Daniela Sangiorgi

An increase in complexity in service innovation has motivated the introduction of meta-level frameworks in service research introducing descriptions of service systems or service eco-systems, calling for interdisciplinary efforts to work toward innovation.

In parallel, service design has been naturally evolving in terms of the complexity of its intervention moving from designing individual service interactions and interfaces, to support organizational change, to imagine novel service models, configurations and platforms. This fundamental shift of focus has been accompanied by an increase in the complexity in terms of level and the kind of participation in the co-design and co-creation of the suggested solutions, which decreases considerably the level of expected and desired control on the output. It emphasizes instead, the importance of emergence, ownership and adoption.

With this evolution in mind, in this presentation, I would like to discuss the current need for system practices and thinking in service design, with specific attention to why questioning the boundaries and nature of systems is becoming a fundamental design issue in itself.