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6 CONCLUSIONS
The paper discusses the process of building
scenarios for ICT based services with the
collaboration of users and stakeholders. This
approach raise more and more interest both in public
and private sector in order to develop effective
solutions really adopted by the users. This holistic
perspective to contexts analysis and problems
detection is more and more used by Service Design
to develop projects aimed at solving real problems
and producing more sustainable solutions. In this
field traditional tools used for research are adapted
and re-designed to meet the need of involving
individuals or groups into a co-generation process,
supporting the inclusion of non-designers into the
design process but also aligning the interest of
potential stakeholders in the solution
implementation.
Moving from the experience achieved in
previous projects, and taking into account the Smart
Campus scenario building work, it appears evident
the need to start right from the beginning to include
potential users and stakeholders in this process. We
can refer at the process of Service Design as divided
in two parts: the design of the service concept and its
prototyping and real implementation with local
stakeholders. In both the phases, when the service
concept needs to be defined and when the future
ownership of the solutions generated is not yet
determined, PD approach seems to significantly
increase the possibility of success for the service to
be.
PD is promising to develop services with the
highest level of acceptance and adoption by their
users and promoters. Nevertheless the experience
achieved up to date indicates that in high complex
condition involving different stakeholders on
relevant topics, such as energy consumption, the
success of the service can not be certain.
The work done so far in Smart Campus to
collaboratively build the project scenario will be the
basis for the follow up of the project. Here
designers’ work will focus on the development of
the services concepts, defining the detail of the
users’ journey through the service and which will be
the touchpoints used to interact with the system.
Then a strong effort will be addressed to the
‘alignment’ of the stakeholders’ interests during the
piloting and prototyping of the solutions, designing-
after-design (Bjögvinsson, Ehn & Hillgren 2012).
This paper is a contribution on how services’
scenarios can be designed using PD. The future
outcoms of the alignment and prototyping phase will
integrate the results achieved, verifying the
effectiveness of the PD approach towards the
implementation of the services to be.
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