Proposing organisational usability as an enabler of organisational service design maturity

Lene Nielsen; Olivia Thomassen Harre; Jose Abdelnour-Nocera; Christina Li

doi:10.3384/ecp203039

Proposing organisational usability as an enabler of organisational service design maturity

Lene Nielsen, Olivia Thomassen Harre, Jose Abdelnour-Nocera, Christina Li

Research output: Contribution to book/anthology/report/conference proceeding › Article in proceeding › Research › peer-review

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Abstract

This reflective paper proposes a research agenda that investigates and questions how and if we need to assess the service design tools and their usability in the context of organisations’ design maturity. Maps and tool in the service design toolbox are perceived as straightforward by some organisations, however for organisations with low service design maturity such tools can pose challenges in how to utilise and leverage their potential. As a direction for future studies, this research agenda sheds light on how common service design tools are affected by organisational usability and maturity.

Original language	English
Title of host publication	ServDes 2023 : Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings
Editors	Carla Cipolla, Claudia Mont’Alvão, Larissa Farias, Manuela Quaresma
Number of pages	10
Place of Publication	Rio de Janeiro
Publisher	Linköping University Electronic Press
Publication date	2023
Pages	759-768
ISBN (Electronic)	978-91-8075-476-7
DOIs	https://doi.org/10.3384/ecp203039
Publication status	Published - 2023
Event	ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. - Rio De Janeiro, Brazil Duration: 11 Jul 2023 → 14 Jul 2023 https://servdes2023.org/

Conference

Conference	ServDes 2023
Country/Territory	Brazil
City	Rio De Janeiro
Period	11/07/2023 → 14/07/2023
Internet address	https://servdes2023.org/

Series	Linköping Electronic Conference Proceedings
ISSN	1650-3686

Keywords

Service Design
tools
usability
organisational design maturity

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10.3384/ecp203039Licence: CC BY-NC 4.0

Open Access articleFinal published version, 342 KBLicence: CC BY-NC 4.0

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Nielsen, L., Harre, O. T., Abdelnour-Nocera, J., & Li, C. (2023). Proposing organisational usability as an enabler of organisational service design maturity. In C. Cipolla, C. Mont’Alvão, L. Farias, & M. Quaresma (Eds.), ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings (pp. 759-768). Linköping University Electronic Press. https://doi.org/10.3384/ecp203039

Nielsen, Lene ; Harre, Olivia Thomassen ; Abdelnour-Nocera, Jose et al. / Proposing organisational usability as an enabler of organisational service design maturity. ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings. editor / Carla Cipolla ; Claudia Mont’Alvão ; Larissa Farias ; Manuela Quaresma. Rio de Janeiro : Linköping University Electronic Press, 2023. pp. 759-768 (Linköping Electronic Conference Proceedings).

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abstract = "This reflective paper proposes a research agenda that investigates and questions how and if we need to assess the service design tools and their usability in the context of organisations{\textquoteright} design maturity. Maps and tool in the service design toolbox are perceived as straightforward by some organisations, however for organisations with low service design maturity such tools can pose challenges in how to utilise and leverage their potential. As a direction for future studies, this research agenda sheds light on how common service design tools are affected by organisational usability and maturity.",

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booktitle = "ServDes 2023",

publisher = "Link{\"o}ping University Electronic Press",

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Nielsen, L, Harre, OT, Abdelnour-Nocera, J & Li, C 2023, Proposing organisational usability as an enabler of organisational service design maturity. in C Cipolla, C Mont’Alvão, L Farias & M Quaresma (eds), ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings. Linköping University Electronic Press, Rio de Janeiro, Linköping Electronic Conference Proceedings, pp. 759-768, ServDes 2023, Rio De Janeiro, Brazil, 11/07/2023. https://doi.org/10.3384/ecp203039

Proposing organisational usability as an enabler of organisational service design maturity. / Nielsen, Lene; Harre, Olivia Thomassen; Abdelnour-Nocera, Jose et al.
ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings. ed. / Carla Cipolla; Claudia Mont’Alvão; Larissa Farias; Manuela Quaresma. Rio de Janeiro: Linköping University Electronic Press, 2023. p. 759-768 (Linköping Electronic Conference Proceedings).

Research output: Contribution to book/anthology/report/conference proceeding › Article in proceeding › Research › peer-review

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AB - This reflective paper proposes a research agenda that investigates and questions how and if we need to assess the service design tools and their usability in the context of organisations’ design maturity. Maps and tool in the service design toolbox are perceived as straightforward by some organisations, however for organisations with low service design maturity such tools can pose challenges in how to utilise and leverage their potential. As a direction for future studies, this research agenda sheds light on how common service design tools are affected by organisational usability and maturity.

KW - Service Design

KW - tools

KW - usability

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M3 - Article in proceeding

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BT - ServDes 2023

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Nielsen L, Harre OT, Abdelnour-Nocera J, Li C. Proposing organisational usability as an enabler of organisational service design maturity. In Cipolla C, Mont’Alvão C, Farias L, Quaresma M, editors, ServDes 2023: Entanglements and Flows. Service Encounters and Meanings. Conference Proceedings. Rio de Janeiro: Linköping University Electronic Press. 2023. p. 759-768. (Linköping Electronic Conference Proceedings). doi: 10.3384/ecp203039

Proposing organisational usability as an enabler of organisational service design maturity

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