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Service Design: Innovation for Complex Systems

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Birgit Mager

    (Service Design Network gGmbH)

  • Nick Leon

    (School of Design, Royal College of Art)

Abstract

This chapter describes how service design, as a systematic process and a mindset, brings continuous innovation into the complex systems of service creation and delivery. Design is a key component of today’s service management. It no longer means management by administrating and controlling but instead involving other key stakeholders and enabling systems to continuously adapt to changes in user’s requirements, the environment, and the context of use. It also means exploring new and emerging opportunities and to translate those into services that deliver new levels of value to users. Today, design is contextualized in a contemporary framework that has moved beyond styling and beautification to include the ability to reframe problems, discover opportunities, and co-create scenarios of solutions that do not yet exist, prototyping, testing, and implementation. It has become a strategic resource for innovation, particularly for those organizations who move from a product-led to a solution and service-led value business model. This short contribution is playful and sometimes provocative, rooted in experience, reflection, and speculation rather than in deep scientific research.

Suggested Citation

  • Birgit Mager & Nick Leon, 2022. "Service Design: Innovation for Complex Systems," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 483-496, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_25
    DOI: 10.1007/978-3-030-91828-6_25
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