July 2026
Intermediate
338 pages
8h 12m
English
Content preview from Service Design
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12 Service design frameworks
Introduction
Service design has emerged as a relatively recent discipline that has much to offer organisations. The toolkit of techniques available to service designers is extensive and many result from established disciplines, such as business analysis. However, there are also many established frameworks that, when applied, offer service designers the opportunities to review a situation or service from different perspectives and gain additional insights.
This chapter introduces the following methods and frameworks:
- Soft Systems Methodology (SSM);
- Service Design Gaps Model;
- Culture Pyramid;
- Capability Analysis and Leverage Model (CALM);
- Change Paradigm Model.
These approaches offer a wealth of views ...
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