Service design principles for organizational well-being: Improving the employee experience through design thinking

Authors

• Fabiola Bertolotti, Department of Engineering Science and Methods, University of Modena and Reggio Emilia, Italy
• Marco Di Norcia, Department of Engineering Science and Methods, University of Modena and Reggio Emilia, Italy
• Matteo Vignoli, Department of Engineering Science and Methods, University of Modena and Reggio Emilia, Italy

Abstract

The aim of this paper is to link Service Design to organizational well-being and propose a set of design principles that can be adopted by both designers and managers responsible for the design of organizational services that aim at improving employees' well-being. Through a qualitative study, we conducted a cross-context analysis of well-being initiatives developed in three companies operating in different industries. By applying a science-based design perspective approach, we were able to derive a set of seven design principles. We highlight the importance of including these principles in the process of designing services in organizational contexts using Design Thinking, in particular services oriented to employees’ well-being, as well as considering their application in broader contexts in which services may play a crucial role.

Keywords

service design, design thinking, organizational wellbeing, employee experience

DOI

https://doi.org/10.21606/servdes2018.104

Citation

Bertolotti, F., Di Norcia, M.,and Vignoli, M.(2018) Service design principles for organizational well-being: Improving the employee experience through design thinking, in Meroni, A., Ospina Medina, A. M., & Villari, B. (eds.), ServDes 2018: Service Design Proof of Concept, 18–20 June, Milan, Italy. https://doi.org/10.21606/servdes2018.104

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License

Conference Track

Research Papers