Beyond service design: understanding complex challenges on a systemic level

Andre Santos*, Helena Sustar

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

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Traditional user-centred design methodologies are no longer adequate for addressing the new way of thinking required by today's global challenges, considering the systemic complexity that service design has now reached. This paper addresses how a systemic approach can support service design practices to understand, map and represent complex challenges such as rural fires. The research methods include a systemic design approach that provides an in-depth view of the system and the institutional structure by identifying the actors and their relationships and unpacking the current issues. Moreover, this paper identifies intervention areas and suggests recommendations: more involvement and collaboration between the different actors and the fire prevention system can prevent and mitigate the risks of rural fires more efficiently. The study indicates that service design can benefit from a systemic approach by investigating the actors, roles, and interdependencies and identifying challenges and strategic intervention areas in complex systems.
Original languageEnglish
Title of host publicationServDes 2023 : Entanglements and Flows, Service Encounters and Meanings
Subtitle of host publicationConference Proceedings
PublisherLinköping University Electronic Press
Number of pages22
ISBN (Electronic)978-91-8075-476-7
Publication statusPublished - 28 Nov 2023
MoE publication typeA4 Conference publication
EventService Design and Service Innovation Conference - Rio de Janeiro, Brazil
Duration: 11 Jul 202314 Jul 2023

Publication series

NameLinköping Electronic Conference Proceedings
PublisherLinköping University
ISSN (Print)1650-3686
ISSN (Electronic)1650-3740


ConferenceService Design and Service Innovation Conference
Abbreviated titleServDes
CityRio de Janeiro


  • service design
  • systemic approach
  • complexity
  • rural fires


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