Systemic Service Design

Systemic Service Design provides a comprehensive overview of how systems theories can be integrated into service design to address complex social-economic-technological challenges. The book delivers theoretical and practical knowledge for students and designers, managers, public and private sector planners, engineers and politicians.

Mari Suoheimo is an Associate Professor of Service Design at the Oslo School of Architecture and Design, Norway. Her main research focus is on how to approach wicked problems in service design. Suoheimo has publications in highly ranked journals and is also part of the editorial board of The Design Journal. Peter Jones is a Distinguished Professor of Systemic Design at Tecnológico de Monterrey, Mexico City, and is also an Associate Professor at Toronto's OCAD University. Dr Jones is editor-in-chief of the SDA journal Contexts and a co-founder of the Systemic Design Association. Jones is founder and managing partner of the design research firm Redesign Network. He has published four books and 50 peer-reviewed articles. Sheng-Hung Lee is a designer and PhD researcher at the Massachusetts Institute of Technology (MIT) AgeLab and MIT Ideation Lab and a board director at the Industrial Designers Society of America (IDSA). While working at IDEO, he was inspired by multiple domains of knowledge and perspectives. Lee also serves as an Adjunct Associate Professor at Shih Chien University, Taiwan. Birger Sevaldson is a Professor Emeritus at the Oslo School of Architecture and Design and a design researcher who has developed a designerly approach to systems thinking in design called Systems Oriented Design. He is the founder of the 'Relating Systems Thinking and Design' symposium, a central contributor to the emergence of Systemic Design, and a co-founder of the Systemic Design Association. He is the author of Designing Complexity: The Methodology and Practice of Systems Oriented Design (2021).

1. Innovations in theory and practice of systemic service design Section 1: Theoretical background for systemic service design 2. Blending boundaries: A thorough exploration of systems-oriented design and service design integration 3. Mess Mapping and Gigamapping tools to understand systems in services 4. Emerging systemic turn in service design 5. Dancing with power dynamics inside systemic service design projects 6. Systemic oppression in service design 7. Systems-oriented service design in urban planning contexts Section 2: Systemic service design cases 8. Case study of Mess Mapping process: improving long-term care services 9. Social structures relevant to longevity service systems 10. Designing for structural, social and political viability in national-scale systemic interventions 11. From state of chaos to the essence of the issue: framework employing service and systemic design principles in the context of criminality 12. Towards the cocreation of digital remote care service ecosystems 13. Enhancing empathy through AI in service systems 14. Conclusions