Daniela Sangiorgi

Daniela Sangiorgi
Politecnico di Milano | Polimi · Department of Design

PhD

About

54
Publications
57,546
Reads
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1,683
Citations
Citations since 2016
25 Research Items
1400 Citations
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2016201720182019202020212022050100150200250
2016201720182019202020212022050100150200250
2016201720182019202020212022050100150200250
Additional affiliations
May 2007 - August 2015
Lancaster University
Position
  • Professor (Associate)

Publications

Publications (54)
Article
Full-text available
Designing within complex service systems implies navigating across a plurality of norms and beliefs that multiple stakeholder groups uphold, designers included. Transformational processes may be challenged by minimum, moderate, or extensive conflict depending on the centrality or compatibility of competing logics. This article reflects on how the c...
Chapter
The self-fulfilling prophecy can be best described as an assumption that, only because of the fact of being believed, provokes certain expectations and patterns of behavior that eventually make the initial assumption come true. This phenomenon has been long studied in a variety of applied settings, including the one of mental health care: in this r...
Article
Full-text available
The increasingly interconnected world is leading to continuous and profound transformations within and among service systems (e.g., firms, industries, societies). While service research studying such transformations is growing, the literature is missing a conceptualization of service system transformation (SST) that accounts for the richness and di...
Conference Paper
Full-text available
There is increasing interest of design for paradigmatic and sociotechnical changes, in which the significance of actor is recognized. However, design studies that aim to connect actors at the micro level and sociotechnical systems at the macro level is limited. Based on institutional theory in sociotechnical theory, this paper proposes reflexivity...
Chapter
In order to compare the methodological aspects of the different projects, while also placing them within a common framework, a form was specially drafted. This form was filled out in May 2019 by one or more members of each work group (Ascoli Piceno, Bologna, Milano, Roma, Trieste). The form was divided into three different sections (“Context charac...
Chapter
Transforming mental healthcare ecosystem is an ambitious aim, that requires different and convergent interventions. Recovery.Net project, with its multilevel, multidisciplinary and collaborative approach is an example of the complexity of this level change. This chapter presents one of the actions of this experience, aiming to co-design a Lab in th...
Chapter
Urban settings have been historically associated with an increase of mental illness, in contrast with more rural environments. Also the de-institutionalisation of mental healthcare has seen the coming-back to town of former psychiatric hospital inpatients, initiating other forms of seclusion associated with stigma and self-stigma and stimulating th...
Chapter
A recent orientation of therapeutic practices in mental healthcare is moving from focusing on the treatment of the disease (clinical recovery) to the promotion of wellbeing (personal recovery) that implies a growing engagement of users toward co-production. This transformation requires the innovation of individual services and organisations, but al...
Article
Full-text available
Purpose This paper explores how service design can contribute to the evolution of health service systems, moving them toward people-centered, integrated and technology-enabled care; the paper develops a research agenda to leverage service design research for healthcare transformation. Design/methodology/approach This conceptual study starts by ana...
Article
Full-text available
Purpose Service design is a multidisciplinary approach that plays a key role in fostering service innovation. However, the lack of a comprehensive understanding of its multiple perspectives hampers this potential to be realized. Through an activity theory lens, the purpose of this paper is to examine core areas that inform service design, identifyi...
Article
Full-text available
There is growing interest in service design to support transformation in mental healthcare. Early research in this area has shown some promising results, but has also revealed the contentious nature of this work. A better understanding of the complexity of design in mental health is needed to support the development of approaches that are appropria...
Chapter
The increasing complexity and human centeredness of service systems raises new challenges to decision makers, requiring the integration of multidisciplinary efforts while addressing the dynamic reconfiguration of actors for value co-creation. This chapter uses a case study investigation into the practice of an Italian service design agency to expan...
Chapter
Most healthcare managers and professionals ignore how to include and take advantage of design thinking methods to improve services and processes. Yet, initial evidence is emerging about the potential of service design, not only to solve service challenges but also to support organisational change. In the field of mental healthcare, the inclusion of...
Conference Paper
Full-text available
Service Design is a multidisciplinary approach that asks for further research to be better integrated. This article contributes to bridging this gap by identifying shared concerns among multidisciplinary perspectives on Service Design. A qualitative study involving six focus groups was conducted on international Service Design research centers. Res...
Conference Paper
Full-text available
Service designers have been increasingly involved in the transmission of design knowledge to enable non-professional designers to apply design skills and approaches in their work. However, the understanding of the factors that favor the effective transmission of design knowledge is limited, making the goal to achieve a sustainable capability in org...
Article
Based on a multiple case study on Service Design (SD) projects, we discuss different levels of SD's transformative impacts, associated with three types of designer–client relationships. In the ‘delivering’ relationship, SD informs service planning and development practices based on user-centred insights, while affecting physical service resources/t...
Conference Paper
The rapidly evolving service environment has raised new challenges to service innovation, as it becomes more complex. In this context, understanding how to support service innovation is a strategic imperative for organizations from all sectors that aim to generate new forms of value co-creation with customers and other network actors. Service desig...
Article
Although new service development (NSD) studies have contributed to developing systematic approaches to service innovation, their product-oriented and provider-centric perspectives are limited in embracing a value cocreation concept. We investigate how Service Design, as a human-centered and creative approach to service innovation, can reframe NSD p...
Chapter
Designing service systems is recognized as a contemporary issue and significant challenge for organizations both in the private and public sectors. Understanding and designing complex service systems and value networks have been identified as a priority in Service Research (Ostrom et al. 2015). In service design this issue has emerged at different...
Book
Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. It is now a growing field of both practice and academic research. Designing for Service brings together a wide range of inter...
Conference Paper
Full-text available
The successful adoption of a Service Dominant Logic in organizations requires more than the introduction of service offerings; in this paper we argue that it requires a conscious and parallel evolution of the understanding of service, design and users. We suggest how the creation of conversation tools could help organizations become aware of their...
Article
Purpose – The aim of this work is to provide an initial picture of how some design agencies are contributing toward a paradigm shift and how they are developing in the future to better inform design policies and interdisciplinary work. There is a general agreement that the current government and public sector structure and modes of operation need r...
Article
Full-text available
This special issue is dedicated to Emerging Issues in Service Design. The title acknowledges that service design, though still a young area of research, practice and even younger as a profession, has come a long way. With this special issue, we suggest that the field of service design is now entering a stage where discussions and research need to m...
Conference Paper
Drawing on literature from three main perspectives on service, design and innovation - Perspectives on Service Innovation (Service Innovation and New Service Development studies), Perspectives on Service (Service Science and Service Research frameworks on services), and Perspectives on Design (Design Anthropology) - this paper presents a theoretica...
Article
This paper aims to bridge recent work on Service Logic with practice and research in the Design for Service to explore whether and how human-centered collaborative design approaches could provide a source for interpreting existing service systems and proposing new ones and thus realize a Service Logic in organizations. A comparison is made of exist...
Technical Report
Full-text available
The Service Design Research UK (SDR UK) Network is funded by an AHRC (Arts and Humanities Research Council) network grant. The aim of the Network is to review and consolidate the current state of Service Design knowledge within the field of Design. As a design activity, Service Design research is growing, although it is still a small research commu...
Conference Paper
Full-text available
This paper illustrates how, although Service Design has been described as evolving from a narrow description of a phase in New Service Development (NSD) to an approach to Service Innovation, the current Service Design research is still focused on the initial stages of NSD. Comparing existing Service Design research with foundational knowledge on NS...
Book
We have witnessed how the concept and role of services in the economy and society have come a long way since its first definitions and studies. Services have moved from being a peripheral activity in a manufacturing - centred economy, to an engine for growth and society driven innovation. This transformation has been fully recognised with a...
Conference Paper
Service Design Research has been developing considerably in these last few years; with more research centres approaching designing for services from different design backgrounds. As we can see from the ServDes2014 conference programme; services as a new object for Design; touch many existing fields of innovation and requires contributions related t...
Conference Paper
Full-text available
Purpose This article aims to bridge recent work on Service Logic with practice and research in Design for Service to explore if and how human-centered participatory design approaches could provide an ideal source for interpreting existing service systems, proposing new ones and thus realize service logic in organizations. Design/methodology...
Conference Paper
This paper discusses the use of Service Design to support manufacturing companies in a shift towards services. It uses a program of knowledge exchange for small medium enterprises (SMEs) conducted at Lancaster University; as a case study to investigate and illustrate the role Service Design can play in traditional product centred companies. Through...
Article
This paper claims how the parallel evolution of the conception of services and of Design for Services toward more transformational aims, would require a collective reflection on and elaboration of guiding methodological and deontological principles. By illustrating connections with similar evolutions in Participatory Design (from 'Design for use be...
Article
Full-text available
Objective: To investigate the connections between, and respective contributions of, evidence-based and experience-based methods in the redesign of healthcare services. Background: Evidence-based medicine (EBM) preceded (and inspired) the development of evidence-based design (EBD) for healthcare facilities. A key feature of debate around EBM has...
Technical Report
Full-text available
This report summarises findings from an 18 month research project entitled “Design for Flexibility and Change within Health Service Providers” undertaken between April 2009 and October 2010. The project, funded by the EPSRC research centre HACIRIC (Health and Care Infrastructure Research Innovation Centre), investigated existing implementations of...
Conference Paper
Full-text available
The National Health Service (NHS) in England is pursuing a programme of transformation through innovation, aiming to 'provide High Quality Care for All in an NHS fit for 21st century and beyond'. Practice Based Commissioning (PBC) is one key strategy, devolving responsibility for commissioning of health services from Primary Care Trusts (PCTs) to f...
Conference Paper
Full-text available
In the last decades the economy saw two significant changes in the way value has been conceived and created: the introduction of the value-constellation model and the advent of the open innovation movement. This paper will report on how these paradigmatic changes are mirrored in public services reform, with a focus on healthcare services, and on ho...
Chapter
The diverse studies of diagnostic work in this book give shape to a new view of diagnostic work. They highlight just how much more than individual cognitive capability is needed, the close relationship between analysis and intervention, the often implicit nature of diagnosis, and the fact that there are several degrees or levels of diagnostic work....
Conference Paper
Full-text available
Analysis of socio-technical challenges and opportunities around contemporary mobilities suggests new interpretations and visions for intelligent transport systems. Multiple forms of intelligence are required (but not easily compatible), transport is too narrow a term, and innovation results in new socio-technical systems. An exploration of cumulati...
Conference Paper
Full-text available
This paper outlines the evolution of Service Design from its origin within Interaction Design to its current state of development, which is strongly affected by the growing complexity and collaborative nature of service projects and social demands. The paper aims to provide a platform to ground the current state of the discipline, to offer a critiq...
Conference Paper
Full-text available
The British National Health Service (NHS) has been involved in profound transformation to keep pace with, and shape, changes in our society. Innovation has been driven by the necessity to transform old hierarchical and paternalistic models into a modern health system, moving care closer to home, mobilizing and tailoring services to individual patie...
Conference Paper
Full-text available
More and more design professionals enter the field of service design and conduct projects that have the potential to introduce changes to organizational systems. This working paper reflects on the potential of service design to generate and implement internal changes within an organization. The authors report on two pilot case studies from the educ...
Conference Paper
This paper introduces service design as a potential Participatory Design (PD) theme. It proposes that the success of designing good services can be increased by including the perspectives and practices of the future service participants into the design process. Through the description of an action-research project, the paper explores the potentials...
Article
Mobility services adopting Intelligent Transport System (ITS) technologies (Urry 2004; Dennis and Urry, 2007) could contribute to solve some of the present-day urban mobility problems, by supporting more sustainable social behaviours. This paper presents part of the research results of two Service Design projects proposing a new generation of mobil...

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Projects

Projects (5)
Project
Multi-level and multidisciplinary research project to develop a community-based psychiatry
Archived project