Exploring service design implementation

Almqvist, Frida

PhD-fellow

Frida Almqvist is a PhD-fellow at AHO exploring how to develop process support for a patient-centric new service development approach in Norwegian healthcare. This research is a part of the Centre for Connected Care (C3), an 8 year Centre for Research-based Innovation (SFI) starting up the fall of 2015.

Before starting the PhD she has been working as a Service Designer and Assistant Researcher in the research unit DOT – Design for offentlige tjenester (Design for Public Services) along with Kaja Misvær Kistorp and Amy Lise Hansen. She will continue her engagement in DOT part-time, throughout the PhD period. She has also been working as an Assistant Teacher in Service Design at AHO, in both bachelor and master courses.

Frida gained her MA in Industrial Design from the Oslo School of Architecture and Design in 2014. Her Master Thesis Terminating a pregnancy (Å avslutte et svangerskap) was within Service and Systems Oriented Design. The project attempted to understand the system behind the experience of an abortion, seen from a woman’s perspective. How is the woman cared for in one of her perhaps most vulnerable situations? Women who are considering an abortion needs to find their way through a vast and complex service landscape. Today this can be challenging. The result was a series of design solutions that increase the availability of information, support and follow-up. The proposals contributed to the creation of experiences with less uncertainty and stress that might prevent further unplanned pregnancies.

Frida has presented her Masters Thesis at Beyond Risør (2014), at the National Abortion Conference (Nasjonal konferanse for sykehusenes abortnemnderat) at Gardermoen held by the Norwegian Health Directorate (2014) and at many other occations.

Clatworthy, Simon

Professor

Simon is professor of interaction design at AHO and is responsible for the area of Service Design at the school.

Simon started working with interaction design using participatory design methods for the design of control rooms in 1983. Since then his work has swung between research and professional consultancy. He built and led a successful multidisciplinary team at Telenor that developed future business concepts for mobile services and interactive TV. He has led a large Nordic ICT consultancy, run his own company and been in a dot.com start-up.

His research interests stem from his MBA in Design Management, and have very much focussed upon the role of design at the strategic and tactical levels of an organisation. His focus during the past years has been upon enabling organisations to create value from incorporating design into the innovation process. More recently he has started to focus upon how organisations should change such that they can better develop and support the delivery of memorable customer experiences. This bridges multiple disciplines from marketing, organisational design, change management and service design.

Simon is responsible for AHOs participation in the Centre for Service Innovation (CSI) and leads one of the major themes; Brand and Customer Experience.

Hansen, Lise Amy

Associate professor

Lise Amy Hansen is an Associate Professor of Design Theory at The Oslo School of Architecture and Design and her researcher is concerned with interaction, communication and digital movement. Her doctorate was on digital movement and design: ‘Communicating movement – Full-body movement as a design material for digital interaction’.

She trained as a graphic designer at Central Saint Martins and Royal College of Arts, London. She was a Lecturer on the BA (Hons) Graphic Design at Central Saint Martins 2000-2005. She also run her own design company in London for many years, working with architects and developers on urban regeneration and with cultural institutions. She writes (sporadically) about her research projects on the blog Kinetically.