for users” (p.4363, citing Eghbali et al. 2022, Fan et al., 2022, Pernici et al., 2008) | “Designing services that pay attention to environmental aspects to minimize negative impacts on nature”, green design principles can be applied to improve public service performance through resource efficiency and reducing carbon footprint (p.4369) |
| Huang and Chen (2024) | “Explore service design the underlying problem (pain) points, how professionals think in action, and develop feasible business service innovations” (p.226) | The pandemic as a global crisis impacting SMEs in the textile industry in Taiwan | Empirical case study. World Cafe ́ conversation method with focus group interviews with 18 experts and professionals from industry, academia and research in Taiwan | “Service design is a problem-solving method or an exploratory innovative process” (p.226, citing Kimbell, 2011) | Using the World café method of SD to develop an innovative business model during the pandemic, following the double-diamond model with four stages of discovery with discovery, definition, development and delivery |
| Wang et al. (2023) | “Determine the arising challenges due to COVID-19 and pandemics in general and subsequently propose several solutions to tackle these challenges in rail transport” (p.1) | The COVID-19 pandemic and post-pandemic unprecedented issues, such as changed travel behaviour, lost profits and a lack of personnel in the rail sector | Conceptual study based on literature on COVID-19, public transport and particularly rail transport | N/A | Rail service redesign: “rearrange the planning strategies and goals to adapt: (1) under pandemic conditions but also (2) during the post-pandemic phase, to still provide sustainable and socially valuable public services” (p.10) |
| Liu et al. (2023) | “Examine whether social distancing can increase tourists’ preferences for anthropomorphism” and “reveal the underlying mechanism of this effect” (p.384) | Social distancing during the COVID-19 pandemic on tourist behaviour | Three experimental studies with Chinese tourists on their preference for anthropomorphism under conditions of social distancing vs non-social distancing during the pandemic | N/A | Service design is proposed “to convey warm feelings and improves service experience, promote tourists’ trust in self-service machines or service robots” (p.893) |
| Salinas (2022) | “Exploring how critical service design might innovate local policy-making” and “seeking to increase local government capacity and capability for innovation” (p.517) | Unprecedented challenges such as the global climate emergency, the global health crisis caused by the COVID-19 pandemic and the global financial crisis that required local government services to innovate | A case study with the participation of 2 academic leads, 3 design researchers and 30 postgraduate service design students from the University of the Arts London advocate for their preferable futures | “Service design is a human-centered, creative, collaborative, iterative and systematic process applied to the development of services, creating interactions within complex systems in order to co-create value for relevant stakeholders” (p.519, citing Sangiorgi and Prendiville 2017; Malpass and Salinas, 2020) | Based on SD methods, different creative facilitation and co-design methods were used in the case study to “afford anticipatory and collaborative innovation, better equipping local government to tackle highly complex challenges” (p.525) |
| Nasr and Fisk (2019) | “Propose an innovative methodology for designing public transport services based on a rational decision-making process with stakeholder engagement, aiming to perform a sustainable development perspective” (p.6303) | The global refugee crisis | Conceptual paper with a transformative service research approach to solving the global refugee crisis | “Human-centered, creative, and taking an iterative approach to the creation of new services” (p.691, citing Blomkvist et al., 2010) | Service design is used to answers questions related to the refugee’s needs and the problems “at the three levels of the service ecosystem (micro/individuals – meso/organizations and agencies – macro/governments)” (p.695) |
| Touloum et al. (2018) | Identify a “methodological framework that use a correlated tools and techniques from both UX design and SD for purpose of narrowing the gap between UX and SD practices” | A flooding crisis | Conceptual paper based on a case study with the participation of 24 civil protection agents in a flooding crisis in Algeria | “Holistic, co-creative, and user-centered approach to understanding customer behavior for the creation or refining of services” (p.49, citing Polaine et al., 2013, Stickdorn and Schneider, 2013) | The study proposes a UXD–IS framework for the capture and integration of UX into the service design process to improve overall service design practices with four stages: (1) service context discovery, (2) UX characterization, (3) touchpoint analysis and (4) service-UX prototyping |
| Aim of the study | Crisis type/ description, definition | Method | Service design definition | Service design use in relation to a crisis | |
|---|---|---|---|---|---|
| “Examine the impact of green service design, sustainability governance, and information analysis on public service performance and local SDGs” (p.4361) | Challenges due to rapid economic growth include “high energy consumption, rising greenhouse gas emissions, and severe air and water pollution” in Indonesia (p.4361) | Quantitative surveys, data collected from civil servants in Italy | “Service design is a cross-disciplinary approach… emphasizing a customer-centric iterative approach to developing new services, …and to create and optimize services to be more effective, efficient, and satisfactory for users” (p.4363, citing Eghbali | “Designing services that pay attention to environmental aspects to minimize negative impacts on nature”, green design principles can be applied to improve public service performance through resource efficiency and reducing carbon footprint (p.4369) | |
| “Explore service design the underlying problem (pain) points, how professionals think in action, and develop feasible business service innovations” (p.226) | The pandemic as a global crisis impacting SMEs in the textile industry in Taiwan | Empirical case study. World Cafe ́ conversation method with focus group interviews with 18 experts and professionals from industry, academia and research in Taiwan | “Service design is a problem-solving method or an exploratory innovative process” (p.226, citing Kimbell, 2011) | Using the World café method of | |
| “Determine the arising challenges due to COVID-19 and pandemics in general and subsequently propose several solutions to tackle these challenges in rail transport” (p.1) | The COVID-19 pandemic and post-pandemic unprecedented issues, such as changed travel behaviour, lost profits and a lack of personnel in the rail sector | Conceptual study based on literature on COVID-19, public transport and particularly rail transport | N/A | Rail service redesign: “rearrange the planning strategies and goals to adapt: (1) under pandemic conditions but also (2) during the post-pandemic phase, to still provide sustainable and socially valuable public services” (p.10) | |
| “Examine whether social distancing can increase tourists’ preferences for anthropomorphism” and “reveal the underlying mechanism of this effect” (p.384) | Social distancing during the COVID-19 pandemic on tourist behaviour | Three experimental studies with Chinese tourists on their preference for anthropomorphism under conditions of social distancing vs non-social distancing during the pandemic | N/A | Service design is proposed “to convey warm feelings and improves service experience, promote tourists’ trust in self-service machines or service robots” (p.893) | |
| “Exploring how critical service design might innovate local policy-making” and “seeking to increase local government capacity and capability for innovation” (p.517) | Unprecedented challenges such as the global climate emergency, the global health crisis caused by the COVID-19 pandemic and the global financial crisis that required local government services to innovate | A case study with the participation of 2 academic leads, 3 design researchers and 30 postgraduate service design students from the University of the Arts London advocate for their preferable futures | “Service design is a human-centered, creative, collaborative, iterative and systematic process applied to the development of services, creating interactions within complex systems in order to co-create value for relevant stakeholders” (p.519, citing Sangiorgi and Prendiville 2017; Malpass and Salinas, 2020) | Based on | |
| “Propose an innovative methodology for designing public transport services based on a rational decision-making process with stakeholder engagement, aiming to perform a sustainable development perspective” (p.6303) | The global refugee crisis | Conceptual paper with a transformative service research approach to solving the global refugee crisis | “Human-centered, creative, and taking an iterative approach to the creation of new services” (p.691, citing Blomkvist | Service design is used to answers questions related to the refugee’s needs and the problems “at the three levels of the service ecosystem (micro/individuals – meso/organizations and agencies – macro/governments)” (p.695) | |
| Identify a “methodological framework that use a correlated tools and techniques from both | A flooding crisis | Conceptual paper based on a case study with the participation of 24 civil protection agents in a flooding crisis in Algeria | “Holistic, co-creative, and user-centered approach to understanding customer behavior for the creation or refining of services” (p.49, citing Polaine | The study proposes a UXD–IS framework for the capture and integration of |
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