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CSI (Centre for Service Innovation)

Publications (12)



Organizational Transformation Through Service Design: The Institutional Logics Perspective.

In this article, we provide in-depth insight into the process of adopting service design (SD) by a large service organization. We use an inductive interpretive approach and draw on rich longitudinal data collected in one of the world’s major telecommunication companies that undertook a series of SD initiatives to improve its innovation capability... Read »


Innovating for Trust

This book adopts a multidisciplinary approach to innovation, and argues that because innovation is always risky business, trust is an essential premise and outcome of successfully designing, developing and finally launching innovations. Each part of the book encompasses a different aspect of innovating for trust... Read »



KPIs for Service Design Thinking

A report exploring the possibility of developing KPI’s for Service Design in an organisation. Based upon a workshop carried out together with a major telecommunications provider, and summarising aspects of design thinking (and service design) a few suggestions for KPI’s are suggested. Further, key aspects of service design thinking are identified... Read »


Conference paper

How to Get a Leader to Talk: Tangible Objects for Strategic Conversations in Service Design

This paper presents explorative work investigating how tangible objects can assist the understanding and discussion of the strategic implications of future scenarios. The paper draws upon theory and practice from co-design; particularly from the area of collaborative workshops using gaming; objects and tangible tools... Read »