About the Book
Through case studies from across the globe, this book helps designers understand how forward-looking service prototyping, analysis and tools can promote and create empathic, emotion-oriented and relevant services.
Despite services being at the core of organisations, to create service flows, designers, groups and their diverse stakeholders must negotiate ever more complex and hybrid interactions between human and more-than-human role players in service delivery. The challenge lies in delivering empathic, relevant and desirable services, despite these complexities. New knowledge is needed to bridge the gaps, uncertainties and even anxieties that organisations face in making their service delivery empathic and keeping them purposeful to users.
Addressing problems within service delivery like empathy fatigue, poor collaboration, and siloed work experiences that lead to poorly-functioning systems, the authors suggest concrete solutions for developing empathetic approaches and tools with consideration for the needs of participants. The book critically examines the role of empathy, and explores how compassionate understanding of the end-user is key to success.
Case studies include mapping of children's services, wearable technologies for pandemics, understanding cultural sensitivity, emojis and chat bots, and AI used in care settings.
Table of Contents:
List of Figures
List of Tables
List of Contributors
1. Introduction, Melanie Sarantou (Kyushu University, Japan), Satu Miettinen and Titta Jylkäs (University of Lapland, Finland)
Part I: Challenges with Empathy and Implications for Service Design
2. User Empathy in the Early Phase of Product–Service Systems Development: Challenges with User Research, Service Blueprinting and Service Prototyping, Thomas Abrell (Independent Scholar, Germany)
3. Challenges with empathy: Evolving service prototyping at Centria UAS, Johanna Hautamäki (Centria UAS, Finland)
4. Design for Longevity: An Empathic Service Design Framework, Sheng-Hung Lee (Massachusetts Institute of Technology, USA)
5. Research on Empathy-Driven Design Workshops and Social Implementation Methods, Yanfang Zhang (University of Oslo, Norway) and Masanori Fujita (Ritsumeikan Asia Pacific University, Japan)
6. Using Service Design to Create Smart Jewellery Low-Fi Prototypes for Pandemic Challenges
Virve Inget (University of Lapland, Finland), Mari Suoheimo (Oslo School of Architecture and Design, Norway), Manuela Quaresma (PUC-Rio University, Brazil) and Jonna Häkkilä (University of Lapland, Finland)
Part II: Implications for Creating Empathic Services Within Sensitive Contexts
7. The Role of Cultural Sensitivity in Fostering Empathy in Service Design, Amélia Steunou (Independent Scholar, Denmark) and Luca Simeone (University of Aalborg, Denmark)
8. Role of Empathy in Reliving Indigenous Cultural Heritage: Insights from Arts Ceduna, South Australia, Amna Qureshi (University of Lapland, Finland) and Sherrie Jones (Arts Ceduna, Australia)
9. Creating an Empathy Network: Insights into a Service Design Intervention in a High School in Japan, Moe Shimomura, Leon Loh, Noriko Takano (Kyushu University, Japan) and Yangfang Zhang (University of Oslo, Norway)
10. Empathy and Distance Learning, Anu Kylmänen (University of Lapland, Finland)
11. Service Prototyping with Empathy and Nature-Centric Thinking, Mariluz Soto (Universidad del Desarrollo, Chile)
12. More-Than-Human Empathy in Arts-Based Material Research Processes, Jenny Bergström, Heidi Pietarinen and Satu Miettinen (University of Lapland, Finland)
Part III: Approaches to Data Analysis for Developing Service Propositions
13. Empathic Approaches to Qualitative Data Analysis: Calling for a Deeper Understanding of Research Problems, Ludovick Myumbo and Albert Tibaijuka (St Augustine University of Tanzania, Tanzania)
14. Effective Analytical Approaches as Precursors for Proof-of-Concept Generation, Ella Björn, Satu Miettinen, Titta Jylkäs (University of Lapland, Finland) and Melanie Sarantou (Kyushu University, Japan)
15. Extending Visual Analysis Techniques for Empathy Building and Cross-Cultural Design
Victoria Simpson (Independent Scholar, UK), Henry Hosker (Independent Scholar, UK), Tokushu Inamura, Yasuyuki Hirai and Melanie Sarantou (Kyushu University, Japan)
Part IV: Design for Empathic Digital Approaches in Service Improvements
16. Empathic Development for Service Prototyping: Challenges and Opportunities that Emerged During Design Thinking Workshops with Analogue and Digital Tools, Kuan Hui Chen and Kiwoong Nam (University of Lapland, Finland)
17. Empathy and Sustainability at the Core: Leveraging AI Tools in Service Design, Nicholas Stevens, Yangyang Zhao and Alma Leora Culén (University of Oslo, Norway)
18. Empathetic AI: Integrating Artificial Intelligence and Service Design for 3H Care in Singapore, Bo Gao, Di Wang, Robin Chan Chung Leung, Zhiwei Zeng, Benny Toh Hsiang Tan, Yang Qiu, Huiguo Zhang, Xinjia Yu, Jun Ji, Bo Huang (Nanyang Technological University, Singapore), Eng Sing Lee (National Healthcare Group Polyclinics (Singapore), , Hui Hwang Teong, Ray Tian Rui Lai (Tan Tock Seng Hospital, Singapore), Wai Han Hoi (Woodlands Health Hospital, Singapore), and Chunyan Miao (Nanyang Technological University, Singapore)
19. Demonstrating a Two-Method Experiment-the Use of a Digital Tool and Empathy Map in Designing Empathic Phygital Experiences in a Peripheral Destination, Päivi Hanni-Vaara (Lapland University of Applied Sciences, Finland), Satu Miettinen and Minni Haanpää (University of Lapland, Finland)
20. The Role of Emojis in Fostering Empathy in Chatbot Interactions, Emma Kirjavainen, Ashley Colley and Jonna Häkkilä (University of Lapland, Finland)
Notes
Bibliography
Index
About the Author :
Dr Melanie Sarantou is a professor of social design at Kyushu University, Japan. Her interests span the role of improvisation in arts and design practices when the unsuspected emerges and surprises the researcher.
Dr Satu Miettinen is a professor of service design at the University of Lapland, Finland, with research interests spanning the themes of design methods in engaging with the Arctic region, service design methods for inclusion, the participatory development of services and socially responsible art and design methods.
Dr Titta Jylkäs is a senior lecturer at the University of Lapland, Finland and a service designer focusing on digital services with artificial intelligence and data science. She also works as an independent design consultant.
Review :
There is no good service design without empathy. Empathy in service design functions as a prerequisite for co-production of service experiences, a catalyst for behavioral changes, and a cohesive force for complex system innovation. However, this concept has often remained more abstract than actionable or systematic. This book delves into the essential questions of what empathy is and what it does in service design, through critical discourses and tangible case studies. The book will equip students, researchers and practitioners with the key knowledge to embed empathy in their projects as a mindset, an actionable strategy, and a shared value.
