Proposing organisational usability as an enabler of organisational service design maturity
Abstract
This reflective paper proposes a research agenda that investigates and questions how and if we need to assess the service design tools and their usability in the context of organisations’ design maturity. Maps and tool in the service design toolbox are perceived as straightforward by some organisations, however for organisations with low service design maturity such tools can pose challenges in how to utilise and leverage their potential. As a direction for future studies, this research agenda sheds light on how common service design tools are affected by organisational usability and maturity.
Keywords
Service Design; tools; usability; organisational design maturity
DOI
https://doi.org/10.3384/ecp203039
Citation
Nielsen, L., Harre, O., Abdelnour-Nocera, J.,and Li, C.(2023) Proposing organisational usability as an enabler of organisational service design maturity, in Carla Cipolla, Claudia Mont’Alvão, Larissa Farias, Manuela Quaresma (eds.), ServDes 2023: Entanglements & Flows Conference, Service Encounters and Meanings, 11-14th July 2023, Rio de Janeiro, Brazil. https://doi.org/10.3384/ecp203039
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Proposing organisational usability as an enabler of organisational service design maturity
This reflective paper proposes a research agenda that investigates and questions how and if we need to assess the service design tools and their usability in the context of organisations’ design maturity. Maps and tool in the service design toolbox are perceived as straightforward by some organisations, however for organisations with low service design maturity such tools can pose challenges in how to utilise and leverage their potential. As a direction for future studies, this research agenda sheds light on how common service design tools are affected by organisational usability and maturity.