list of publications

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Hyvärinen, J. & Sustar, H. (2014).

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Hand in hand: When design put things into places.

 

in M Toivonen (ed.), RESER2014. Proceedings of 24th Annual RESER Conference, 11-13 September 2014, Helsinki. VTT, Espoo, pp. 601-611.

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The aim of this paper is to explore the role of design in supporting user-centred development of services and transformation of service organisations. Especially the focus is on bottom-up and top- down service development approaches in the context of service ensembles provided by multiple, interlinked public, private and third sector organisations. The paper presents findings from two separate design case studies. The first study focuses on the organisational perspective in the context of services for elderly, and the second on the customers’ perspective in the context of services for immigrants. The findings highlight how the designerly ways of gathering, visualizing, analysing and sharing information may enhance service development.