Measuring the impact of design, service design and design thinking in organizations on different maturity levels

Tua Björklund, Pia Hannukainen, Tuomas Manninen

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

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While there is increasing interest in design, isolating its effects in compound results is challenging. Indeed, several studies point to practitioners struggling in finding appropriate metrics for their needs. We review extant design, service design and design thinking literature, mapping metrics to the different levels of design utilization in organizations suggested by the Danish Design Ladder. Our mapping reveals a particularly pronounced lack in appropriate measures at the final level of design as strategy. Furthermore, we identified extant metrics to reflect two groups of external evaluations – market and customer reactions – and four groups of internal evaluations of outcomes and operations. Moving on to more extensive or mature levels in design utilization, the emphasis on and variety of internal metrics were found to increase. Our illustrative case study of measuring design outcomes at OP Financial Group suggests this may be due to a shift in the aim of measurement from overall legitimatization to more nuanced development.
Original languageEnglish
Title of host publicationProceedings of the ServDes2018 Conference
EditorsAnna Meroni, Ana María Ospina Medina, Beatrice Villari
Number of pages12
ISBN (Electronic)978-91-7685-237-8
Publication statusPublished - 2018
MoE publication typeA4 Article in a conference publication
EventService Design and Service Innovation Conference - Politecnico di Milano, Milan, Italy
Duration: 18 Jun 201820 Jun 2018

Publication series

NameLinköping Electronic Conference Proceedings
PublisherLinköping University Electronic Press
ISSN (Print)1650-3686
ISSN (Electronic)1650-3740


ConferenceService Design and Service Innovation Conference
Abbreviated titleServDes
Internet address


  • design
  • design thinking
  • service design
  • metrics
  • design utilization
  • organizational maturity
  • legitimatization
  • development
  • The Design Ladder


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