A Space-time of Serendipity
Exploring Chance as an Innovation Tool in Service Design
DOI:
https://doi.org/10.29147/datjournal.v10i2.837Keywords:
Serendipity, Service Design, Innovation, Knowledge-based EventsAbstract
This paper investigates the role of serendipity as an innovation tool in service design, focusing on knowledge events. Serendipity, understood as the accidental discovery of value, is traditionally seen as unpredictable. However, the study proposes that it is possible to design contexts that favor the unexpected, enriching user experience and generating new interactions. Through a conceptual review and practical examples, the article explores how innovation events, such as festivals and conferences, can be designed to maximize serendipity. It argues that, by allowing chance to occur in strategically designed environments, services can facilitate unforeseen connections, insights, and innovative solutions. The article concludes that, although it is impossible to fully control chance, designers can create conditions for serendipity to flourish, offering additional value both to the user and to the innovation system.
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