Organisation change is currently an intriguing topic in the field of service design. Effective change efforts help drive innovation and promote other positive cultural practices within organisations. However, dealing with cultural change within an organisation is a complex endeavour. As we all know, organisations vary in size, hierarchal structures, mission, values and other factors. These all present a number of challenges when trying to implement cultural change, While there are similarities in approaches, there is not one standard way to tackle this issue.

As a result, we present the results of a three-step research study that explored ways in which Service Design can support organisations when implementing cultural change and innovation and developed a four-step sense-making framework (Context, Research, Sequence, and Deliverables) to enable corporate cultural managers and service designers to act towards effectively directing organisational change efforts.