…Who has influenced Service Design

Key Influencers on my wanderings into the literature.

Roger Martin – Design Thinking
Yet a reasoning toolbox that holds only deduction and induction is incomplete. Toward the end of the nineteenth century, American philosophers such as William James and John Dewey began to explore the limits of formal declarative logic — that is, inductive and deductive reasoning. They were less interested in how one declares a statement true or false than in the process by which we come to know and understand. To them, the acquisition of knowledge was not an abstract, purely conceptual exercise, but one involving interaction with and inquiry into the world around them. Understanding did not entail progress toward an absolute truth but rather an evolving interaction with a context or environment.” From website above
Looking at the American pragmatist philosophers
Charles Sanders Peirce. Peirce (rhymes with “terse”) was fascinated by the origins of new ideas and came to believe that they did not emerge from the conventional forms of declarative logic. abductive logic – its goal is not to declare a conclusion to be true or false. It is modal reasoning; its goal is to posit what could possibly be true. (For further information, see “Why You’ve Never Heard of Charles Sanders Peirce.”) – http://www.thecreativeleadershipforum.com/creativity-matters-blog/2010/4/26/what-is-design-thinking-anyway-roger-martin-design-observer.html
Tim Brown – IDEO – User Centred Design
Design Thinking started to take hold 2006 – http://www.fastcodesign.com/1663480/design-thinking-isnt-a-miracle-cure-but-heres-how-it-helps Here are some excerpts I found interesting:
“And we’d be wise to note that there’s a reason that companies such as Procter & Gamble and General Electric were held up time and again as being the poster children of this new discipline. Smartly, they had defined it according to their own terms, executing initiatives that were appropriate to their own internal cultures. And that often left eager onlookers somewhat baffled as to how to replicate their success.” – Link
 T-shaped thinkers championed by Bill Moggridge at IDEO, and the I-with-a-serif-shaped thinker introduced by Microsoft Research’s Bill Buxton, – Same Link
“I know some of you are familiar with the work and thinking of Doblin’s Larry Keeley, with whom I’m working now. For a long time, Larry has been at the forefront of the movement to transform the discipline of innovation from a fuzzy, fluffy activity into a much more rigorous science. His thinking in that arena holds for design thinking too. It’s time to move beyond the either/or discussions so often entertained within organizations. This isn’t about left brain vs right brain. This is about the need for analysis and synthesis. Both are critically important, from data analytics to complexity management to iteration and rapid prototyping. But even with all of this, there’s never going to be a way to 100% guarantee success. The goal here is to be able to act with eyes wide open, to have a clear intent in mind and to have systems in place that allow you to reward success and quickly move on from disappointment?and to make sure that your organization learns from those mistakes and thus does not repeat them. – Same link
How do you Design – Slide share Book
  • My thoughts on this book
  • Everyone is a designer – FACT
  • Our processes determine the quality of our products
  • It is all redesigning the design process all the time
  • Earliest know design process 1920 – Royal Navy ship build
  • the methods and philosophy in what became known as the design methods movement (1962-1972)
  • The design movement was from UK, Ulm Germany and MIT and Berkeley .One of the founders Christopher Alexander bk A pattern of language and Horst Rittel, developed IBIS (Issues-Based Information System) to support the design process.
  • Also an good argument that people do not think about the processes around them in there field and others. I can relate to that.
  • The start of where systems thinking came in (Stafford Beer)
  • Quality management movement W. Edward Deming 1950. Became six sigma and ISO standards
The proces of design – Linear and then expandability – taking photos
Main themes on Design Process
  • Process Archetype
  • Infinite expandability of process models
  • Design Process Archetypes – Analysis and Synthesis
  • Problem Solution
  • Expanding the two part process to accept, analyze, define, ideate, select, implement, evaluate
Where has service design come from HISTORY
What is Service Design?
http://vimeo.com/20527888 – One explanation
11th October 2012 – 16:00 Uni
Dave Gray – Connected company podcast – http://event.on24.com/r.htm? e=503649&s=1&k=A7B632A46ED136C98B2EC65934EBB888   – O’Reily webcast
Service Design as a performance from Dave Gray’s book The Connected Company – P177
1978 – Harvard Service Blueprint – Nordstram Example
He thinks serviced design is a small part of this problem of poor services. His design process is this.

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