Service Design for sustainability requires an integrative intertwined approach for interventions addressing economic, environmental, and social concerns. These design interventions are socio-technical in nature where human beings play a crucial role. To contribute to the larger cause of sustainability, people may have to change their behaviour according to a complex pattern: behaving in a desirable manner once, for a short duration and eventually sustaining the behaviour for a long time. Inducing behaviour change in people often poses an ethical dilemma. Assuming that services trigger new behaviours, designers need to achieve a delicate balance between the concerns of the service- user, human-touchpoints (service staff), service organization and the society or environment as a whole in order to foster more sustainable habits. When designers attempt to address the concerns of all these four stakeholders represented as the Empathy Square, it enables them to facilitate a balanced and ethically appropriate service design solution.
Empathy Square: An Aid for Service Design for Behaviour Change to Support Sustainability
A. Meroni;
2019-01-01
Abstract
Service Design for sustainability requires an integrative intertwined approach for interventions addressing economic, environmental, and social concerns. These design interventions are socio-technical in nature where human beings play a crucial role. To contribute to the larger cause of sustainability, people may have to change their behaviour according to a complex pattern: behaving in a desirable manner once, for a short duration and eventually sustaining the behaviour for a long time. Inducing behaviour change in people often poses an ethical dilemma. Assuming that services trigger new behaviours, designers need to achieve a delicate balance between the concerns of the service- user, human-touchpoints (service staff), service organization and the society or environment as a whole in order to foster more sustainable habits. When designers attempt to address the concerns of all these four stakeholders represented as the Empathy Square, it enables them to facilitate a balanced and ethically appropriate service design solution.File | Dimensione | Formato | |
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