Today, service design tools and methodologies provide a solid framework for organisations to not ... more Today, service design tools and methodologies provide a solid framework for organisations to not only understand customer needs and develop relevant solutions, but also to change how they work, facilitating internal cross-functional collaboration and activating structured processes of customer-centred transformation. In this way, design toolkits help organisations meet their innovation goals in the short term, while they deliver and spread competencies that will enrich and shape the internal innovation culture in the long-run
This paper offers a reflection on design research and its forms and methods of cultural intervent... more This paper offers a reflection on design research and its forms and methods of cultural interventions, with the aim of contextualising it into the frame of complexity. The paper seeks to restate culture as a necessary element in the construction of a qualitative analytic that informs design discipline, in a contemporary moment where the strategic insights and discoveries valuable to innovation are more and more associated with artificial intelligence in its variety of forms, and cumbersome data processes. In the first part, we discuss the definitions of transculturality, context, and story, within the frame of design and complexity and, specifically, in the methods and tools we use to conduct design research, both in the way of developing the research process and conducting original design inquiries in the field.
From logs and information left in online spaces to data points self-generated by connected device... more From logs and information left in online spaces to data points self-generated by connected devices, digital traces have become more and more diffused over the past years. Along with some big-data approaches, Digital Methods of research - treating the actual content of users’ manifestation online (i.e. tweets, Instagram pictures, comments) - offer the opportunity to better understand people and behaviors through their online activities. This paper investigates how Digital Methods can be repurposed as a full-fledged approach for the Service Design practice, by offering a method to outline service design frameworks from a corpus of web data. This quantitative methods, in combination with the traditional qualitative approaches, leverage the continuous exchange of information that is happening in the digital space and suggest the possibility to automate parts of the data collection and analysis processes in support of service design activities. Grafting on several case studies - we will ...
As designers, we are often called to focus and extract information from the public and civic cont... more As designers, we are often called to focus and extract information from the public and civic context, and elaborate them into insights and research purposes that will inform design projects. Storytelling is one of the most important tools in the research toolbox to communicate the insights we collect in the field, and to engage the research participants, and it is grandly challenged when it faces to serve people and cultures: how are stories built? How will plots, characters, and narrations be orchestrated? Which culture of reference will be displayed? Which critical translations will be performed? During this active conversation with the participants, we will share and discuss principles and recommendations for a design storytelling toolkit that leverages listening as the key pathway to shape stories across cultures and contexts.
As a discipline that deals mostly with complex, intangible components, service designers have dev... more As a discipline that deals mostly with complex, intangible components, service designers have developed a broad toolkit to visualise and interact with the elements that can be difficult to perceive otherwise. Examining service design tools closely one can see a strong link between them and tools used in systems thinking to visualize behaviours and structures. In fact (eco)system mapping is one of the main tools for service designers, service blueprint adopts swim-lane charts to understand layering of the various channels and actors while providing a service, and user-journey can be seen as a detailed view of the system interactions and dynamics. However despite the highly systemized nature of service design approach and tools, not all applications lead to a positive systemic impact. And as services (and especially digital services and platforms) play more and more important role in the general economy and the distribution of capital, resources and human flows, we clearly need to thi...
From logs and information left in online spaces to data points self-generated by connected device... more From logs and information left in online spaces to data points self-generated by connected devices, digital traces have become more and more diffused over the past years. Along with some big-data approaches, Digital Methods of research treating the actual content of users’ manifestation online (i.e. tweets, Instagram pictures, comments) offer the opportunity to better understand people and behaviours through their online activities. This paper investigates how Digital Methods can be repurposed as a full-fledged approach for the Service Design practice, by offering a method to outline service design frameworks from a corpus of web data. These quantitative methods, in combination with the traditional qualitative ethnographic approaches, leverage the continuous exchange of information that is happening in the digital space and suggest the possibility to automate parts of the data collection and analysis processes in support of service design activities. Grafting on several case studies...
Taking into account the importance of visualization within service design discipline due both to ... more Taking into account the importance of visualization within service design discipline due both to the limited visual appearance of services and to the heterogeneous group of figures involved in their conception and construction, this research paper proposes an investigation of the representation paths that could help the comprehension and use of visualization during the design process (1). This research topic has been studied from a design perspective and from a design culture background, in order to provide a contribution to the service discipline in the broad sense.
Today, service design tools and methodologies provide a solid framework for organisations to not ... more Today, service design tools and methodologies provide a solid framework for organisations to not only understand customer needs and develop relevant solutions, but also to change how they work, facilitating internal cross-functional collaboration and activating structured processes of customer-centred transformation. In this way, design toolkits help organisations meet their innovation goals in the short term, while they deliver and spread competencies that will enrich and shape the internal innovation culture in the long-run
This paper offers a reflection on design research and its forms and methods of cultural intervent... more This paper offers a reflection on design research and its forms and methods of cultural interventions, with the aim of contextualising it into the frame of complexity. The paper seeks to restate culture as a necessary element in the construction of a qualitative analytic that informs design discipline, in a contemporary moment where the strategic insights and discoveries valuable to innovation are more and more associated with artificial intelligence in its variety of forms, and cumbersome data processes. In the first part, we discuss the definitions of transculturality, context, and story, within the frame of design and complexity and, specifically, in the methods and tools we use to conduct design research, both in the way of developing the research process and conducting original design inquiries in the field.
From logs and information left in online spaces to data points self-generated by connected device... more From logs and information left in online spaces to data points self-generated by connected devices, digital traces have become more and more diffused over the past years. Along with some big-data approaches, Digital Methods of research - treating the actual content of users’ manifestation online (i.e. tweets, Instagram pictures, comments) - offer the opportunity to better understand people and behaviors through their online activities. This paper investigates how Digital Methods can be repurposed as a full-fledged approach for the Service Design practice, by offering a method to outline service design frameworks from a corpus of web data. This quantitative methods, in combination with the traditional qualitative approaches, leverage the continuous exchange of information that is happening in the digital space and suggest the possibility to automate parts of the data collection and analysis processes in support of service design activities. Grafting on several case studies - we will ...
As designers, we are often called to focus and extract information from the public and civic cont... more As designers, we are often called to focus and extract information from the public and civic context, and elaborate them into insights and research purposes that will inform design projects. Storytelling is one of the most important tools in the research toolbox to communicate the insights we collect in the field, and to engage the research participants, and it is grandly challenged when it faces to serve people and cultures: how are stories built? How will plots, characters, and narrations be orchestrated? Which culture of reference will be displayed? Which critical translations will be performed? During this active conversation with the participants, we will share and discuss principles and recommendations for a design storytelling toolkit that leverages listening as the key pathway to shape stories across cultures and contexts.
As a discipline that deals mostly with complex, intangible components, service designers have dev... more As a discipline that deals mostly with complex, intangible components, service designers have developed a broad toolkit to visualise and interact with the elements that can be difficult to perceive otherwise. Examining service design tools closely one can see a strong link between them and tools used in systems thinking to visualize behaviours and structures. In fact (eco)system mapping is one of the main tools for service designers, service blueprint adopts swim-lane charts to understand layering of the various channels and actors while providing a service, and user-journey can be seen as a detailed view of the system interactions and dynamics. However despite the highly systemized nature of service design approach and tools, not all applications lead to a positive systemic impact. And as services (and especially digital services and platforms) play more and more important role in the general economy and the distribution of capital, resources and human flows, we clearly need to thi...
From logs and information left in online spaces to data points self-generated by connected device... more From logs and information left in online spaces to data points self-generated by connected devices, digital traces have become more and more diffused over the past years. Along with some big-data approaches, Digital Methods of research treating the actual content of users’ manifestation online (i.e. tweets, Instagram pictures, comments) offer the opportunity to better understand people and behaviours through their online activities. This paper investigates how Digital Methods can be repurposed as a full-fledged approach for the Service Design practice, by offering a method to outline service design frameworks from a corpus of web data. These quantitative methods, in combination with the traditional qualitative ethnographic approaches, leverage the continuous exchange of information that is happening in the digital space and suggest the possibility to automate parts of the data collection and analysis processes in support of service design activities. Grafting on several case studies...
Taking into account the importance of visualization within service design discipline due both to ... more Taking into account the importance of visualization within service design discipline due both to the limited visual appearance of services and to the heterogeneous group of figures involved in their conception and construction, this research paper proposes an investigation of the representation paths that could help the comprehension and use of visualization during the design process (1). This research topic has been studied from a design perspective and from a design culture background, in order to provide a contribution to the service discipline in the broad sense.
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Papers by Roberta Tassi