Toward a Critical Reflective Practice in Service Design: An Exploration of Service Design and Critical Theory in Practice
Anderson, Brandon S.
Savannah, Georgia: Savannah College of Art and Design
Thesis (M.F.A.) -- Service Design
Savannah College of Art and Design -- Department of Service Design
Includes bibliographical references (pages 75-81)
"Intelligent automation technologies are rapidly reshaping the way in which customers and employees encounter and deliver services. These technologies are pregnant with promises of convenience, efficiency, cost reduction, increased employee engagement, reduced risk and improved customer satisfaction. Humans are forming new relationships to the technology in the delivery of services as both employee and customer.
"Service design, as a practice, is also being impacted by these new arrangements. Service designers are asked to improve customer journeys while balancing operational capabilities and efficiencies which includes the application of automation strategies which offer promises of human benefit. This raises questions as to the ways in which service designers are equipped to assess and evaluate the consequences of their designs in a critical way. What sort of tools and frameworks do Service Designers have to explore these questions?
"This thesis seeks to explore how service designers engage in critically reflective practices in action. Primary and secondary research inform the creation of a service design artifact which combines critical theory with key objects of service design to augment a reflective activity. This artifact will be situated in context to provoke action, ideas and discussion, which support service design evaluation and assessment. Using this approach can surface insight about the institutional arrangements formed between automation, emotion and behavior in journeys, beyond practical functionality and instrumental benefit, as well as encourage critical reflective practice in service design."
*Keywords: service design, critical design, reflective practice, critical theory, intelligent automation
CHAIR: Manhaes, Mauricio
PDF : 81 pages
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