Using Empathy-Centric Design in Industry: Reflections from the UX Researcher, the Client, and the Method Expert

Empathic design provides tools and frameworks supporting designers to understand users’ experiences with products or services. However, how does one hand over this empathic understanding of users to other internal stakeholders shaping the service experience? In this contribution, we reflect on a three-year implementation of an empathy-centric...

The Impact of Co-Creation on the Design of Circular Product-Service Systems: Learnings from a Case Study with Washing Machines

Designers play an important role in service transformation and the development of product-service systems by applying co-creation methods. This paper presents a case of how we applied co-creation in practice and the impact this has had on developing a circular product-service system. It details the method used in the co-creation process and...

Actionable attributes of service design for business

The role of service deliverables in the early phases of service development has been studied both in academia and practice. We lack knowledge on the impact of service deliverables for the later phases of the service development process in which service designers are usually not engaged. In this paper, we aim to understand what attributes of...

Service design: Tuning the industrial design profession

Design is not only about the design and production of goods, but is increasingly addressing complex social issues nowadays. Roles of designers are becoming more and more varied, and at the same time other professionals are increasingly using design tools in their business, organizational or other innovation projects. New terms such as ‘service...