Simon David Clatworthy

• Clatworthy, Simon; Dennington, Claire & Matthews, Ted (2025). The experiential journey: Representing service experience over time | Intellect. Journal of Design, Business and Society. ISSN 2055-2114. 10(2), p. 137–159. doi: 10.1386/dbs_00062_1. Full text in Research Archive Show summary

  This article presents practical explorations of how the customer experience can be integrated into customer journey maps and introduces the experiential journey. This is a development of the customer journey map, in which a richer and more precise representation of the user experience over time is presented. The article is aimed at service designers, practitioners and researchers into service innovation and service provision. The article presents work that has been carried out over ten years as part of both multiple research projects and MA-level teaching. It uses a research-through-design approach. We compare theory about customer experience with today’s practice and show that customer journey maps do not adequately reflect today’s understanding of service experience. We then introduce ‘the experiential journey’ as a particular kind of customer journey map, in which the experience is in focus. The article describes practical explorations of the experiential journey through ten years of design exploration, and we suggest ways to move forward from today’s predominantly functional journey maps towards richer experiential versions. The article concludes by suggesting core elements that we consider relevant in an experiential journey and the implications that this has for service design. Practical solutions are described that designers can use immediately, and the implications that this may have for research are discussed. The combination of customer journey mapping and experience prototyping is identified as a promising research direction. The article combines multiple individual, and original pieces of work and is a valuable addition to both the fields of service design and service research.

• Clatworthy, Simon & Dennington, Claire (2023). Culture as a material. In Clatworthy, Simon; Holmlid, Stefan & Blomkvist, Johan (Ed.), The materials of service design. Edward Elgar Publishing. ISSN 9781802203295. Full text in Research Archive
• Duan, Zhipeng; Vink, Josina & Clatworthy, Simon (2021). Narrating Service Design to Account for Cultural Plurality. International Journal of Design. ISSN 1991-3761. 15(3), p. 11–28. Full text in Research Archive
• Vink, Josina; Zhipeng, Duan & Clatworthy, Simon (2020). Moving towards plurality: Unpacking the role of service design in relation to culture. Linköping Electronic Conference Proceedings. ISSN 1650-3686. Full text in Research Archive
• Rygh, Karianne & Clatworthy, Simon (2019). The Use of Tangible Tools as a Means to Support Co-design During Service Design Innovation Projects in Healthcare. In Pfannstiel, Mario A & Rasche, Christoph (Ed.), Service Design and Service Thinking in Healthcare and Hospital Management. Springer Nature. ISSN 9783030007485. p. 93–116. doi: 10.1007/978-3-030-00749-2_7. Full text in Research Archive
• Kurtmollaiev, Seidali; Fjuk, Annita; Pedersen, Per Egil; Clatworthy, Simon & Kvale, Knut (2018). Organizational Transformation Through Service Design: The Institutional Logics Perspective. Journal of Service Research. ISSN 1094-6705. 21(1), p. 59–74. doi: 10.1177/1094670517738371. Full text in Research Archive Show summary

  In this article, we provide in-depth insight into the process of adopting service design (SD) by a large service organization. We use an inductive interpretive approach and draw on rich longitudinal data collected in one of the world’s major telecommunication companies that undertook a series of SD initiatives to improve its innovation capability. We find that instead of merely bringing new services, SD has far-reaching consequences for organizations, prompting significant changes in the organizational mindset and routines. Building on the institutional logics perspective and acknowledging the role of individuals’ institutional work, we identify the macro-level and micro-level mechanisms of the organizational logic transformation that SD induces. Interestingly, the effects are bidirectional, as the organizational context has a considerable impact on SD as an innovation practice. As this study shows, managers and other practitioners can effectively overcome organizational hindrances to the adoption of SD by creating an SD-based corporate language, realigning key performance indicators, and facilitating learning and experimentation.

• Clatworthy, Simon; Gloppen, Judith & Fjuk, Annita (2017). The role of service design leadership in creating added customer value. In Lüders, Marika; Andreassen, Tor W.; Clatworthy, Simon & Hillestad, Tore (Ed.), Innovating for Trust. Edward Elgar Publishing. ISSN 9781785369476. p. 230–243. doi: 10.4337/9781785369483. Full text in Research Archive
• Clatworthy, Simon (2017). Service Design. In Lüders, Marika; Andreassen, Tor W.; Clatworthy, Simon & Hillestad, Tore (Ed.), Innovating for Trust. Edward Elgar Publishing. ISSN 9781785369476. p. 163–166. Full text in Research Archive
• Clatworthy, Simon (2017). Service Design Thinking. In Lüders, Marika; Andreassen, Tor W.; Clatworthy, Simon & Hillestad, Tore (Ed.), Innovating for Trust. Edward Elgar Publishing. ISSN 9781785369476. p. 167–182. Full text in Research Archive
• Andreassen, Tor W.; Clatworthy, Simon; Hillestad, Tore & Lüders, Marika (2017). Concluding remarks. In Lüders, Marika; Andreassen, Tor W.; Clatworthy, Simon & Hillestad, Tore (Ed.), Innovating for Trust. Edward Elgar Publishing. ISSN 9781785369476. p. 400–408. doi: 10.4337/9781785369483.00038. Full text in Research Archive
• Lüders, Marika; Andreassen, Tor W.; Clatworthy, Simon & Hillestad, Tore (2017). Innovating for trust. In Lüders, Marika; Andreassen, Tor W.; Clatworthy, Simon & Hillestad, Tore (Ed.), Innovating for Trust. Edward Elgar Publishing. ISSN 9781785369476. p. 1–14. doi: 10.4337/9781785369483.00006. Full text in Research Archive
• Clatworthy, Simon (2012). Bridging the gap between brand strategy and customer experience. Managing Service Quality. ISSN 0960-4529. 22(2), p. 108–127. doi: 10.1108/09604521211218936. Full text in Research Archive
• Clatworthy, Simon (2011). Service innovation through touch-points: development of an innovation toolkit for the first stages of New Service Development. International Journal of Design. ISSN 1991-3761. 5(2). Full text in Research Archive
• Clatworthy, Simon (2010). AT-ONE: Becoming AT-ONE with your customers. In Stickdorn, Marc & Schneider, Jakob (Ed.), This is service design thinking : basics, tools, cases. BIS Publishers. ISSN 9789063692568. Full text in Research Archive
• Clatworthy, Simon (2010). Interaction Design: Services as a series of interactions. In Stickdorn, Marc & Schneider, Jakob (Ed.), This is service design thinking : basics, tools, cases. BIS Publishers. ISSN 9789063692568. Full text in Research Archive
• Clatworthy, Simon (2009). Hvorfor designes ikke tjenester? Why are Services not Designed? In Berg, Marianne Lie (Eds.), Fremtid formes : Institutt for industridesign 25 år Shaping futures : Institute of Industrial Design 25 years. Arkitektur- og designhøgskolen i Oslo. ISSN 9788254702215. p. 222–229. Full text in Research Archive
• Clatworthy, Simon (2008). Innovations in services: the AT-ONE method, Proceedings from the 6th Conference on Design & Emotion 2008. Desmet, PMA; Tzvetanova, SA; Hekkert, P; Justice, L. (eds). School of Design, The Hong Kong Polytechnic University. Full text in Research Archive

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• Clatworthy, Simon; Holmlid, Stefan & Blomkvist, Johan (2023). The materials of service design. Edward Elgar Publishing. ISBN 9781802203295. doi: 10.4337/9781802203301. Full text in Research Archive
• Lüders, Marika; Andreassen, Tor W.; Clatworthy, Simon & Hillestad, Tore (2017). Innovating for Trust. Edward Elgar Publishing. ISBN 9781785369476. 448 p. Full text in Research Archive
• Clatworthy, Simon (2014). How to Design Better Services. Arkitektur- og designhøgskolen i Oslo. ISBN 9788254702536. 300 p. Full text in Research Archive

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• Suoheimo, Mari Eveliina; Wiese, Julia; Landmark, Martine; Rosenkilde, Oda Charlotte & Clatworthy, Simon (2024). The Garden of Senses: Service Designing Sensory Experiences for a Public Museum Park. Full text in Research Archive
• Clatworthy, Simon (2023). Aesthetics in service design. In Clatworthy, Simon; Holmlid, Stefan & Blomkvist, Johan (Ed.), The materials of service design. Edward Elgar Publishing. ISSN 9781802203295. Full text in Research Archive
• Clatworthy, Simon (2023). The core of design is in the making. In Clatworthy, Simon; Holmlid, Stefan & Blomkvist, Johan (Ed.), The materials of service design. Edward Elgar Publishing. ISSN 9781802203295. Full text in Research Archive
• Clatworthy, Simon (2023). Touch-points as a material. In Clatworthy, Simon; Holmlid, Stefan & Blomkvist, Johan (Ed.), The materials of service design. Edward Elgar Publishing. ISSN 9781802203295. Full text in Research Archive
• Clatworthy, Simon (2023). The move away from matter in art and design. In Clatworthy, Simon; Holmlid, Stefan & Blomkvist, Johan (Ed.), The materials of service design. Edward Elgar Publishing. ISSN 9781802203295. Full text in Research Archive
• Clatworthy, Simon (2023). Experience as a material. In Clatworthy, Simon; Holmlid, Stefan & Blomkvist, Johan (Ed.), The materials of service design. Edward Elgar Publishing. ISSN 9781802203295. Full text in Research Archive
• Clatworthy, Simon (2023). The service offering as a material. In Clatworthy, Simon; Holmlid, Stefan & Blomkvist, Johan (Ed.), The materials of service design. Edward Elgar Publishing. ISSN 9781802203295. Full text in Research Archive
• Clatworthy, Simon & Filho, Mauricy (2017). Designing for Brand Experience: How Service Design Operationalizes a Service Dominant Logic Approach to Branding. Full text in Research Archive
• Rygh, Karianne & Clatworthy, Simon (2017). Faglig presentasjon og workshop for Barnehjernevernet, Centre for Connected Care. Full text in Research Archive Show summary

  «Mapping Actors» workshop ble holdt i regi av tjenestedesign forskningruppen i C3, ved Institutt for Design, AHO. Formålet var å oppnå en forståelse av hva de involverte aktørene i Barne-Hjerne-Vernet representerer, hvem de er og kartlegge verdiutvekslingene mellom dem. Actor Mapping Flags verktøy utviklet ved AHO ble benyttet for å skape en felles forståelse av den kompliserte konteksten BHV opererer i, og som hjelp i prosjektplanleggingen.

• Kurtmollaiev, Seidali; Fjuk, Annita; Kvale, Knut; Clatworthy, Simon & Pedersen, Per Egil (2017). Transiting into service-dominant logic through service design: The institutional logics perspective. Academy of Management Proceedings. doi: 10.5465/AMBPP.2017.16731abstract. Full text in Research Archive
• Kurtmollaiev, Seidali; Fjuk, Annita; Kvale, Knut; Clatworthy, Simon & Pedersen, Per Egil (2017). Transiting into service-dominant logic through service design: The institutional logics perspective. Full text in Research Archive
• Clatworthy, Simon; Holmlid, Stefan & Blomkvist, Johan (2016). Three perspectives on the materials of service. Full text in Research Archive
• Clatworthy, Simon; Fjuk, Annita; Ted, Matthews & Knut, Kvale (2015). CHANGE BY DESIGN
 transforming organizational mindsets through service design thinking. Full text in Research Archive
• Clatworthy, Simon; Holmlid, Stefan & Blomkvist, Johan (2015). Three perspectives on the material of Service. Full text in Research Archive
• Clatworthy, Simon; Oorschot, Robin van & Lindquister, Berit (2014). How to get a leader to talk: Tangible objects for strategic conversations in Service Design. Full text in Research Archive
• Andresen, Kari & Clatworthy, Simon (2014). Ordning, reda og brukermedvirkning. Stat & Styring. ISSN 0803-0103. Full text in Research Archive
• Clatworthy, Simon (2013). Service Design and Service Innovation. Full text in Research Archive
• Clatworthy, Simon (2013). Service Design and Innovation. Full text in Research Archive
• Clatworthy, Simon (2013). AT-ONE Service Innovation. Full text in Research Archive
• Clatworthy, Simon (2013). Service Design and Innovation in Health. Full text in Research Archive
• Clatworthy, Simon (2013). Service Innovation through AT-ONE. Full text in Research Archive
• Clatworthy, Simon (2013). AT-ONE Service Design. Full text in Research Archive
• Clatworthy, Simon (2013). Design Thinking og Innovasjon i Nettverk. Full text in Research Archive
• Clatworthy, Simon (2013). AT-ONE Service Design. Full text in Research Archive
• Clatworthy, Simon (2012). Experience prototyping to bridge the gap between brand strategy and customer experience. Full text in Research Archive
• Clatworthy, Simon (2010). The AT-ONE innovation process. Full text in Research Archive
• Clatworthy, Simon (2010). Service innovation through touch-points: the AT-ONE touch-point cards. Full text in Research Archive
• Clatworthy, Simon (2009). Tjenestedesign for alle. Full text in Research Archive
• Clatworthy, Simon (2009). Bridging the gap between brand strategy and customer experience. The traget experience tool. Full text in Research Archive
• Clatworthy, Simon (2009). AT-ONEmetoden for tjenesteinnovasjon. Full text in Research Archive
• Gloppen, Judith & Clatworthy, Simon (2009). Out of the box - user driven innovation. Full text in Research Archive
• Clatworthy, Simon (2009). AT-ONEmetoden for tjenesteinnovasjon. Full text in Research Archive
• Clatworthy, Simon (2009). Brand alignment in Service Innovation. Full text in Research Archive
• Clatworthy, Simon (2008). Innovations in services: the AT-ONE method. Full text in Research Archive Show summary

  The conference proceedings are available on a CD

• Clatworthy, Simon (2006). Interaction Design. Full text in Research Archive
• Clatworthy, Simon (2006). Interaction Design. Full text in Research Archive
• Clatworthy, Simon (2006). Service Design. Full text in Research Archive
• Duan, Zhipeng; Vink, Josina & Clatworthy, Simon (2024). Soiling Service Design: Situating professional designing among plural practices. Arkitektur- og designhøgskolen i Oslo. ISSN 9788254703670. Full text in Research Archive Show summary

  Since the 1990s, professional service design knowledge has travelled globally, detached from its larger Western history and contexts. The proliferation of service design knowledge shapes how individual designers enact their craft locally. However, the dissemination of professional knowledge has remained highly abstract, making it challenging for designers to grasp the underlying perspectives and debates associated with it. Against this backdrop, this doctoral study explores the intricate relationships between individual service designers and the contexts they must navigate. Specifically, it aims to illuminate the complications faced by servicedesigners when striving to establish genuine and meaningful connections between their professional practice and the local contexts in which they work. This study articulates and addresses the constraints that professional knowledge places on service designers when they attempt to situate their practice within local contexts. Drawing on practice theories, particularly material semiotics, this inquiry is conducted under an experimental program called “soiling service design”. This study recognises that the potential values and harms of a service design practice reside in the specificities of the situation. Knowing and doing contextual service design needs to carefully tackle the messy and meaningful lived context – the soil – rather than rashly washing it away. Employing multiple research methods, the program is unfolded through two experimental clusters: 1) Probing the neatness of narrative, and 2) Weaving service design into the lived context. The contributions of this thesis are twofold. Firstly, the study elaborates on the detached views held by service designers which restrain them from situating their practices. Such views condition how designers perceive their connection to the world and lead to the potential for a sense of meaninglessness. The value of explicating the detached views is not to offer a comprehensive explanation, but to facilitate practitioners to sensitise their unarticulated perceptions and emotions in doing service design. Their perceptions are a crucial grip to understand the social condition of situated service design practices. Secondly, this study draws out an alternative possibility of relating professional design to local contexts. By proposing various ways of doing and knowing as means to attend to relational practices, the thesis suggests the ability to situate design practice can be cultivated through attentiveness to what others do. Design practice does not necessarily form an inherent-coherent process, but rather entangles with other practices so that the conditions of each other's existence are reciprocally constituted. Messy encounters soil the established understanding of service design. Appreciating the encounters aids individual designers in finding means for determining how they can participate in an ongoing process of worldmaking.

• Clatworthy, Simon (2013). Design support at the front end of the New Service Development (NSD) process : the role of touch-points and service personality in supporting team work and innovation processes. Arkitektur- og designhøgskolen i Oslo. ISSN 9788254702444. Full text in Research Archive Show summary

  This thesis explores the first stages of New Service Development, and focuses upon the role that design can play to improve the innovation performance of a development team. The work took a ”research by design” approach, that resulted in the design and evaluation of tools and process support, for two specific areas of service innovation. Firstly, how working with the touch-points of a service can improve innovation performance, and secondly the importance of aligning the customer experience with the brand strategy of the organisation. The tools that were developed to assist with both of these areas are shown to improve both group performance and innovation outcomes. Further, they are shown to give a service orientation to the projects. The results of this research are further discussed and reflected upon to present insights into the nature of service design itself. These discuss the materials of service design, and the importance of service personality when designing services.

• Clatworthy, Simon & Senn, Daniel (2005). Overføring av verdier i dataspill: et forprosjekt. Arkitektur- og designhøgskolen i Oslo. Full text in Research Archive

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