The importance of customer experiences in developing strong brands is broadly
acknowledged in the Branding literature. Yet, the divide between the functions managing the …

Today research has come far in explaining distinct aspects of design expertise at different
skill levels. However, with the increasing number of studies, we argue there is a need to …

While service design has been accepted as a human‐centered and cocreative approach to
service innovation, its role in technology‐driven contexts, specifically technology startups …

Public sector organizations are in need of new approaches to development and innovation.
There is a need to develop a capability to better understand priorities, needs and wishes of …

The challenges that face the public sector today raise a need to see service users as
partners and resources in the continuous renewal of services. Public sector organizations …

There has been a surge the last decade in the public sector to strive for transformation
processes driven by design, to integrate design in the organisations and develop design …

This case study describes 'First Line', a multi-year service design project focused on
changing mental healthcare for young people that was conducted through collaboration …

This paper presents two respective case studies which demonstrate how visual research
methods can elicit a deep understanding of the needs of potential end users and drive …

Abstract Service design (SD) is acknowledged as an approach that can help organisations
to address service innovation. However, organisations are struggling to build design …

Services are prone to change in the form of expected and unexpected variations and
disruptions, more so given the increasing interconnectedness and complexity of service …