Extreme Design

Project in a nutshell:

• Serve-funded research project, joint effort between TKK and TAIK
• Duration: 6/2008-5/2010
• Focus on developing fast-to-use and effective service design methods based on games and drama
• Case-based hands-on research

Themes and keywords

• Co-design
• Multi-channel services
• Service localization
• Personal customer service
• Service networks
• Process-nature of service design
• User-centric design methods applied to service design
• Total user experience
• Design-for-all

Project deliverables:

• Reports:
  • Service design state-the-of-art
  • Interconnection between service design and co-design
  • Empirical examples about the challenge of service design
• A toolbox for service design (method collection)
• Seminars
• Dissertations
• Support for the design process in selected cases

How to deliver new service design method?

• Development with real world service design cases
• Tune details together with designers and practitioners
• Several trials with similar method in various context
• Documentation of all sessions with video and pictures
• User evaluation (designer, researchers, co-design users)
• External evaluation (non-participant observer)
• Document the methods in detail and in abstract level, which can be applied in variety of cases
• Disseminate

Key findings so far:

• Even senior managers are interested and willing to participate in drama and games based design sessions
• Game-based design interaction can be effective and efficient
• The language of service design is not well established
• Service design is in line with recent development n the design research; expanding design thinking outside the product-based tradition
• The common history of ethnography and design points towards new ways of supporting negotiations between all the stakeholders involved in service design processes

Partners:

TAIK Industrial Design

HIIT Digital Content Communities

SoberIT

KONE, OP, Idean, Palmu