Designing for Resourcefulness in Service : Some Assumptions and Consequences

Abstract

Research on design for service has mainly concerned itself with understanding the design process. In this research paper focus will be shifted towards service performances, based on a suggested model that can work as an aid to distinguish between different stages in the service development life-cycle and in co-creation of value. In a service performance, participants will enter with resources, competence and attitudes. What if we view every person in the performance of a service as resourceful? What are the assumptions? How does it fit with figures of thought in service and design research? Which consequences does it bring? The analysis will be based on situated cognition and socio-cultural theories. In contrast to activity theory, theories that highlight emergent activities and participation will be used. It is shown that, design research on service research can find a good foundation in theoretical concepts such as activity theory, zone of proximal development and legitimate peripheral participation, to direct future development of the area.

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