Widening the Perspective of Service Design

Abstract

Service design helps organisations focus on – and design for – their most important stakeholders. We argue that although the tools of service design can highlight and integrate multiple stakeholder perspectives, they cannot adequately address the complexity inherent in organisations. This is limiting the impact of service design. Indicators that this is taking place are a lack of support or funding for service design projects, as well as resistance and ‘cultural’ push back when it comes to implementation.