Deep Diving into Service Design Problems: Visualizing the Iceberg Model of Design Problems through a Literature Review on the Relation and Role of Service Design with Wicked Problems. (30th October 2020)

• Record Type: Journal Article
• Authors: Suoheimo, Mari; Vasques, Rosana; Rytilahti, Piia
• Is Part Of: Design journal. Volume 24:Number 2(2021)
• Page Start: 231
• Page End: 251
• Publication Date: 2020-10-30
• Subjects: service design -- wicked problems -- 'Iceberg Model of Design Problems'; Design -- Periodicals; 745.05
• DOI: 10.1080/14606925.2020.1838696
• Languages: English
• ISSNs: 1756-3062

Abstract

Abstract: This article examines and discusses the connection and the role of service design in the wicked problem field. Many management theorists divide problems into three categories, simple, complex and wicked. The latter is the most difficult and requires specific methods and tools. Systematic literature review was performed to see what the relation and role of service design are in wicked problems. A summarized list of the findings was made to uncover it. In conclusion, the paper presents an 'Iceberg Model of Design Problems' so that service designers can use proper tools designed for each category and so as not to treat wicked problems too simplistically.