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A CHAT Approach to Understand Framing in Digital Service Innovation

Part of: Product-Service-System (PSS) Design

Published online by Cambridge University Press:  26 July 2019

Nick Sturkenboom ,
Ehsan Baha ,
Rebecca Price ,
Maaike Kleinsmann  and
Dirk Snelders
Nick Sturkenboom*
Affiliation:
TU Delft;
Ehsan Baha
Affiliation:
TU Delft; Meaningwise
Rebecca Price
Affiliation:
TU Delft;
Maaike Kleinsmann
Affiliation:
TU Delft;
Dirk Snelders
Affiliation:
TU Delft;
*
Contact: Sturkenboom, Nick TU Delft, Product Innovation Management The Netherlands n.sturkenboom@tudelft.nl

Abstract

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Within the third wave of digital service innovation, framing is becoming increasingly complex. Accordingly, design practice finds itself in a transition from designing single service solutions that are shared, to designing systemic solutions that are shareable. We report a case study in which we use Cultural Historical Activity Theory (CHAT) to analyze the framing process that a designer went through when designing a digital service for a Connected Care startup. Results show the importance of the designer's activity awareness and the challenge of dealing with relational complexity when framing the digital service innovation. With this work, we hope to inspire researchers and practitioners with the potential that CHAT has to offer for the reflective practice in digital service innovations.

Keywords

Service designDesign theoryDesign practiceReflective PracticeCultural Historical Activity Theory
Type
Article
Information
Proceedings of the Design Society: International Conference on Engineering Design , Volume 1 , Issue 1 , July 2019 , pp. 3031 - 3040
Creative Commons
Creative Common License - CCCreative Common License - BYCreative Common License - NCCreative Common License - ND
This is an Open Access article, distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives licence (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is unaltered and is properly cited. The written permission of Cambridge University Press must be obtained for commercial re-use or in order to create a derivative work.
Copyright
© The Author(s) 2019

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