A sociotechnical framework for the design of collaborative services

Joon Sang Baek, Sojung Kim, Yoonyee Pahk, Ezio Manzini

Research output: Contribution to journalArticlepeer-review

17 Citations (Scopus)


This study was motivated by the lack of design knowledge in the area of systems design for collaborative services. It introduces a framework for developing service design goals and strategies to foster collaboration within a community, starting from an understanding of its collaboration network. Network analysis and an interview are used to understand collaboration, and a co-design workshop is used to generate design strategies to foster these relations. For validation, the framework is applied to a community enterprise in South Korea. This paper discusses: the meaning of a sociotechnical approach to collaborative service design; the challenges of co-creating sustainable solutions when empathy cannot be established with users; and the implication of the framework for service design in a sharing economy.

Original languageEnglish
Pages (from-to)54-78
Number of pages25
JournalDesign Studies
Publication statusPublished - 2018 Mar

Bibliographical note

Publisher Copyright:
© 2017 Elsevier Ltd

All Science Journal Classification (ASJC) codes

  • Architecture
  • Arts and Humanities (miscellaneous)
  • Engineering(all)
  • Social Sciences(all)
  • Computer Science Applications
  • Artificial Intelligence


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