History of Service Design
In the earliest contributions on service design (Shostack 1982; Shostack 1984), the activity of designing service was considered as part of the domain of marketing and management disciplines. Shostack (Shostack 1982), for instance proposed the integrated design of material components (products) and immaterial components (services). This design process, according to Shostack, can be documented and codified using a “service blueprint” to map the sequence of events in a service and its essential functions in an objective and explicit manner.
In 1991, service design was first introduced as a design discipline by Prof. Dr. Michael Erlhoff at Köln International School of Design (KISD), and Prof. Birgit Mager has played an integral role for developing the study of service design at KISD in later days. In 2001, live|work, the first service design consultancy opened for business in London. In 2004, the Service Design Network was launched by Köln International School of Design, Carnegie Mellon University, Linköpings Universitet, Politecnico di Milano and Domus Academy in order to create an international network for service design academics and professionals; now the network extends to service design professionals worldwide as well as design consultancies who have started offering service design.
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