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. The report concludes that there are many aspects of Service Design Thinking that cannot be measured in performance terms, but rather in terms of competences achieved and used within an organisation.
Clatworthy, S. (Ed.)., (2016). KPIs for Service Design Thinking. AHO Available: https://www.academia.edu/26409495/KPIs_for_Service_Design_Thinking