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<p class="MsoNormal"><span lang="EN-GB">Dear all,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">On Friday the 6th of March, between 10-11, Vanessa Rodrigues will give her 90% seminar in Alan Turing. at IDA<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">TITLE: Designing for Resilience: Navigating change in service systems<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">ABSTRACT: <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Making services work is crucial to creating value for customers. However, services are prone to expected and unexpected variations and disruptions, more so given the increasing interconnectedness and complexity of service
systems. This requires both organizations and individuals to improvise and adapt to ongoing changes to ensure that services work smoothly. Disruptive innovations can render the world temporarily unpredictable, leaving service system actors struggling to survive,
slowly adapt or forced to transform. Under such circumstances, resilience thinking with its emphasis on three key aspects of resilience as persistence, adaptability and transformability offers a valuable lens for navigating service systems change. A resilience
approach to management assumes the unexpectedness of future events and only requires a qualitative capacity to accommodate such events. This aligns well with the service design perspective which acknowledges the potential for creating the right preconditions
for service interactions. This research focuses on utilizing service design as a transformative driver for fostering resilience in service systems. Three design research projects within healthcare service systems were undertaken, which provide a cross-scale
perspective on service systems. One main contribution of this thesis is an articulation of the resilience concept in the context of service systems and its relevance for practice. Another contribution is the positioning of service design as instrumental in
cultivating resilience in service systems. Applying a resilience lens in service systems highlights the possibilities and limitations for service system design, including the design of interactions, processes, organizational structures and macro-level policy.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">All the best<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">Stefan Holmlid<o:p></o:p></span></p>
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