ServiceDesign:

the Evolution of Expertise

& Mobile Learning

ServiceD Newsletter / OCT 2010 (1/3)

This newsletter takes a look at the news and results of the ServiceD project, giv-
ing you a chance to follow the recent developments and activities of the project.
Please remember that you can take an active part in developing new service design
expertise at www.servicedesign.tv.

The ServiceD project studies the evolution of expertise in design and service development
as well as future possibilities. The research results are used to develop service design ex-
pertise and education in Finland and Estonia.

Keywords:
• service design, concept design, design thinking
• evolution of expertise in design and service development, future possibilities and
development paths
• prosumerism
• crowdsourcing
• DIY (Do-It-Yourself) culture
• open, social, radical, and prosumer-driven innovation
• customer as a brand
• wired expertise & cloud companies
• cross-discliplinarity

Cooperation with City of Lahti

The project team has started close cooperation with the City of Lahti. The goal is to use
foresight information and service design to create ideas and design service concepts for
the City.

The project studies, observes, and analyses existing solutions and presents new service
ideas and concepts. The concepts are presented as comics, video clips and physical proto-
types. Observation and analysis are done using the PocketSchool method, where students
of the Lahti University of Applied Sciences record service moments and paths as video
clips on their smartphones. The recorded clips and related discussions act as the basis and
sketches for new service ideas.
ServiceDesign:
the Evolution of Expertise
& Mobile Learning

ServiceD Newsletter / OCT 2010 (2/3)

In autumn, concept design for a ”joint service touchpoint” to be used by the various serv-
ices of the City of Lahti is done. The goal is to create adjustable and desirable services.
The key idea is to develop a genuine meeting point for the city and its constituents in the
spirit of prosumerism.

ServiceD Miniseminars
What is future service design expertise like? How to create desirable services? The project
was launched in two seminars, one in Helsinki and another in Tallinn. The events presented
new ideas for the development of future design expertise. Research on the evolution of
design expertise and the role of designers in future service development were also dis-
cussed.

Discussion was led by the project’s active team of external experts: Jari Koskinen, Tuomo Ku-
osa, Sam Inkinen, Teemu Arina, and Petri Seljavaara. Audience(s) included designers, educa-
tion planners, researchers and experts, all of who share a mutual interest in service design.

Jari Koskinen's presentation in Tallinn, august 2010.

Service Design and Future Service Environments Workshop

ServiceD organises a cross-disciplinary study workshop on service design in autumn 2010.
The workshop is closely connected to the study on the evolution of design and service
development expertise and foresight work of the project.

Organised at the Institute of Design in Lahti University of Applied Sciences, the workshop
includes creative cooperation between students of the institute and the team of experts
mentioned above. The workshop supports the students’ thinking and helps them to en-
counter services as (service) designers. The studies create a thorough overview on the
future changes of service environments and the operational environment as well as on
the development of design services.
ServiceDesign:
the Evolution of Expertise
& Mobile Learning

ServiceD Newsletter / OCT 2010 (3/3)

Students acquaint themselves with foresight methods as parts of service design and
analyse real services by recording video clips of service processes and chains with their
smartphones. Using the multi-channel service of Lumi Interactive Ltd. the students are
able to work regardless of time and place.

The goal of the workshop is to make the students understand what is meant with service
design and how cross-disciplinary competence can be used in service development
work. In addition, students learn to understand and use service design terminology
and methodology.

servicedesign.tv
www.servicedesign.tv offers new ideas as regards service design and education piloting.
It is meant for all who are interested in themes, phenomena, and deeper discussions re-
lated to service design.

Servicedesign.tv is a social media platform for quality discussions and expert articles. In
addition, the platform is used to disseminate and announce the results and events of the
project. Published in English, the platform enables international effectiveness amongst
experts of service design. Please use the platform and find new visions and ideas of fu-
ture service design expertise, education, and innovation.

Present your own ideas about the future of service design. The articles and discussions
on the platform form the core of a book published in summer 2012. Most active members
with good ideas receive a free entry to the International Service Design Conference 2011
in Tallinn, Estonia.

More Information
Innovation Centre of Lahti University
of Applied Sciences: Dynamic Futures / experts:
sami.makkula@servicedesign.tv tuomo.kuosa@servicedesign.tv
hannu.kaikonen@servicedesign.tv jari.koskinen@servicedesign.tv
jari.kaivo-oja@servicedesign.tv
Univercity of Tallinn:
andres.viia@servicedesign.tv Lumi Interactive Ltd / experts:
petri.seljavaara@servicedesign.tv
Dicole Ltd / experts:
teemu.arina@servicedesign.tv
sam.inkinen@servicedesign.tv