Josina Vink

• Vink, Josina; Chan, Daphne; Encinas, Enrique & Bhattacharya, Shreya (2026). Undisciplining service design: Towards a grammar of possibility. The Design Journal. ISSN 1460-6925. s. 24–24. doi: 10.1080/14606925.2026.2724081. Fulltekst i vitenarkiv Vis sammendrag

  Despite its ambitions to transform service systems, service design has been critiqued for reproducing the status quo and normalizing others into dominant social expectations. To move away from the circulation of hegemonic structures, the service design discipline needs to be challenged. Drawing on queer theory, this paper explores how service design can be undisciplined to create a grammar of possibility for making service systems otherwise. Based on experiences from an experimental seven-week service design research and education collaboration with hospital-based mental health services in Norway, this research presents a queer framework that highlights the failings that ensue when we play with, or dis/order, traditional service design. This research offers an opening for expansive ways of untraining, undoing and forgetting that attempt to resist mastery in service design. To encourage continued experimentation, the paper provides playful and provocative prompts for undisciplining service design in practice, education and research.

• Vink, Josina; Rodrigues, Vanessa; Hay, Audun Formo; Petrusson, Karin; Legeby, Matilda & Wetter-Edman, Katarina [Vis alle 7 forfattere av denne artikkelen] (2026). Beyond projects: A programmatic approach to service system transformation. The Design Journal. ISSN 1460-6925. s. 1–22. doi: 10.1080/14606925.2026.2703131. Fulltekst i vitenarkiv Vis sammendrag

  Service design has broadened its aims from new service development towards service system transformation. Despite the complexity, uncertainty and non-linearity of such an ambition, service design continues to employ project-based structures to organize its processes. Recognizing that such organizing frameworks often limit service design’s transformative potential, this paper explores how a programmatic approach can be applied to service design practice aimed at service system transformation. Drawing on learnings from three service design programs conducted in Norway and Sweden, we outline four core contributions of a programmatic approach to service system transformation: 1) supporting open-ended inquiry; 2) encouraging situated experimentation; 3) promoting adaptation through oscillation; and 4) cultivating collective reflexive action. This paper unpacks the struggles that adopting a programmatic approach in practice entails and offers practical considerations for practitioners in how to steward a programmatic approach.

• Hay, Audun Formo; Vink, Josina; Thøgersen, Dagfinn Mørkrid; Ness, Ottar; Heimburg, Dina von & Sangiorgi, Daniela (2026). Connected Friction - Collectively Designing Service Ecosystems Through Reflexive Relations. Journal of Service Research. ISSN 1094-6705. Fulltekst i vitenarkiv Vis sammendrag

  Designing service ecosystems is a collective endeavour in which interdependent actors intentionally reconfigure the social structures coordinating their value cocreation. Because actors experience structures differently, however, they often disagree about how to reconfigure them. Although reflexivity has been identified as a key enabler for service ecosystem design, research has primarily treated it as an individual capacity. Yet transformation guided only by reflexive individuals risks unintended consequences for others and rupturing the relations on which value cocreation depends. In response, we examine how reflexive relations can be stewarded to support service ecosystem design in pursuit of desirable collective outcomes. We define reflexive relations as a form of interaction in which differently positioned actors jointly render the institutionalized social structures coordinating their value cocreation observable, contestable, and open to reconfiguration. Through a twoyear cooperative inquiry in Norwegian child welfare, we identify connected friction as the core dialectic dynamic through which reflexive relations emerge, with uniformity and rupture as hindering dynamics. We also identify four situated conditions—practical distance, actor perspectives, emotional effort, and institutional legitimacy—that require continual attunement to steward reflexive relations in practice. This research reconceptualizes reflexivity as emerging through actors’ relations and shows how ongoing stewardship can leverage conflicting interdependencies as a generative resource for designing service ecosystems.

• Skoge, Mari; Støme, Linn Nathalie; Aminoff, Sofie Ragnhild; Ihler, Henrik Myhre; Kværner, Kari Jorunn & Vink, Josina [Vis alle 7 forfattere av denne artikkelen] (2026). Toward hybrid mental health care: an early health technology assessment based on stakeholder analysis and economic simulations. International Journal of Technology Assessment in Health Care. ISSN 0266-4623. 42(1). doi: 10.1017/S0266462326103985. Fulltekst i vitenarkiv Vis sammendrag

  Objectives Combining digital and traditional treatment elements as part of a hybrid care delivery model may strengthen the sustainability of mental health care. However, implementation problems permeate efforts of digitalizing routine care. The objective of this formative study is to explore current unmet stakeholder needs and the potential value of hybrid care models for the treatment of severe mental disorders, in order to guide further research and inform practical implementation strategies. Methods We applied Step Up, an early health technology assessment (eHTA) framework. We performed (a) a template analysis of qualitative data from a stakeholder workshop mapping unmet needs, potential effects of hybrid care models, and conditions relevant for implementation and (b) exploratory economic simulations of the impact of increasing video consultation use in routine services on quantitative sustainability parameters. Results The template analysis revealed stakeholder-anticipated value from hybrid care models across all domains: patient, clinician, and next-of-kin user experiences; clinical variables; organizational setup; and economy. Two recommendations for enhancing implementation were identified: promoting nuanced perceptions of digitalized care and developing clinician incentives. The simulations demonstrated that a moderate increase in video consultations may impact clinical capacity, as well as economic and environmental sustainability. Conclusions This study provides early decision support concerning hybrid care models during the conceptual stage of service innovation. It reveals that conservative changes toward digitalized practices can create new opportunities for organizing services and have a substantial impact on sustainability parameters. Successful implementation across clinical contexts requires continuous consideration of the clinician user perspective, starting from the conceptual phase.

• Vink, Josina; Romm, Jonathan; Ihler, Henrik Myhre & Romm, Kristin Lie (2026). Staying Alive to the Possibilities of Becoming: Designing for Hope in Uncertain Futures. DIID - Disegno Industriale Industrial Design. ISSN 1594-8528. s. 40–57. doi: 10.30682/diid8826c. Fulltekst i vitenarkiv Vis sammendrag

  At the core of designing futures is ‘possibility’, not just predictability. While design has embraced a host of futures methods that explore what ‘might’ or ‘could’ happen, such as scenarios, there remains a tendency to ignore the discomfort that comes with embracing the unknown. A failure to attune to the tolerance for uncertainty of those involved, risks their aversion to the process and proposals of designing futures. The purpose of this research is to understand how designing futures can support actors in staying “alive to the possibilities of becoming” (Barad, 2007, p. 396), with particular regard to navigating their discomfort with uncertainty. Drawing on learnings from two attempts at designing futures within mental healthcare systems in Norway, this paper presents strategies for designing that premise future potentialities as situated within the thick, unfolding present. This research offers a pathway for stewarding emerging potentialities by working intentionally with time as nested and agency as relational to cultivate hope in uncertain futures.

• Kubinyi, Eva Liisa & Vink, Josina (2026). Cultivating institutional imagination through service design: speculating on alternative logics in the Estonian mental health service ecosystem. Journal of Service Management (JOSM). ISSN 1757-5818. s. 1–25. doi: 10.1108/josm-06-2025-0270. Fulltekst i vitenarkiv Vis sammendrag

  Purpose This article aims to investigate how service design can aid actors in cultivating institutional imagination – their ability to speculate on alternative constellations of widely shared and entrenched logics in service ecosystems. Design/methodology/approach This study applies a research-through-design approach involving 25 generative interviews, 2 co-creation workshops with 23 system actors, and 2 reflection sessions with 25 system actors in the Estonian mental healthcare service ecosystem. Findings This research develops a process model for institutional imagination, which includes the core processes of: (1) unpacking current logic configurations; (2) fantasizing on desired logic reconfigurations and (3) identifying transformative logic movements. In addition, this research delineates fourteen transformative logic movements for shifting from current to desired logic constellations. Research limitations/implications This study contributes to efforts within service research to realize transformative aims in service ecosystems through three core contributions: (1) building actors’ capacity for doing institutional analysis; (2) delineating how actors can imagine institutional logics otherwise and (3) expanding the repertoire of logic movements. Practical implications Designers and other practitioners can use the process model, core processes and substeps outlined to guide actors through a structured, facilitated process of cultivating institutional imagination. The visualized repertoire of logic movements can act as a useful prompt for speculating around desired alternative institutional logics. Originality/value The processes of institutional imagination provide a critical missing bridge between building reflexivity and intentionally reforming institutional logics to transform service ecosystems.

• Vink, Josina; Rodrigues, Vanessa; Nilsson, Åsa Wikberg & Ansari, Ahmed (2026). Cultivating Reflexivity in Service Design: Considerations, Examples, Critical Reflections & Questions. I Penin, Lara; Prendiville, Alison & Sangiorgi, Daniela (Red.), The Bloomsbury Handbook of Service Design: Plural perspectives and a critical contemporary agenda. Bloomsbury Academic. ISSN 9781041130550. s. 59–74. doi: https:/www.bloomsbury.com/us/bloomsbury-handbook-of-service-design-9781350330283/. Fulltekst i vitenarkiv Vis sammendrag

  Service design is often hailed as an approach for building more inclusive services and organisations (Fisk et al. 2018). At the same time, there is growing recognition that the processes of service design are not separate from the systems that they work with and within (Vink et al. 2021). Black feminist scholars remind us that these systems are upholding interlocking structures of oppression connected with race, class, gender, age, sexual orientation, disability, religion, immigration, and so on, which lead to the permanent subordination of some groups in society (Hill Collins 2000/2009; Crenshaw 1989). Embedded within these systems, the dominant narrative and mainstream methods of service design often inadvertently reproduce structures of oppression (Duan, Vink and Clatworthy 2021; Vink et al. 2021). As such, there is a real risk that service design perpetuates domination, discrimination, and inequity through its processes and outcomes, even if the intentions are the opposite. In this chapter, we unpack service design’s role in reproducing harmful relations, informed by Black feminist thought (Hill Collins 2000/2009; Crenshaw 1989). Drawing from examples from our own service design practice, we highlight how good intentions can result in the perpetuation of domination and oppression within service systems. Based on this discussion, we bring forward the need for a more reflexive approach to service design, one in which practitioners attend directly to intersecting structures of oppression and enact anti-oppressive approaches. Furthermore, we underscore the need for localised approaches that contextualise reflexivity within the history of the places and people involved in service design. We offer up questions to support service design practitioners in critical reflexivity concerning the ways that oppression manifests, and hopeful starting places for repositioning their work towards resistance and liberation.

• Vink, Josina; Encinas, Enrique; Chan, Daphne & Bhattacharya, Shreya (2025). Playing with Failure: A Queer Framework for Making Service Systems Otherwise. ServDes'25. doi: 10.21606/servdes2025.41. Fulltekst i vitenarkiv Vis sammendrag

  Despite its claims of driving transformation in service systems, service design often ends up reproducing the status quo and normalizing others into dominant social expectations. If we want to move away from the circulation of hegemonic structures within the practice, the service design discipline needs to be challenged. This paper explores how service design can be undisciplined to create a grammar of possibility for making service systems otherwise. Drawing on experiences from an experimental 7-week service design research and education collaboration with hospital-based mental health services in Norway, this research presents a queer framework that reveals the entanglement of normative and counter-normative pressures as well as contradictory desires when attempting at designing otherwise. The framework highlights the failings that ensue when we play with, or dis/order, traditional service design. This research offers an opening for anti-disciplinary service design knowledge and expansive ways of untraining, undoing and forgetting that attempt to resist mastery in service design education.

• Vink, Josina; Rodrigues, Vanessa; Hay, Audun Formo; Petrusson, Karin; Legeby, Matilda & Wetter-Edman, Katarina [Vis alle 7 forfattere av denne artikkelen] (2025). From projects to programs: An alternative approach to service design practice. ServDes'25. s. 1–21. doi: 10.21606/servdes2025.41. Fulltekst i vitenarkiv Vis sammendrag

  Service design (SD) practice has been shifting its aims from new service development toward service system transformation. Despite the complexity, uncertainty and non-linearity of such an ambition, SD continues to employ project based structures to organise its processes. Recognising that such organising frameworks often limit service design’s transformative potential, this paper explores how a programmatic approach can be applied to SD practice aimed at service system transformation. Drawing from three SD programs conducted in Norway and Sweden, we outline four core contributions of a programmatic approach to service system transformation: 1) supporting open-ended inquiry; 2) encouraging situated experimentation; 3) promoting adaptation through oscillation; and 4) cultivating collective reflexive action. This paper unpacks the struggles that adopting a programmatic approach in practice entails and offers considerations for SD practitioners in how to strategically navigate related challenges.

• Skoge, Mari; Aminoff, Sofie Ragnhild; Barrett, Elizabeth Ann; Bryhni, Gina Engen; Kling, Kristine & Kvaerner, Kari Jorunn [Vis alle 13 forfattere av denne artikkelen] (2025). A Mobile App Designed to Promote Shared Decision-Making in the Treatment of Psychotic Disorders: Feasibility and Acceptability Study. JMIR Human Factors. 12. doi: 10.2196/68813. Fulltekst i vitenarkiv Vis sammendrag

  Abstract Background Strengthening shared decision-making in mental health care may improve the quality of services and treatment outcomes, but its implementation in services for severe mental disorders is currently lacking. Objective This study aims to explore the feasibility and acceptability of iTandem (University of Oslo), a mobile app designed to promote shared decision-making in the treatment of psychotic disorders. In addition, the study aims to investigate mechanisms that potentially contribute to the intended effect of the app. iTandem is a therapy supplement that facilitates patient involvement in decisions regarding treatment goals and focus areas. It is designed for personalized use and contains 8 optional modules: sleep, medication, recovery, mood, psychosis, activity, substance use, and feedback concerning therapy. Methods Patients undergoing assessment or treatment for psychotic disorders and their clinicians were recruited for the study. Patients and clinicians jointly used iTandem as part of standard treatment in a 6-week trial. We used a mixed-methods study design with a clear emphasis on qualitative methods. Feasibility and acceptability were assessed through descriptive statistics based on preintervention and postintervention questionnaires and app usage data, in addition to text responses to open-ended items. We conducted a reflexive thematic analysis of postintervention interviews to elaborate these measures and to explore mechanisms potentially contributing to achieving shared decision-making when using iTandem. Results A total of 9 patients and 8 clinicians completed the trial. The participants evaluated iTandem as a user-friendly and acceptable tool, but there were considerable variations in how the app was integrated into treatment and in perceptions of its clinical value. The thematic analysis suggests that iTandem has the potential to facilitate shared decision-making through supporting cognition and shifting the patient’s role. We also identified scaffolding structures, an analogy of personalized support, as a precondition for these mechanisms and for the overall feasibility and acceptability of iTandem. Conclusions iTandem was generally perceived as a feasible and acceptable tool in the treatment of patients with psychotic disorders. Our findings suggest that nonclinical aspects, such as support structures, are important to the feasibility and acceptability of such digital interventions and patients’ aptness for digitalized treatment in general. Future research should explore related nonclinical aspects further instead of defining potential target groups based on diagnoses and symptom severity alone.

• Vink, Josina; Hay, Audun Formo & Duan, Zhipeng (2025). Reimagining service design through relational perspectives. Journal of Services Marketing. 39(7), s. 738–747. doi: 10.1108/JSM-12-2024-0648. Fulltekst i vitenarkiv Vis sammendrag

  Purpose: The purpose of this commentary is to adapt the underpinnings of service design by integrating relational perspectives. This adaptation is needed to avoid reproducing the assumption of separateness in transformation efforts, which can inadvertently contribute to perpetuating multiple, intersecting global crises. Approach: Taking a conceptual approach of theory integration, we draw on relational theories from the relational turn in sociology and anthropology to delineate four core tenets of relationality in service design. Findings: The core tenets of relationality in service design are: 1) actors are constituted by their relations; 2) service systems are entanglements of manifold relations; 3) agency is an emergent property of interaction; and 4) change is a non-deterministic process of becoming-in-relation. Originality: While many scholars call for a more relational understanding and approach to service design, this commentary is the first to build out the theoretical underpinning and identify clear practice implications to support this effort. Research implications: This commentary outlines a host of emerging research questions based on each of the core tenets to guide researchers interested in advancing relationality in service design. It also brings forward research questions connected to adopting an ethics of care in service design. Practical implications: We highlight clear practical implications for service design practice based on each core tenet, including the need to focus on the interdependence of actors and incorporate externalities. We call for adopting an ethics of care that involves practices of tinkering and holding onto difference amid situated attempts to shape relations otherwise.

• Hay, Audun Formo; Vink, Josina & Sangiorgi, Daniela (2024). Enabling Relational Adaptation: Flipping the Script in Public Service Design. International Journal of Design. ISSN 1991-3761. 18(3), s. 9–27. doi: 10.57698/v18i3.02. Fulltekst i vitenarkiv
• Nilsson, Anna Felicia & Vink, Josina (2024). Critical Design Soaps: Resisting the Aesthetic Hygiene of Popular Design Methods. I Gray, C.M.; Chehade, E. Ciliotta; Hekkert, P.; Forlano, L.; Ciuccarelli, P. & Lloyd, P. (Red.), DRS2024: Boston. Design Research Society. ISSN 9781912294626. doi: 10.21606/drs.2024.207. Fulltekst i vitenarkiv Vis sammendrag

  Design educators often utilize methods to teach students the practices of design. Yet, these popularized methods often wash away mess and inadvertently cultivate aesthetic hygiene among designers. In response, this research explores the following question: How can we instill critical aesthetic reflexivity among designers about the ways that design methods cultivate aesthetic hygiene? In two workshops with design students and practicing designers, we worked with soaps as tangible metaphors to explore the mess that popular methods erase. Exhibited together with prompting questions, these soaps were then used to spark conversations among design educators. Through our analysis of this process, we highlight four material expressions of how design methods repress mess and critical pedagogical questions for cultivating aesthetic reflexivity.

• Hay, Audun Formo; Vink, Josina; Suoheimo, Mari Eveliina & Thøgersen, Dagfinn Mørkrid (2024). Why do Service Designers Struggle to Address Power Dynamics? Strategic Design Research Journal. 16(1), s. 189–189. doi: 10.4013/sdrj.2023.161.13. Fulltekst i vitenarkiv Vis sammendrag

  To support transformation in service systems, scholars argue for greater attention to power dynamics in service design (SD). While current literature stresses the need for individual service designers to be reflexive about power, it neglects the context within which these designers predominantly work. We argue that such an individual focus overlooks key contextual factors that hinder service designers from addressing power dynamics. This narrowed view of the challenge unintentionally positions service designers as scapegoats, while their inability to address power dynamics effectively persists. In response, we draw on ecological theories in psychology, which offer insights into how individuals’ behaviors are interconnected with factors in their context. We introduce a framework for understanding these interconnections, detailing how we used it to identify and analyze domains of contextual factors that inhibit service designers to address power dynamics in practice. By proposing a systemic framework, identifying related contextual factors, and evaluating applicability with service designers, this study lays the groundwork for structural shifts to address power dynamics in service design more effectively.

• Vink, Josina (2023). Embodied, Everyday Systemic Design – A Pragmatist Perspective. Design Issues. ISSN 0747-9360. 39(4), s. 35–48. doi: 10.1162/desi_a_00731. Fulltekst i vitenarkiv
• Hay, Audun Formo; Suoheimo, Mari Eveliina & Vink, Josina (2023). The Context of Addressing Power Dynamics in Service Design. I Cipolla, Carla; Mont’Alvão, Claudia; Farias, Larissa & Quaresma, Manuel (Red.), Proceedings of ServDes 2023: Entanglements and Flows Service Encounters and Meanings. Linköping University Electronic Press. ISSN 9789180754767. doi: 10.3384/ecp203033. Fulltekst i vitenarkiv
• Hay, Audun Formo & Vink, Josina (2023). The Emotional Neglect in Recent Service Design Developments. Nordic Journal of Innovation in the Public Sector (NJIPS). 2(1), s. 22–42. doi: 10.18261/njips.2.1.3. Fulltekst i vitenarkiv
• Kubinyi, Eva Liisa; Lazier, Meghan; Mõtus, Maarja & Vink, Josina (2023). Designing for Logic Hybridity in New Service Development: A Case of the Estonian Youth Mental Health Systems. Linköping Electronic Conference Proceedings. ISSN 1650-3686. doi: 10.3384/ecp203. Fulltekst i vitenarkiv
• Gordon, Ross & Vink, Josina (2023). SDG commentary: services from institutions that offer fair and sustainable living for all humans. Journal of Services Marketing. s. 217–226. doi: 10.1108/JSM-05-2023-0182. Fulltekst i vitenarkiv
• Vink, Josina (2022). Designing for Plurality in Democracy by Building Reflexivity. The Pluralist. ISSN 1930-7365. 17(1), s. 52–76. doi: 10.5406/19446489.17.1.06. Fulltekst i vitenarkiv
• Sangiorgi, Daniela; Vink, Josina; Farr, Michelle; Mulvale, Gillian & Warwick, Laura (2022). Designing as Negotiating Across Logic Multiplicity: The Case of Mental Healthcare Transformation Toward Co-design and Co-production. International Journal of Design. ISSN 1991-3761. 16(1), s. 35–54. doi: 10.57698/v16i1.03. Fulltekst i vitenarkiv
• Nilsson, Felicia; Prakash, Shivani & Vink, Josina (2022). Service Design within a Multiplicity of Logics in Healthcare. I Pfannstiel, Mario A; Brehmer, Nataliia & Rasche, Christoph (Red.), Service Design Practices for Healthcare Innovation: Paradigms, Principles, Prospects. Springer Nature. ISSN 9783030872724. s. 1–21. doi: 10.1007/978-3-030-87273-1_1. Fulltekst i vitenarkiv
• Karpen, Ingo; Vink, Josina & Trischler, Jakob (2022). Service Design for Systemic Change in Legacy Organizations: A Bottom-up Approach to Redesign. I Edvardsson, Bo Åke & Tronvoll, Bård (Red.), The Palgrave Handbook of Service Management. Palgrave Macmillan. ISSN 9783030918286. s. 457–479. doi: 10.1007/978-3-030-91828-6_24. Fulltekst i vitenarkiv
• Koskela-Huotari, Kaisa & Vink, Josina (2022). Tracing the Systems Turn in Service Design and Innovation: Convergence toward Service System Transformation. I Edvardsson, Bo Åke & Tronvoll, Bård (Red.), The Palgrave Handbook of Service Management. Palgrave Macmillan. ISSN 9783030918286. s. 531–553. doi: 10.1007/978-3-030-91828-6. Fulltekst i vitenarkiv
• Oertzen, Anna-Sophie; Vink, Josina; Odekerken-Schröder, Gaby; Mager, Birgit & Azevedo, Salomé (2022). Navigating the tensions of integrating lived experience in participatory healthcare design. The Design Journal. ISSN 1460-6925. doi: 10.1080/14606925.2022.2113223. Fulltekst i vitenarkiv
• Vink, Josina & Koskela-Huotari, Kaisa (2021). Social Structures as Service Design Materials. International Journal of Design. ISSN 1991-3761. 15(3), s. 29–43. Fulltekst i vitenarkiv
• Vink, Josina; Wetter-Edman, Katarina & Koskela-Huotari, Kaisa (2021). Designerly Approaches for Catalyzing Change in Social Systems: A Social Structures Approach. She Ji: The Journal of Design, Economics, and Innovation. ISSN 2405-8726. 7(2), s. 242–261. doi: 10.1016/j.sheji.2020.12.004. Fulltekst i vitenarkiv Vis sammendrag

  Given the growing interest in systemic design, there is a demand for designerly approaches that can aid practitioners in catalyzing social systems change. The purpose of this research is to develop an initial portfolio of designerly approaches that acknowledges social structures as a key leverage point for influencing social systems. This article presents learnings from experimentation with a host of designerly approaches for shaping social structures and identifies four design principles to guide systemic design practitioners in doing this work. This research contributes to the evolving and pluralistic methodology of systemic design by presenting formats for design activities that take social structures seriously and identifying ways that systemic designers, and other practitioners, can re-entangle themselves in the systems they seek to change.

• Vink, Josina; Nilsson, Felicia; Freitas, Thiago & Prakash, Shivani (2021). Attempting to Resist Ontological Occupation When Designing for Scale in Healthcare. Nordic Design Research. s. 292–301. doi: 10.21606/nordes.2021.32. Fulltekst i vitenarkiv Vis sammendrag

  Scholars have recently called out how design is complicit in ontological occupation, where one reality makes other realities non-existent. The perpetuation of ontological occupation is a particular risk when designing for scale in healthcare, as Western healthcare is a recognized carrier of modern universalist practices that threaten local ways of caring. In this research, we draw from science and technology studies and anthropology to inform a research through design study positioned within a collective effort to scaleup decentralized care models in Norway. We analyse five attempts at resisting ontological occupation through design and, by doing so, contribute with lessons for design practice on the practical implications of ontological politics.

• Oertzen, Anna-Sophie; Vink, Josina; Odekerken, Gaby; Mager, Birgit & Azevedo, Salome (2021). Live and Let Live: Integrating Lived Experience in Participatory Healthcare Design. Blucher Design Proceedings. 9(5), s. 493–505. doi: 10.5151/ead2021-145. Fulltekst i vitenarkiv Vis sammendrag

  Despite growing interest in participatory approaches to healthcare design, the integration of people’s lived experience — direct, first-hand understanding of a certain condition, situation, or identity — remains a key challenge to meaningful participation. This research seeks to investigate the multifaceted elements involved in leveraging lived experiences and to describe strategies to support their integration in participatory healthcare design initiatives. Through an interview study, the authors identify underlying tensions associated with leveraging lived experiences in healthcare design and assemble strategies for integrating different degrees of lived experience. In doing so, this research offers insights for designers regarding possible ways to support the integration of people’s lived experience amid complex healthcare contexts.

• Vink, Josina & Koskela-Huotari, Kaisa (2021). Building Reflexivity Using Service Design Methods. Journal of Service Research. ISSN 1094-6705. OnlineFirst. doi: 10.1177/10946705211035004. Fulltekst i vitenarkiv Vis sammendrag

  The transformative potential of service design rests on its ability to enable people to intentionally shape institutionalized social structures. To avoid simply reproducing social structures unconsciously, people need reflexivity—an awareness of existing social structures. Scholars suggest that the use of service design methods can enhance people’s reflexivity. However, the theoretical underpinning of this effect remains unclear, which in turn limits the realization of service design’s transformative potential in practice. In response, using an abductive approach that combines theoretical and empirical inputs, we develop an integrative framework that explains the mechanisms by which service design methods can increase people’s reflexivity. The current study contributes to the evolving service design discourse with an alternative categorization of service design methods, based on their affordances for different modes of reflexivity. The framework also reveals the underlying processes by which the use of service design methods can support people’s work with institutionalized social structures as design materials to enable transformation. This research supports a more thoughtful use and strategic development of service design methods to support transformative aims.

• Duan, Zhipeng; Vink, Josina & Clatworthy, Simon (2021). Narrating Service Design to Account for Cultural Plurality. International Journal of Design. ISSN 1991-3761. 15(3), s. 11–28. Fulltekst i vitenarkiv
• Koskela-Huotari, Kaisa; Vink, Josina & Edvardsson, Bo Åke (2020). The institutional turn in service research: taking stock and moving ahead. Journal of Services Marketing. doi: 10.1108/JSM-02-2019-0101. Fulltekst i vitenarkiv
• Vink, Josina; Koskela-Huotari, Kaisa; Tronvoll, Bård; Edvardsson, Bo & Wetter-Edman, Katarina (2020). Service Ecosystem Design: Propositions, Process Model, and Future Research Agenda. Journal of Service Research. ISSN 1094-6705. s. 1–19. doi: 10.1177/1094670520952537. Fulltekst i vitenarkiv Vis sammendrag

  While service design has been highlighted as a promising approach for driving innovation, there are often struggles in realizing lasting change in practice. The issues with long-term implementation reveal a reductionist view of service design that ignores the institutional arrangements and other interdependencies that influence design efforts within multi-actor service systems. The purpose of this article is to build a systemic understanding of service design to inform actors’ efforts aimed at intentional, long-term change in service systems. To achieve this aim, we inform the conceptual building blocks of service design by applying service-dominant logic’s service ecosystems perspective. Through this process, we develop four core propositions and a multilevel process model of <i>service ecosystem design</i>. The conceptualization of service ecosystem design advances service design theory by illuminating previously taken for granted aspects; explaining how intentional, long-term change emerges; and expanding the scope of service design beyond projects. Furthermore, this research offers a foundation for future research on service design that involves extending the systemic conceptualization of service design, conducting more holistic empirical investigations, and developing practical methods and approaches for the embedded, collective processes of designing.

• Caic, Martina; Korper, Ana Kuštrak; Rodrigues, Vanessa; Vink, Josina & Holmlid, Stefan (2020). Quo vadis? Exploring the future of service design. Linköping Electronic Conference Proceedings. ISSN 1650-3686. 173(8). Fulltekst i vitenarkiv
• Vink, Josina & Koskela-Huotari, Kaisa (2020). Unpacking the nature of social structures as the materials of service design. Linköping Electronic Conference Proceedings. ISSN 1650-3686. Fulltekst i vitenarkiv
• Vargo, Stephen L.; Koskela-Huotari, Kaisa & Vink, Josina (2020). Service-dominant logic: Foundations and applications. I Bridges, Eileen & Fowler, Kendra * (Red.), The Routledge Handbook of Service Research Insights and Ideas. Routledge. ISSN 9780815372530. s. 3–23. doi: 10.4324/9781351245234. Fulltekst i vitenarkiv Vis sammendrag

  Service-dominant (S-D) logic, a service-centered orientation that reframes the purpose and process of economic exchange, has developed over the last 15 years into a meta-theoretical framework that advances a systemic understanding of value co-creation. This chapter traces the evolution of S-D logic, summarizes its core ideas and compares it with other related perspectives. The broad applicability of S-D logic and its service ecosystem view is discussed along with the implications for service research, marketing and other disciplines. In particular, this chapter highlights how S-D logic can help service researchers to break free from "services" as a context or a sector and build a more contextual, multi-actor view of exchange.

• Vink, Josina; Koskela-Huotari, Kaisa & Caic, Martina (2020). Addressing echo chambers in Service Design with embodied methods. Linköping Electronic Conference Proceedings. ISSN 1650-3686. 173(8). Fulltekst i vitenarkiv
• 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. Fulltekst i vitenarkiv
• Alkire, Linda; Mooney, Christine; Gur, Furkan A.; Kabadayi, Sertan; Renko, Maija & Vink, Josina (2019). Transformative service research, service design, and social entrepreneurship: An interdisciplinary framework advancing wellbeing and social impact. Journal of Service Management (JOSM). ISSN 1757-5818. 31(1), s. 24–50. doi: 10.1108/JOSM-05-2019-0139. Fulltekst i vitenarkiv Vis sammendrag

  Purpose: The purpose of this paper is to provide an interdisciplinary framework bridging service design and social entrepreneurship with Transformative Service Research (TSR) to create greater synergetic effects to advance wellbeing and drive social impact. Design/methodology/approach: This research provides an interdisciplinary review and synthesis of literature to establish a basis for a conceptual framework advancing human wellbeing and driving social impact. Findings: The overarching framework created incorporates various concepts, methods and tools across the three research domains. At the core of the framework is the ultimate goal of multilevel wellbeing and social impact. The core is subsequently supported by established social entrepreneurship concepts and strategies: prosocial motivation, hybrid identity, social bricolage, entrepreneurial thinking, community engagement, business model design, and innovative delivery. The implementation of these concepts could benefit from the methods and tools used in service design, such as: design probes, service blueprints, appreciative inquiry, contextual interviews, actor maps, sustainable business model canvas, and service prototyping. Practical implications: The paper uses the refugee crisis as an illustrative example of how the proposed framework can be put into action by service organizations. Originality/value: By bridging literature in TSR, service design, and social entrepreneurship, this paper provides service managers with a framework to guide scalable systemic solutions for service organizations interested in advancing human wellbeing and driving social impact.

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• Sangiorgi, Daniela; Prendiville, Alison; Vink, Josina; Suoheimo, Mari Eveliina; Yee, Joyce & Akama, Yoko [Vis alle 7 forfattere av denne artikkelen] (2025). Panel discussion with co-authors: The Bloomsbury Handbook of Service Design. Fulltekst i vitenarkiv
• Findsrud, Rolf; Vink, Josina & Rodrigues, Vanessa (2024). Dynamics & tensions in service ecosystem sustainability. Fulltekst i vitenarkiv
• Romm, Kristin Lie; Skoge, Mari; Aminoff, Sofie Ragnhild; Vink, Josina; Støme, Linn Nathalie & Kværner, Kari Jorunn (2024). Skal videosamtaler fortsette å være en B-løsning i psykisk helsevern? Fulltekst i vitenarkiv
• Barba, Evan; Hvidsten, Adeline; Vink, Josina; Kirah, Anna & Rouse, Rebecca (2024). Playable Systems: Game Co-Design for systemic intervention. I Gray, C.M.; Chehade, E. Ciliotta; Hekkert, P.; Forlano, L.; Ciuccarelli, P. & Lloyd, P. (Red.), DRS2024: Boston. Design Research Society. ISSN 9781912294626. doi: 10.21606/drs.2024.1455. Fulltekst i vitenarkiv
• Vink, Josina (2022). Quilting Care Patterns - Remaking our social fabric. Fulltekst i vitenarkiv
• Sangiorgi, Daniela; Vink, Josina; Dessers, Ezra & Patricio, Lia (2022). Designing for care ecosystems transformation: The need for a multidisciplinary design foundation for a new paradigm of care. Fulltekst i vitenarkiv
• Mager, Birgit; Oertzen, Anna-Sophie & Vink, Josina (2022). Co-Creation in Health Services through Service Design. I Pfannstiel, Mario A; Brehmer, Nataliia & Rasche, Christoph (Red.), Service Design Practices for Healthcare Innovation: Paradigms, Principles, Prospects. Springer Nature. ISSN 9783030872724. s. 497–510. doi: 10.1007/978-3-030-87273-1_24. Fulltekst i vitenarkiv
• Prakash, Shivani; Nilsson, Felicia & Vink, Josina (2021). Troubling care - A critical look at the systemic shift toward healthcare digitization. Fulltekst i vitenarkiv Vis sammendrag

  Amid recognition that care is contentious and highly political, conscientious design in healthcare systems cannot simply work blindly toward what is thought to be ‘good care’. Systemic design must grapple with the inherent conflicting values in care. This paper works to ‘unsettle’ care by exploring the tensions amid the evolving landscape of the Norwegian healthcare system. We attempt to embody Haraway’s idea of “staying with the trouble” in a design process positioned within a systemic transition toward digitization in healthcare. Drawing on 14 months of fieldwork, we explore the contradictions and plurality of lived experiences in this context through textual and visual collages that intentionally juxtapose divergent values of care. This paper exposes an entanglement of troubles which include: knowing by measuring/experiencing through sensing; the situated view/the isolated view of the patient; and helping the dependent/coaching the independent. This research highlights that one important way of caring in systemic design might be to hold on to the troubles in the thick present, rather than reconciling or re-framing to solve emerging either/or tensions.

• Engström, Elin; Legeby, Matilda; Mcaleenan, Pia; Andersson, Hanna; Aguirre, Manuela & Vink, Josina (2021). Exposing the Emotional Dynamics of Making Tensions Tangible in Systemic Design. Fulltekst i vitenarkiv Vis sammendrag

  Increasingly in systemic design there is an emphasis on the value of visualizing, materializing and enacting tensions. However, there has to date not been much focus on what happens when these tensions are exposed within systemic design processes. The emotional aspects of responding to tensions play a particularly central role in guiding people’s resulting actions but are seldom discussed in the systemic design discourse. Fear is positioned as a key emotion driving tensions and a conceptual framework (the four Fs) is proposed to unpack the consequences to fear. Ignoring emotions such as fear in change processes may perpetuate a false narrative about emotional dynamics and increases the risk of harmful, unintended consequences. This paper shares stories and reflections from Förnyelselabbet’s work that uses designerly approaches to facilitate meaningful change within complex societal challenges in Sweden, particularly in relation to newly arrived minors. These stories situated in the context of the exploratory lab and co-design work reveal the emotional dynamics unfold when tensions are exposed and help raise an emotional literacy in systemic design practice.

• Nilsson, Felicia & Vink, Josina (2020). Embodying Design Questions: Playful explorations in critical health and care systems. Fulltekst i vitenarkiv
• Duan, Zhipeng; Vink, Josina & Clatworthy, Simon (2024). Soiling Service Design: Situating professional designing among plural practices. Arkitektur- og designhøgskolen i Oslo. ISSN 9788254703670. Fulltekst i vitenarkiv Vis sammendrag

  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.

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