Title: Content model as a tool for re-designing services at transformational level: case study of education for sustainable development

Authors: Ksenija Kuzmina; Tracy Bhamra; Rhoda Trimingham

Addresses: Institute for Design Innovation, Loughborough University London, Loughborough University, 3 Lesney Avenue, The Broadcast Centre, Here East, Queen Elizabeth Olympic Park, London, E15 2GZ, UK ' Loughborough Design School, Loughborough University, Epinal Way, Loughborough, Leicestershire, LE11 3TU, UK ' Loughborough Design School, Loughborough University, Epinal Way, Loughborough, Leicestershire, LE11 3TU, UK

Abstract: In order for service designers to work towards transformational change within organisations, they need to be able to envision what that change looks like at an organisational level. This paper presents a case study of a content model to represent such knowledge. The model represents education for sustainable development (ESD) as a vision of a new service provided by schools to students. It draws on empirical data collected from five schools, organisational change theory and service thinking to show the service/user relationship that needs to be developed at a school level to move schools towards the provision of ESD. The model was tested with seven service designers through in-depth interviews. The findings support understanding and usability of the model in the design process as a tool for transformation but also highlight barriers that a model as a stand-alone tool presents.

Keywords: service design; organisational change; education for sustainable development; ESD.

DOI: 10.1504/JDR.2018.091143

Journal of Design Research, 2018 Vol.16 No.1, pp.1 - 23

Accepted: 11 Oct 2017
Published online: 11 Apr 2018 *

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