Abstract
This article explores the application of service design principles to higher education, positioning universities as complex service systems that extend beyond the academic realm. The goal is to propose a structured framework highlighting service design's role in enhancing pedagogical practices, optimizing support systems, and fostering collaborations between universities and society. Through a comparative analysis of existing frameworks, the study identifies commonalities and gaps, creating a positioning matrix that visually represents the relationships. The research identifies four key quadrants: (i) Learning Services, (ii) Services for Learning, (iii) Services for Educational Infrastructure, and (iv) Educational Interaction Services. The findings emphasize that recognizing higher education as a complex service system is essential for understanding its broader influence on economic development, innovation, and social justice. We also highlight that the proposed matrix can be a starting point for educators, administrators, policymakers, and service design professionals to apply service design concepts more effectively in educational contexts.
Keywords
Service Design, Higher Education, Complex Systems.
DOI
https://doi.org/10.21606/servdes2025.23
Citation
Costa, M.F., Morelli, N.,and Li, W.(2025) Framing Education as a Complex Service System: A Structured and Multidimensional Framework Through the Service Design Lens, in Mahamuni, R., Onkar, P. (eds.), ServDes 2025: Empowering Diversity, Nurturing Lasting Impact, 6–10 October, Hyderabad, India. https://doi.org/10.21606/servdes2025.23
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Framing Education as a Complex Service System: A Structured and Multidimensional Framework Through the Service Design Lens
This article explores the application of service design principles to higher education, positioning universities as complex service systems that extend beyond the academic realm. The goal is to propose a structured framework highlighting service design's role in enhancing pedagogical practices, optimizing support systems, and fostering collaborations between universities and society. Through a comparative analysis of existing frameworks, the study identifies commonalities and gaps, creating a positioning matrix that visually represents the relationships. The research identifies four key quadrants: (i) Learning Services, (ii) Services for Learning, (iii) Services for Educational Infrastructure, and (iv) Educational Interaction Services. The findings emphasize that recognizing higher education as a complex service system is essential for understanding its broader influence on economic development, innovation, and social justice. We also highlight that the proposed matrix can be a starting point for educators, administrators, policymakers, and service design professionals to apply service design concepts more effectively in educational contexts.