Service Design and Organisational Change

A Context Driven Framework | 10 weeks
Overview
Publisher: Service Design Network, Touchpoint Journal
Co- Author: Ada Sin, Murphy Basore, Shreya Dhawan, Qianwen Dong, Andrew Moore
Project Type: Quantitative and Qualitative Research

Abstract

A Service Design perspective - Designing Organizational Cultural Change Efforts

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.

"The article is part of Touchpoint Vol. 8 No. 3 – Business as Unusual. Touchpoint, the Journal of Service Design is published by the Service Design Network and is available to purchase in print and PDF format at wwww.service-design-network.org/touchpoint "