Hi, I’m Bhaskarjyoti Das, a Service Designer and Researcher who explores intuitive service experience design through behavior change.
My work primarily focuses on development of new design strategies for consulting clients, and education of service design approach in business practice.
- Being Holistic in doing Service DesignAn usual service of business organizations involves people from a wide variety of culture, traditional practice, expertise, and domains of work. People whom you collaborate with for design exercises (collaborative design) come from varied domains. They bring years of traditional experience and often have rigid beliefs and genuine concerns. Furthermore, amidst many different models of design idea evaluation, choosing the right method that can predict close to actual impact is a challenge in itself. Analyzing large sets of data and designing an optimal concept that satisfies multiple stakeholders and qualifies multiple parameters of being a ‘good idea for business and society’ requires a systemic design approach.
“In this paper, we explore approaches to make quantitative research more effective and efficient with the benefits of qualitative research, to strengthen large-scale user research capabilities in organizations. The dynamic user research approach discussed in this paper helps researchers sequentially mix qualitative and quantitative approaches to conduct the study by feeding findings into subsequent cycles. This approach intends to overcome the limitations of researchers to collect user data for large sample sizes.“ https://www.researchgate.net/publication/363136264_Dynamic_User_Research_in_Large-scale_Service_Design_Projects
“Organizations are transitioning from a product mindset to services as their primary customer offering. Service organizations today have complex processes spread across physical and digital spaces involving several stakeholders. However, there is a predicament about how to approach this – should they start by designing the services for their customers first, or focus on their own organizational internal services? Once they decide it then next dilemma is about whether to follow top-down or bottom-up approach. We have utilized an ‘Inside-out’ approach for proliferating service design to address these dilemmas.
“In this paper, we discuss three case studies of organizational services for employees—a referral program, onboarding of experienced professionals, and employee integration within a business unit. Through these, we highlight key challenges and opportunities for adopting service design in the organization, including collaboration and participation challenges, the need for building sensitivity and accessibility to service design, opportunities in the organizational settings that can be leveraged, and other learnings.” Citation: Lobo, S., Das, B., Mahamuni, R., (2020), Transforming Organizational Services through Service Design, 22nd DMI: Academic Design Management Conference, (pp. 760-772).
“We explored an inside-out approach where we wanted the employees of IT organizations to understand, develop and experience the power of a service design-led innovation activity, understand the different complexities involved, and further become empowered to design service experiences for their customer organizations.” Citation: Mahamuni, R., Lobo, S., Das, B., (2020). Proliferating Service Design in a large multi-cultural IT organization – an inside-out approach. In Y. Akama, L. Fennessy. S. Harrington & A. Farrago (Eds.), ServDes 2020: Tensions, Paradoxes, Plurality, Melbourne, Australia: Linköping University Electronic Press.
“In this paper, we deliberate on this conversation of scaling service design by primarily considering the phase of primary research, specifically qualitative user research. Although qualitative user research is accepted as an academic approach, it is often questioned on the grounds of validity and practicality of logistics.” Citation: Mahamuni R. et al. (2021) Service Design for Scale—Overcoming Challenges in Large-Scale Qualitative User Research, Design for Tomorrow—Volume 2. Smart Innovation, Systems and Technologies, vol 222. Springer, Singapore.
“Approaching through holistic design thinking and system oriented design intervention, this project attempts to collaboratively design a service system to facilitate an ecosystem of self-reliance, effective community interactions, resource effectiveness and participatory local innovations for flood-resilient village development.” Citation: Das, B., Nahar, P., (2018), Circular Economic Service System Design for Community Based Flood Resilience, In S. Barbero (Ed.) Book of Abstracts of Relating Systems Thinking and Design (RSD7) 2018 Symposium.
An usual service of business organizations involves people from a wide variety of culture, traditional practice, expertise, and domains of work. People whom you collaborate with for design exercises (collaborative design) come from varied domains. They bring years of traditional experience and often have rigid beliefs and genuine concerns. Furthermore, amidst many different models of design idea evaluation, choosing the right method that can predict close to actual impact is a challenge in itself. Analyzing large sets of data and designing an optimal concept that satisfies multiple stakeholders and qualifies multiple parameters of being a ‘good idea for business and society’ requires a systemic design approach.Keep reading →
Design processes have evolved over the time and every design initiative formulates their own design processes which they have mastered in. As a design student, it’s often tough and riskier equation…Keep reading →
Design has always been considered as a showcase of a plausible tomorrow that is aesthetically beautiful and meaningful to human lives. With the exponential growth of wicked problems in the world…Keep reading →