Content model as a tool for re-designing services at transformational level: case study of education for sustainable development
by Ksenija Kuzmina; Tracy Bhamra; Rhoda Trimingham
J. of Design Research (JDR), Vol. 16, No. 1, 2018

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.

Online publication date: Wed, 11-Apr-2018

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