Service Design towards Transitions

Embracing Paradigm Shifts in Practice

Authors

DOI:

https://doi.org/10.4013/sdrj.2026.191.03.

Abstract

Service design faces increasingly complex challenges, linked to the growing complexity and uncertainty that characterize contemporary socio-technical systems. This article examines how service design practice is adopting systemic and long-term approaches to support complex system-level transformations. It describes the results of the research (blind for review) conducted from October 2024 to April 2025. Based on interviews with experts and international case studies, this article proposes four paradigm shifts – beyond linearity, beyond solutionism, beyond reductionism and beyond short-termism – that outline disciplinary development paths to overcome the limits of current dominant service design models. These shifts highlight how designers are restructuring processes, products and design goals, enabling long-term reflexivity and redefining services towards transformative goals. The results are analysed concerning consolidated theories on sustainability transitions, Service Ecosystem Design and Transition Design, highlighting the growing role of service design as a transformative practice. Finally, the article highlights emerging implications for service design practice. Ultimately reinforcing service design as a socio-technical change agent, capable of co-creating multiple visions of the future and following co-evolutionary processes between actors, systems and projects.

Author Biographies

Beatrice Villari, Politecnico di Milano

Beatrice Villari (she/her) is an Associate Professor at the Department of Design, Politecnico di Milano, where she teaches Service Design and Design Methodology. She holds a PhD in Design and is a core faculty member at the School of Design. Beatrice co-directs the Specializing Master in Service Design at POLI.design. Her research encompasses national and international projects that focus on service innovation, social innovation, and design for policy.  Beatrice's recent work explores how service design can drive systemic changes across public and private sectors in a long-term perspective. 

Ricardo Torta, Politecnico di Milano

Riccardo Torta (he/him) is a Research Fellow at the Department of Design, Politecnico di Milano where he also tutors several service design courses. He holds a BA in Industrial Product Design and an MSc in Product Service System Design from Politecnico di Milano. His work focuses on how socio-technical, political and environmental transitions can occur through design with participatory, reflexive and decolonial practices. 

Daniela Sangiorgi, Politecnico di Milano

Daniela Sangiorgi (she/her) is a full professor of Design and head of the Master program in Product Service System Design at Politecnico di Milano. She worked for 8 years at ImaginationLancaster at Lancaster University. She has published seminal work in service design, contributing to the development of the field. Her research interests are in design for service innovation, with a focus on transforming the public sector and healthcare systems. Her recent research has been centred on developing a collaborative and systemic approach to designing for young people’s and adults’ mental health and well-being. 

Zijun Lin, School of Art and Design, Guangdong University of Technology

Zijun Lin (she/her) is a faculty member at the School of Art and Design, Guangdong University of Technology. She received her PhD in Design from the Department of Design at Politecnico di Milano, where she continues to engage in collaborative research. Her research interests include service design, systemic design, speculative design, service innovation, and service (eco)system transformation.

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Published

2026-09-14

Issue

Vol. 19 No. 1 (2026): Jan-Jun

Section

Articles

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