Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs

Cathrine Seidelin, Stine Moeslund Sivertsen, Yvonne Dittrich

Publikation: Konference artikel i Proceeding eller bog/rapport kapitelKonferencebidrag i proceedingsForskningpeer review

Abstract

Service design (SD) is acknowledged as an approach that can help organisations to address service innovation. However, organisations are struggling to build design capabilities and develop sustainable SD cultures within the organisations. This paper focuses on this central challenge by exploring how a small and medium-sized “non-design-intensive organisation” can integrate SD both as a way to develop internal design capabilities and as an approach to service innovation. We report on an action research study in which we initiated seven SD micro cases. The findings show how our designed SD learning activities developed autonomous SD initiatives within the organisation, and thus over time fostered a sustainable SD culture in this context. Based on our findings, we conclude that organisational appropriation of SD tools and methods is crucial for an organisation’s ability to build and sustain capabilities which can foster an SD culture.
OriginalsprogEngelsk
TitelServDes.2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia : Linköping Electronic Conference Proceedings 173 (2020)
RedaktørerYoko Akama, Liam Fennessy, Sara Harrington, Anna Farago
Antal sider20
Publikationsdato2020
Sider11-31
ISBN (Trykt)978-91-7929-779-4
ISBN (Elektronisk)978-91-7929-779-4
StatusUdgivet - 2020
BegivenhedServDes2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia - RMIT, Melbourne, Australien
Varighed: 2 feb. 20215 feb. 2021
https://servdes2020.org

Konference

KonferenceServDes2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia
LokationRMIT
Land/OmrådeAustralien
ByMelbourne
Periode02/02/202105/02/2021
Internetadresse

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