Designing vs. Designers: How Organizational Design Narratives Shift the Focus from Designers to Designing
- Submitting institution
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Glasgow School of Art
- Unit of assessment
- 32 - Art and Design: History, Practice and Theory
- Output identifier
- 5092
- Type
- C - Chapter in book
- DOI
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- Book title
- Designing for Service: Key Issues and New Directions
- Publisher
- Bloomsbury Academic
- ISBN
- 9781474250122
- Open access status
- Out of scope for open access requirements
- Month of publication
- February
- Year of publication
- 2017
- URL
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- Supplementary information
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- Request cross-referral to
- -
- Output has been delayed by COVID-19
- No
- COVID-19 affected output statement
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- Forensic science
- No
- Criminology
- No
- Interdisciplinary
- No
- Number of additional authors
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1
- Research group(s)
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- Proposed double-weighted
- No
- Reserve for an output with double weighting
- No
- Additional information
- This output brings together contrasting yet complementary service design research interests into organisations which first began within the AHRC-funded Service Design Research UK network, and built upon their short essay ‘Designing versus Designers,’ disseminated in the network’s 2014 report.
The research asks: How might design narratives be developed and be made visible within an organisational context to identify design legacies and share tacit knowledge in order to innovate organisational processes and behaviours?
Research process and methods involved:
• a wide-ranging literature review across organisational systems and management processes, service design methods applied within organisations and literature on socialising information and knowledge creation;
• three case studies investigating organisational practices;
• interviews with service design practitioners within service design consultancy, private sector service industries, public sector service organisations, and Scottish Government.
Service organisations are a complex mix of systems, processes and interactions between different roles within the organisation, customers and service users, therefore developing an organisational design narrative and making this visible is important in connecting groups and departments, designers and non-designers across projects, functions and departments. It forms a ‘shared framework for interpretation’ and helps identify and understand the collaborative relationships involved in sharing service design knowledge, as well as identifying the actors and processes involved in socialising group thinking and collaborative decision-making. This opens up the discussion for further investigation into how design visualisation can facilitate sharing and communication of a design narrative to encourage collaboration and socialising of knowledge in order to create an open innovation environment.
This research was applied through subsequent projects with medical professionals at the University Hospital Crosshouse Hospital, NHS Ayrshire & Arran in 2015-16, and has also been cited in academic papers in service design and management.
- Author contribution statement
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- Non-English
- No
- English abstract
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