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Navigating the sociocultural landscape in service design

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conference contribution
posted on 07.06.2018 by Laura Santamaria, Carolina Escobar-Tello, Tracy Ross
This paper reports on a case study where a service design approach was implemented to develop strategies for scaling-up a social enterprise, building on design as a meaning-making and framing practice. Context deconstruction methods drawn from semiotics and cultural studies were introduced during user research. These methods facilitated exploration of global and local sociocultural trends, mapping business category themes and competing offers, and identifying potential user groups’ cultural codes – i.e. expectations, aspirations and socio-symbolic aspects of consumption that influence users’ value perception. Subsequently, insights translated into strategies and guidelines for reframing the service value proposition and touchpoints to appeal to a wider potential user range. Results indicate that widening exploration from a user- to a context-centred approach enhances designers’ strategic skills, building stronger capability to observe and interpret sociocultural needs and attitudes. In turn, this highlights the central role of the service designer in leveraging the acceptance and diffusion of innovations.

History

School

  • Design

Published in

ServDes 2018: Proof of Concept

Citation

SANTAMARIA, L., ESCOBAR-TELLO, M.C. and ROSS, T., 2018. Navigating the sociocultural landscape in service design. Presented at ServDes 2018: Proof of Concept, Milan, 18-20th June.

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Acceptance date

07/05/2018

Publication date

2018

Notes

This is a conference paper.

ISBN

9789176852378

ISSN

1650-3686

Language

en

Location

Milan

Exports

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