Certainty and its artefacts

Thea Snow and Stefan Holmlid

Chapter 10 in The Materials of Service Design, 2023, pp 113-118 from Edward Elgar Publishing

Abstract: This chapter focuses on the concept of certainty artefacts in service design and their role in creating a sense of control in uncertain contexts. The author argues that certainty artefacts are important tools for service designers to navigate complex environments and create structure and predictability. Four types of certainty artefacts are identified, including personal, procedural, institutional, and paradigmatic, with the latter two having a significant influence on service design processes and results. The chapter also highlights the importance of making certainty artefacts visible and understood as constructs, rather than mistaking them for reality. The author argues that forming, reforming, and disrupting certainty artefacts can encourage engagement with complex realities without denying the inherent uncertainty. The chapter concludes by discussing how certainty artefacts are crafted by multiple actors in service design processes, and the importance of collaboration in their creation.

Keywords: Business and Management; Economics and Finance; Geography; Innovations and Technology (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.elgaronline.com/doi/10.4337/9781802203301.00024 (application/pdf)
Our link check indicates that this URL is bad, the error code is: 503 Service Temporarily Unavailable

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:elg:eechap:21087_10

Ordering information: This item can be ordered from
http://www.e-elgar.com

Access Statistics for this chapter

More chapters in Chapters from Edward Elgar Publishing
Bibliographic data for series maintained by Darrel McCalla ().