Systems Thinking in Design: Service Design and self-Services
The purpose of this paper is twofold. Firstly, it seeks to use a practical real-world example to demonstrate the power of a systems thinking perspective in design, and more specifically in the design of services. It makes use of the paradigm of e-accessibility, in the application domain of publicly available self-services. Secondly, the benefits of this perspective will be discussed, through some theoretical tenets of systems thinking, such as the use of emerging properties, the law of requisite variety and notions of second order cybernetics, in terms of the richness that they offer to the conceptualisation and praxis of design in general, and service design in particular. Finally, we speculate on the implications of systems thinking to question the nature of the interdisciplinarity and even transdisciplinarity of design.
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