Research Publications

“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.