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Exploring Designers' Perspectives on Gamification in Service Design Thinking

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Bibliographic Details
Title: Exploring Designers' Perspectives on Gamification in Service Design Thinking
Authors: Rui Patrício, null Maria Theresa Cabrita Matias Ramos Gelies, Joana Mendonça
Source: DIID, Iss 85 (2025)
Publisher Information: Bologna University Press Foundation, 2025.
Publication Year: 2025
Subject Terms: Mechanical drawing. Engineering graphics, Service design, design thinking, Management Innovation, gamification, T351-385
Description: Service Design Thinking (SDT) workshops often get stuck when service intangibility, social distance, and vaguegoals jeopardize engagement. This study explores how game approaches address those barriers. Semi-structured interviews with experienced SDT practitioners were analysed abductively, interlacing capability theory with gameful design principles. Findings suggest that gamification enhances empathy, framework-building, and concept modelling, making abstract service concepts more tangible and improving team dynamics. However, its implications on problem-solving and vision-building remain inconclusive, and structured game elements may sometimes restrict creative thinking. Insights are consolidated in a Gamification-SDT Capability Matrix that links elements to five design capabilities and offers quick-reference support for workshop facilitation. By framing gamification as an object that externalises designer intent and accelerates double-loop learning, the study extends the transformation-design discourse and provides actionable guidance for capability-based service innovation.
Document Type: Article
ISSN: 2785-2245
1594-8528
DOI: 10.30682/diid8525b
Access URL: https://doaj.org/article/92729d3fade74f73b1324fd199fb788b
Rights: CC BY NC SA
Accession Number: edsair.doi.dedup.....ef43f937e1fb5f7f737cb30863b4939a
Database: OpenAIRE
Description
Abstract:Service Design Thinking (SDT) workshops often get stuck when service intangibility, social distance, and vaguegoals jeopardize engagement. This study explores how game approaches address those barriers. Semi-structured interviews with experienced SDT practitioners were analysed abductively, interlacing capability theory with gameful design principles. Findings suggest that gamification enhances empathy, framework-building, and concept modelling, making abstract service concepts more tangible and improving team dynamics. However, its implications on problem-solving and vision-building remain inconclusive, and structured game elements may sometimes restrict creative thinking. Insights are consolidated in a Gamification-SDT Capability Matrix that links elements to five design capabilities and offers quick-reference support for workshop facilitation. By framing gamification as an object that externalises designer intent and accelerates double-loop learning, the study extends the transformation-design discourse and provides actionable guidance for capability-based service innovation.
ISSN:27852245
15948528
DOI:10.30682/diid8525b