May_A Methodological Framework for Crafting Situated Services_04.08.21.pdf (3.31 MB)
A methodological framework for crafting situated services
journal contribution
posted on 2021-09-20, 08:20 authored by Francesco Mazzarella, Andrew MayAndrew May, Val MitchellVal MitchellThis paper discusses how service design can be used to activate a transition of textile artisan communities towards a sustainable future.
Two participatory case studies were undertaken with textile artisans in the UK and South Africa. These led to the development of an original methodological framework for ‘crafting situated services’ – services designed to be meaningful to the local communities within which they are embedded. An evaluation study assessed the originality of the framework, its relevance for tackling real-world problems, its extensibility and the rigour of the research process.
The framework brings together a variety of roles, methods and tools that designers can adopt in order to enter communities, make sense of sustainable futures, facilitate the co-design of situated services, and activate legacies within communities. Building on emerging anthropological approaches, the framework makes a bridge between service management and service design for social innovation, advancing the field towards design for social entrepreneurship.
Arguing against the idea of the designer ‘parachuting’ into communities to create services regardless of the local context, the concept of ‘situated services’ is proposed in this paper, alongside a process for ‘crafting’ meaningful social innovations. This requires the service designer to adopt a more situated and embedded approach to designing with communities in order to align with their needs and aspirations, interweave places, time, people and practices within the process, and co-design contextually better services.
History
School
- Design and Creative Arts
Department
- Design
Published in
Journal of Service ManagementVolume
32Issue
5Pages
752-782Publisher
EmeraldVersion
- AM (Accepted Manuscript)
Rights holder
© EmeraldPublisher statement
This paper was accepted for publication in the journal Journal of Service Management and the definitive published version is available at https://doi.org/10.1108/JOSM-05-2020-0188Acceptance date
2021-08-09Publication date
2021-09-15Copyright date
2021ISSN
0956-4233Publisher version
Language
- en
Depositor
Dr Andrew May. Deposit date: 16 August 2021Usage metrics
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