Marjolijn Knot
Delft University of Technology,
Faculty of Design, Engineering and Construction,
Design for Sustainability group,
Jaffalaan 9,
2628 BX Delft, the Netherlands,
Email: j.m.c.knot@io.tudelft.nl

Service systems are expected to contribute to a more environmentally efficient performance than a product-based way of complying with needs. On the provider's side, this expectation is based on economic considerations and organisational possibilities (Heiskanen and Jalas, 2000). However, the environmental success of service systems will be heavily dependent on their use, that is: when, by whom, to what extent and in which way. Rebound effects may nullify or even reverse the intended environmental gain. To avoid or minimise such failures, sound methodology for the design of such services is crucial.

This paper explores whether and how the design and organisation of service systems can foster the intended use of these new systems. It does so by exploring the opportunities and constraints of applying an integrative and iterative design approach, developed for and tested with sustainable household appliances (Jelsma, 1999, 2000), to the design of services. Central in this approach is the notion of script, i.e. a product layout guiding the behaviour of the user, in a more or less forceful way, to comply with values and intentions inscribed into the product by its designer. The idea is that, the more a script is considerate with use logic, the less force it needs to move users to intended use of the product. Mapping of user logic is a crucial part of the methodology. The approach proposed is explored by tentative application to current projects in the field of sustainable systems innovation, such as a laundry and clothing care service system, and a mobility system for work-home travel.

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Last updated: 13 November, 2008