SERVDES 2023 – Entanglements and Flows Service Encounters and Meanings

Together with Olivia Harre, Jose Abdelnour Nocera and Christina Li, Lene Nielsen have submitted the paper: ‘Future of Service Design Tools: Evoking the lens of usability as an enabler of organisational design maturity’, for the SERVDES 2023 conference in Rio de Janeiro.

We raise the question: do we need to assess the service design tools and their usability to support organisations’ design maturity? We suggest including the organisational design maturity as context to address the usability of the service design tools. As a direction for future studies, this research proposal sheds light on how common service design tools are affected by organisational usability and maturity.