Introducing and Evaluating Service Design Tools in Organisations

How can organisations introduce and evaluate service design (SD) tools? This tutorial answers these questions through the introduction of ‘organisational usability’ and ‘design maturity’ as frameworks to help organisations assess their readiness to adopt and use SD tools. Customer journeys, service blueprints, and ecosystem mapping, among other SD tools, are perceived as straightforward by some organisations, however, organisations with low SD maturity can face challenges in how to utilise and leverage their potential. The tutorial introduces means of understanding how an organisation is likely to experience or is currently experiencing SD and the accompanying tools. Tutorial participants will be provided with insights and an assessment framework for successful organisational SD interventions.