Report – service designing Essay Example

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Report – service designing


Design is a word that has created a lot of debate amongst many scholars today. However, as shall be found out in this report, designing has no limitations. To explore this further, two publications have been taken up for study, Designing for Service as One Way of Designing
Services by Lucy Kimbell and Designing to heal – planning and urban design response to disaster and conflict by Jenny Donovan. Though these designs are very differentiated, the implication and impact is almost the same as shall be found out in this report.

Designing for Service as One Way of Designing Services by Lucy Kimbell

Lucy Kimbell has penned down a journal that offers insightful and intriguing exposure into the world and professionalism of service designing. Kimbell (2011, p. 1) asserts that the field of service designing had remained in limbo for so long until the professionals who are versed in the area started developing this field over a decade ago. Currently, the profession service designing has been embraced and absorbed into the norm of the life we live in. According to Kimbell (2011, p. 2), these service designers get their education through the art school as opposed to shifting to the paradigms of engineering design.

The purpose of the paper is to try and understand the way these professionals in design think and appreciate their contribution to the world of art and do so effectively, Kimbell (2011, p.3) employs the use of a systematic approach towards the subject matter. She reviews the literature on design and services particularly on design studies, management as well as marketing and operations. Exploring literature ranging from architecture, management engineering, systems development as well as product development, Kimbell (2011) tends to bring forth the distinction of service design based on all these platforms. Each of these fields explores service design in their own capacity. For instance, in management field, service design could be interpreted as a way of coming up with new and innovative products in the field of management and as such it is conceptualized as being a design science rather than a natural science.

By definition offered by Kimbell (2006, p. 4), service designing is seen as a way that designers develop problems and issues and try to come up with solutions of the same. It is through this process of trial and error that these professionals come up with solutions that are designed to ease the much pressures and burdens of life. Kimbell (2011, p. 5), presents different ways of approaching the topic of service design. In oorder for a designer to succeed, he or she must adopt an outside-in approach where one needs to look at the potential design from the customers’ perspective. For instance, the professionals who are involved in designing travel and tours place themselves into their potential or existing clients’ shoes. Through this ethnographic approach, they analyze the journey from the perspective of the customer, taking into consideration what the customer would wish the journey to have so as to term it a success. Equipped with this kind of information, it then becomes easy for service designers in this field to design a service that will offer their clients the maximum possible satisfaction while at the same time guaranteeing them some considerable income. Kimbell (2011, p.5) goes on to state that these processes are continuous and they tend to embark much on the improvement on service delivery, quality of the product in question and cost cutting to enable profit making.

Kimbell (2011) expounds on this topic by taking a sample study of three cases. She asks the professionals involved to describe their metamorphosis and journey since the inception of their companies and brands. What emerges is that there is a distinct and definite path that all these professionals followed to enable them achieve the levels of success in which they were currently enjoying. The journey involved a series of service design, a dynamic and continuous process of seeking better and better ways of doing things in a more cohesive and profitable manner. It emerges that service designing is a concept we cannot do without in a bid to make the world a better place to live in.

Designing to heal – planning and urban design response to disaster and conflict by Jenny Donovan

Inarguably, Donovan (2013, p. 13) brings out a feature and a concept that we all have at one given point in time experienced it. Disaster looms large and sometimes the unwanted becomes inevitable. According to Donovan (2013, p. 15), it is important to put measures and mechanisms in place to allow for room to enable us deal with unwanted issues and disasters as the need arises. No nation or city of people loves disaster and conflicts. Nevertheless, such disasters happen at a point in time or another. How we respond to these disasters in a bid to try and mitigate their effect is crucial as it determines the course of future. Donovan (2011, p. 45) gives a classic example of Christchurch, destroyed by a consummate fire and lives lost. Even though the town was rebuild and the landscape restored, bad memories of the glue-some evens are still resonating in the minds of many people, some of whom were victims in the fire.

How people heal and recover from such a disaster is the main concern point for Donovan (2013). According to the author, it is important for people who have undergone a trauma to try and establish a situation where they could have time to recuperate. Donovan (2013, p. 260) states that the places that are designed for healing should have some distinct characteristics such as inviting occupation, resonance with the community, provide comfort and reassurance, well connected and are flexible enough to enable people have an exit from the place whenever need be. The state and urban designers play a key role in ensuring that they come up with designs that fit into this criterion. Failure to do so will only result into anxiety and the reluctance of people to move on to more positive things after a disaster strikes. The process of healing is a very vital one to the people of any given community.

Rising concerns

The two studies in this report show that there is an emerging trend especially in the management of disasters. People are becoming more and more aware of the perils that lurk in their surrounding and they have tried to come up with ways and means to avert or mitigate them. however, it is of great concern to me that even with all this awareness, hazards and perils still occur and we still experience great losses. It is my opinion that we should find ways to ensure that we totally get rid of the perils that we, as human beings can be able to avoid.


The above two publications offer insights into two different kinds of designing. The first one has shown us that the products, services and the life we live in is as a result of continuous process of service design. The second publication also allows us to open up our minds to the possibility of developing domes where we could heal and recuperate after a disaster strikes. In conclusion, it has been observed that designing, in whatever capacity is very essential in ensuring that the desired outcome is attained in the long-run.


Donovan, J. 2013. ‘Designing to heal – planning and urban design response to disaster and

conflict’, CSIRO publishing, Oxford.

Kimbell, L. 2011. ‘Designing for Service as One Way of Designing Services’, international

journal for design, Vol. 5, No. 2. Pp. 1-14.