A CHAT Approach to Understand Framing in Digital Service Innovation

DS 94: Proceedings of the Design Society: 22nd International Conference on Engineering Design (ICED19)

Year: 2019
Editor: Wartzack, Sandro; Schleich, Benjamin; Gon
Author: Sturkenboom, Nick (1); Baha, Ehsan (1,2); Price, Rebecca (1); Kleinsmann, Maaike (1); Snelders, Dirk (1)
Series: ICED
Institution: TU Delft
Section: Product-Service-System (PSS) Design
DOI number: https://doi.org/10.1017/dsi.2019.310
ISSN: 2220-4342


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 design, Design theory, Design practice, Reflective Practice, Cultural Historical Activity Theory


Please sign in to your account

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties. Privacy Policy.