Design for Service: A framework for articulating designers’ contribution as interpreter of users’ experience

Doctoral Thesis in Design at HDK - School of Design and Crafts, Faculty of Fine, Applied and Performing Arts, University of Gothenburg. Previously, most knowledge about development of new services has been treated within the service marketing and management discourse, where emphasis is put on customer integration in the process, and the co-creation of the value proposition - the service. Despite both knowledge spheres, design and marketing/management, have been deeply involved in the development of new service they have hitherto essentially remained unconnected. The overall aim of this thesis is to further explore and develop the connections between design and service logic through development of the Design for Service framework. In addition, this thesis takes specific interest in designers’ contribution as intermediaries between users and organizations in service design and innovation.