“There is no value until an offering is used – experience and perception are essential to value determination.”

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—Stephen L. Vargo and Robert F. Lusch (2006, p. 44)

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Overview
This week explores the Service pillar of the D4L Unclock Framework, focusing on service as the relational and experiential dimension of design. Service design considers how we co-create value through interactions among people, organizations, technologies, and infrastructures. It emphasizes the complete experience, from first engagement to long-term relationships and support.

What if a design solution extends beyond a tangible product to include the services and relationships it enables? A mobility device might also connect users to transportation services, ride-sharing networks, and peer support communities. A health product could be integrated with continuous care, family coordination, and digital health platforms. A housing intervention might foster neighborhood connections, mutual support, and community resilience. In each case, the product is only one part of a broader service ecosystem.

Products, services, and systems work together to shape meaningful experiences across the lifespan, enabling mapping of user journeys, identification of service touchpoints, and design of integrated service ecosystems that promote accessibility, collaboration, and healthy longevity.
 

Reading Material

• Kim, M. (2023). Exploring Autonomy as a design Principle: Theoretical review of autonomy and case studies of service design for seniors. Design and Culture, 16(1), 83–107. https://doi.org/10.1080/17547075.2023.2259658

• Pan, S., Sarantou, M., & Miettinen, S. (2019). Design for Care: How the “Good Old Days” can Empower Senior Residents to Achieve Better Services in an Aged-Care Institution. The International Journal of Design in Society, 13(2), 25–40. https://doi.org/10.18848/2325-1328/cgp/v13i02/25-40

• Vink, J., & Koskela-Huotari, K. (2021). Social structures as service design materials. International Journal of Design, 15(3), 29-43.

• Lee, S., Coughlin, J., Klopfer, E., de Weck, O., Ochsendorf, J., & Hodara, S. (2025). Social structures relevant to longevity service systems. In Systemic Service Design (pp. 164–189). Routledge. https://doi.org/10.4324/9781003501039-11

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