The transformative role of service design – a case study of a public library

Justyna Starostka; Nicola Morelli; Amalia de Götzen

doi:10.3384/ecp203001

The transformative role of service design – a case study of a public library

Justyna Starostka, Nicola Morelli, Amalia de Götzen

Research output: Contribution to book/anthology/report/conference proceeding › Article in proceeding › Research › peer-review

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Abstract

Using a wider context of a growing role of service design (SD) in different change processes, the aim of this article is to explore the transformative role of service design on two levels: organizational and societal. We investigated a transformation process of a public sector organization – a public library, showing how service design can be a vehicle of organizational and societal changes. We were able to map 3 cycles of transition that have been gradually expanding the visions, theories of change, mindsets, and new ways of designing in the organization, helping to achieve more and more agency in transforming, first the organization, and then local community. The article contributes to the growing body of knowledge connecting design with change. It also creates a more in-depth understanding of how SD can become a vehicle for transformation in a public sector organization.

Original language	English
Title of host publication	ServDes 2023 : Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings
Editors	Carla Cipolla, Claudia Mont’Alvão, Larissa Farias, Manuela Quaresma
Place of Publication	Rio de Janeiro
Publisher	Linköping University Electronic Press
Publication date	12 Jul 2023
Pages	28-43
ISBN (Electronic)	978-91-8075-476-7
DOIs	https://doi.org/10.3384/ecp203001
Publication status	Published - 12 Jul 2023
Event	ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. - Rio De Janeiro, Brazil Duration: 11 Jul 2023 → 14 Jul 2023 https://servdes2023.org/

Conference

Conference	ServDes 2023
Country/Territory	Brazil
City	Rio De Janeiro
Period	11/07/2023 → 14/07/2023
Internet address	https://servdes2023.org/

Series	Linköping Electronic Conference Proceedings
ISSN	1650-3686

Keywords

Service Design
Public Library
Design for Policy

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.3384/ecp203001Licence: CC BY-NC 4.0

Open Access articleFinal published version, 272 KBLicence: CC BY-NC 4.0

AUB Link

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Cite this

Starostka, J., Morelli, N., & de Götzen, A. (2023). The transformative role of service design – a case study of a public library. In C. Cipolla, C. Mont’Alvão, L. Farias, & M. Quaresma (Eds.), ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings (pp. 28-43). Linköping University Electronic Press. https://doi.org/10.3384/ecp203001

Starostka, Justyna ; Morelli, Nicola ; de Götzen, Amalia. / The transformative role of service design – a case study of a public library. ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings. editor / Carla Cipolla ; Claudia Mont’Alvão ; Larissa Farias ; Manuela Quaresma. Rio de Janeiro : Linköping University Electronic Press, 2023. pp. 28-43 (Linköping Electronic Conference Proceedings).

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abstract = "Using a wider context of a growing role of service design (SD) in different change processes, the aim of this article is to explore the transformative role of service design on two levels: organizational and societal. We investigated a transformation process of a public sector organization – a public library, showing how service design can be a vehicle of organizational and societal changes. We were able to map 3 cycles of transition that have been gradually expanding the visions, theories of change, mindsets, and new ways of designing in the organization, helping to achieve more and more agency in transforming, first the organization, and then local community. The article contributes to the growing body of knowledge connecting design with change. It also creates a more in-depth understanding of how SD can become a vehicle for transformation in a public sector organization.",

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Starostka, J, Morelli, N & de Götzen, A 2023, The transformative role of service design – a case study of a public library. in C Cipolla, C Mont’Alvão, L Farias & M Quaresma (eds), ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings. Linköping University Electronic Press, Rio de Janeiro, Linköping Electronic Conference Proceedings, pp. 28-43, ServDes 2023, Rio De Janeiro, Brazil, 11/07/2023. https://doi.org/10.3384/ecp203001

The transformative role of service design – a case study of a public library. / Starostka, Justyna; Morelli, Nicola ; de Götzen, Amalia.
ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings. ed. / Carla Cipolla; Claudia Mont’Alvão; Larissa Farias; Manuela Quaresma. Rio de Janeiro: Linköping University Electronic Press, 2023. p. 28-43 (Linköping Electronic Conference Proceedings).

Research output: Contribution to book/anthology/report/conference proceeding › Article in proceeding › Research › peer-review

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T1 - The transformative role of service design – a case study of a public library

AU - Starostka, Justyna

AU - Morelli, Nicola

AU - de Götzen, Amalia

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N2 - Using a wider context of a growing role of service design (SD) in different change processes, the aim of this article is to explore the transformative role of service design on two levels: organizational and societal. We investigated a transformation process of a public sector organization – a public library, showing how service design can be a vehicle of organizational and societal changes. We were able to map 3 cycles of transition that have been gradually expanding the visions, theories of change, mindsets, and new ways of designing in the organization, helping to achieve more and more agency in transforming, first the organization, and then local community. The article contributes to the growing body of knowledge connecting design with change. It also creates a more in-depth understanding of how SD can become a vehicle for transformation in a public sector organization.

AB - Using a wider context of a growing role of service design (SD) in different change processes, the aim of this article is to explore the transformative role of service design on two levels: organizational and societal. We investigated a transformation process of a public sector organization – a public library, showing how service design can be a vehicle of organizational and societal changes. We were able to map 3 cycles of transition that have been gradually expanding the visions, theories of change, mindsets, and new ways of designing in the organization, helping to achieve more and more agency in transforming, first the organization, and then local community. The article contributes to the growing body of knowledge connecting design with change. It also creates a more in-depth understanding of how SD can become a vehicle for transformation in a public sector organization.

KW - Service Design

KW - Public Library

KW - Design for Policy

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DO - 10.3384/ecp203001

M3 - Article in proceeding

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SP - 28

EP - 43

BT - ServDes 2023

A2 - Cipolla, Carla

A2 - Mont’Alvão, Claudia

A2 - Farias, Larissa

A2 - Quaresma, Manuela

PB - Linköping University Electronic Press

CY - Rio de Janeiro

T2 - ServDes 2023

Y2 - 11 July 2023 through 14 July 2023

ER -

Starostka J, Morelli N , de Götzen A. The transformative role of service design – a case study of a public library. In Cipolla C, Mont’Alvão C, Farias L, Quaresma M, editors, ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings. Rio de Janeiro: Linköping University Electronic Press. 2023. p. 28-43. (Linköping Electronic Conference Proceedings). doi: 10.3384/ecp203001

The transformative role of service design – a case study of a public library

Abstract

Conference

Keywords

UN SDGs

Access to Document

AUB Link

Other files and links

Fingerprint

CAPE: Civic Agency in Public E-service innovation

Cite this

The transformative role of service design – a case study of a public library

Abstract

Conference

Keywords

UN SDGs

Access to Document

AUB Link

Other files and links

Fingerprint

Projects

CAPE: Civic Agency in Public E-service innovation

Cite this