PSS 101 project— CRISP Magazine # 1
This project is developing a framework of tools, techniques and methods that improves conceptualisation and communication between all those involved in designing PSS, across industries.
Crossing Boundaries
Developing framework which maps all interactions between stakeholders.
Lilian Henze
A map as boundary object to understand all the stakeholders and find the right tools for collaboration at a project level.
In the PSS 101 project, we look at innovation in heterogeneous networks. These networks are made up of connections between people with considerable differences in knowledge, practice, values, and even passion, to name but a few characteristics. As a result, certain boundaries emerge that make interactions difficult. As people cross, move, or even remove these boundaries, they are more likely to end up with product-service systems that add value to both users and providers. As the aim of our project is to create a framework of tools for networked PSS development, I was curious to see whether I could find a way to cross these boundaries.
In trying to better understand networked innovation, I came across Bruno Latour’ s ideas. In his Actor Network Theory, he argues that, although the focus is often put on people and their connections in networked collaboration, objects and their links have an equally strong influence on collaboration. These objects can be seen as Boundary Objects; they facilitate interactions between people by establishing a shared context. In this way, most tools that designers create and use can be considered boundary objects. One obvious example of such a boundary object is the use of visualisations by designers. The pictures on the right show examples of such a visualisations.
In an early attempt, we tried to understand PSS development by visualising the collaboration networks of designers, organisations, and users. During one of the workshops we realised, however, that there were some disadvantages to this initial framework. In discussions with industry partners and academics, we came to the conclusion that the visualisation of the initial framework was too abstract to help decide which specific tools to use during PSS development. We also learned that the tools should be more specific and have to show a clear relation to the boundary to be crossed.
I used the insights gained from the workshops to develop the next version of the framework depicted on the left, which maps all interactions in PSS development. The yellow circle is the starting point, as it brings together all interactions in a user-centred design approach. By describing all the interactions and the people and objects involved, this map clarifies where boundaries may emerge and where tools can be used.
Designers can use this map as a boundary object at a project level to understand all the stakeholders and find the right tools for collaboration. Academics can use the tool to discuss the role of design( and design education) in creating and using tools for networked collaboration in PSS development.
This sketch serves as a first prototype that will be used during the“ canvas on tour” workshops with our professional partners to develop it further. In a way, discussing tools commonly used in the design of productservice systems can itself be considered a metatool or even a boundary object.
Lilian Henze— 1955 l. a. r. henze @ tudelft. nl
. PhD candidate at Delft
University of Technology, Industrial Design, Design Conceptualization and Communication. Owner at P5 consultants,
professionals in Human-Centred Design. Member CRISP project PSS101