Business, Management and Accounting
6 years ago

Service designers shift focus to stakeholders, transforming service delivery strategies.

From User-Centred to Stakeholder-Oriented Service Design: Implications for the Role of Service Designers and Their Education Based on an Example from the Public Sector
Lorenz Herfurth, Kirsty Sinclair

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The article discusses how service designers are shifting their focus from just users to include all stakeholders involved in a service. The researchers studied a public-sector service design agency called FutureGov and found that designers now need to consider the organization and wider stakeholders when designing services. This change is happening because organizations are realizing the importance of user-centered design in service innovation. As service design matures, designers are now also focusing on how organizations need to change to support service delivery effectively. This shift towards stakeholder-centric design is becoming more common in various sectors, including digital and management consulting.