Empathic Service Design: Challenges in design, analysis and services

Melanie Sarantou; Satu Miettinen; Titta Jylkäs

doi:10.5040/9781350476424

Empathic Service Design: Challenges in design, analysis and services

Melanie Sarantou (Toimittaja), Satu Miettinen (Toimittaja), Titta Jylkäs (Toimittaja)

Tutkimustuotokset: Kirja/raportti › Kokoomateos › Tieteellinen › vertaisarvioitu

Abstrakti

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.

Alkuperäiskieli	englanti
Julkaisupaikka	London
Kustantaja	Bloomsbury academic
Sivumäärä	332
ISBN (elektroninen)	978-1-3504-7640-0, 978-1-3504-7641-7, 978-1-3504-7642-4
ISBN (painettu)	978-1-3504-7639-4
DOI - pysyväislinkit	https://doi.org/10.5040/9781350476424
Tila	Julkaistu - 28 toukok. 2025
OKM-julkaisutyyppi	C2 Toimitettu tieteellinen erillisteos

Tieteenala

Kuvataide ja muotoilu

Pääsy tutkimustuotokseen

10.5040/9781350476424Lisenssi: Kaikki oikeudet pidätetään

Muut tiedostot ja linkit

https://www.bloomsburycollections.com/monograph?docid=b-9781350476424

1 Päättyneet

RRF Empathy business. How to digitalise service prototyping and business through creativity.
Miettinen, S. (Vastuuhenkilö), Nam, K. (Muu), Pääkkönen, T. (Tutkija), Kupari, R. P. (Muu), Björn, E. (Muu) & Chen, K. (Muu)
Business Finland, NextGenerationEU
01.11.2022 → 31.12.2024
Projekti: Yhteisrahoitteinen projekti

BioARTech laboratorio
Pietarinen, H. (Asiantuntija), Miettinen, S. (Asiantuntija), Sarantou, M. (Asiantuntija) & Qureshi, A. (Asiantuntija)
Taiteiden tiedekunta
Laboratoriot/Studiot: Laboratorio
SINCO
Miettinen, S. (Asiantuntija), Korpikoski, K. (Asiantuntija), Colley, A. (Asiantuntija) & Kuure, E. (Asiantuntija)
Taiteiden tiedekunta
Laboratoriot/Studiot: Laboratorio

Viite tähän julkaisuun

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title = "Empathic Service Design: Challenges in design, analysis and services",

abstract = "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.",

keywords = "service design, empathy, interaction, engineering design, product development, user interfaces, usability, Ergonomics, user experience, customer experience, end users",

editor = "Melanie Sarantou and Satu Miettinen and Titta Jylk{\"a}s",

year = "2025",

month = may,

day = "28",

doi = "10.5040/9781350476424",

language = "English",

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publisher = "Bloomsbury academic",

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PY - 2025/5/28

Y1 - 2025/5/28

N2 - 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.

AB - 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.

KW - service design

KW - empathy

KW - interaction

KW - engineering design

KW - product development

KW - user interfaces

KW - usability

KW - Ergonomics

KW - user experience

KW - customer experience

KW - end users

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U2 - 10.5040/9781350476424

DO - 10.5040/9781350476424

M3 - Anthology

SN - 978-1-3504-7639-4

BT - Empathic Service Design

PB - Bloomsbury academic

CY - London

ER -

Empathic Service Design: Challenges in design, analysis and services

Abstrakti

Tieteenala

Pääsy tutkimustuotokseen

Muut tiedostot ja linkit

Sormenjälki

Projektit

RRF Empathy business. How to digitalise service prototyping and business through creativity.

Laitteet

BioARTech laboratorio

SINCO

Viite tähän julkaisuun