Opportunities for the Contribution of Service Design to the improvement of productivity and innovation

Renata Hinnig, Giselle Schmidt Alves Díaz Merino, Leila Amaral Gontijo, Eugenio Andrés Díaz Merino


New paradigms allow the designer to broaden their focus in order not just to create objects but also to design intangible products, such as the design of services. Service Design is considered a new subject within the Brazilian context that still needs to be better explored. This research seeks to sketch a historical survey of the proposed theme, as well as to define and exemplify the opportunities for design to contribute to improving productivity and innovation of services. The research is of a basic, qualitative nature and has exploratory purposes. As to the procedure, a bibliographic review was carried out. It can be seen that Service Design appeared during the decade of 1990 and the interest in studying this topic has been growing. On the basis of the two cases presented, the article concludes that due to the characteristics inherent in services (intangibility, heterogeneity, inseparability of production and consumption, and perishability), it is important to take into account the participation of users and workers in the Service Design processes so that the needs of those using the service can be identified, as well as the problems faced by organizations. Service design can generate effective and efficient solutions for those providing services, and useful, usable and desirable solutions for those using them.

Keywords: Service Design, innovation, Design Management, user.

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Esta obra está licenciada com uma Licença Creative Commons Atribuição 4.0 Internacional [atualizada em 11/11/2016]

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