Template for descriptions

Template for submitting a description of a Material of Service Design

Schön and Bennett argued that design is a “conversation with materials” [1], and we are wondering; what then are the materials of service design? If design is a conversation with materials, then what are the shapes that these conversations take and how and when are the materials formed (and by who)?

We are looking for contributions to this discussion in the form of full descriptions of materials that can be added to our material library website.

Reference system usage 

References are added using the IEEE style:

Example in-text reference:

Design can be seen as a conversation with materials [1]…

In the reference list:

[1] D. Schön and J. Bennett, "Reflective conversation with materials," in Bringing design to software, New York, New York, ACM Press, 1996, pp. 171-184.

 

The submission should adhere to the following sections and structure. Within each section submission should be structured with a reader in mind.

 

Introduction (150 word limit) (this is the abstract that you also upload in one of the forms)

Start by briefly introducing the material in a straightforward manner. Perhaps you can make the distinction clear by also adding what your material is not. And finally, try to provide a clear, written example of the material.

Keywords: up to five keywords (also uploaded on the form)

Categorisation

First: Select one or more of the following categories

1. Catalyst: meta materials used to instil a particular mindset within design projects, organisations or collaborations. Not part of the design outcomes, but rather catalyse or nurture the process.
2. Traditional design: materials that are actively and/or directly formed into a more finished shape by a skilled designer (alone or together with others).
3. Co-design: materials that the designer has to form together with others, and/or is used to facilitate co-design activities.

Description (250 word limit)

Upload an image, sketch or other representation of the material.

Here we want you to expand the idea of this material as a design material in design of and/or for service. Consider for instance these questions:

• Does your material have a physical form or is it given physicality as part of the design process? Or is it abstract throughout the process?
• Is your material a sub element, constituent or substance of some other material.

Representations of the material in service (400 word limit)

Maybe your material is not a part of the final service itself, but a representation of it. This section assumes that service designers use ‘service representations’ as a way to manifest service at various stages during the design process (eg. a prototype). These material surrogates for service, (for instance, a customer journey map that illustrates a future service concept) allow us access to a future situation where the service exists. Consider these aspects of your material:

• What does your material represent and how does it represent it? Or are there typical ways in which your material is represented during a design process?
• Is the representation interactive and part of a forming activity (eg. prototypes such as walk-throughs or role-plays)?
• Who is involved in the representation and what is the role of the designer?
• Is the representation a final description or specification? What does it specify, and who is the target user?

Role in design (400 word limit)

Try to think about how (and if) the material is formed or transformed. Perhaps this happens during a design process, or perhaps after or not at all. Consider the following questions:

• Is your material something that is worked into a more finished form? What is the start state, the stages of the transformation and the end state? How is the material ‘formed’?
• When does the transformation occur - does it occur during the design process or when the service is launched?
• Who transforms your material - is it the designer themselves, the designer together with others or does the designer facilitate or enable others to make the transformation? What is the role of the designer in this and is it clear and recognised?
• How is the impact of transforming the material noticed, if at all, by end customers?

Discussion and implications (400 word limit)

Materials also are used to describe an area of study (e.g. the material for the next semester) and also a performer’s repertoire (e.g. a comedian’s material). In many ways this relates, in our context, to the competences that a designer should have to be able to ‘converse’ with the material in a project, and also to possible infrastructures that maybe need to be in place to make this happen as part of the process.

1. Do we (the service design field) know enough about the competences needed to work with your material? If not, what do we need to know? 
2. How should service designers develop competences in your suggested material? 
3. Are these competences something that all service designers should have, or are they more of a specialisation?

Final thoughts and reflections (250 word limit)

Add them here if you have any.

Reference list