The Service Experience Design Framework

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

108 Downloads (Pure)


This paper describes a Service Experience Design Framework. The paper starts by positioning the framework within the corpus of design, with a focus on practice. A rationale for emphasizing practice is given and also how the lens of ‘design doing’ potentially requires new kinds of knowledge and research outcomes. A case is then introduced relating to the design and delivery of a digital consultation service. As an example of a real-world service design for health, the case illustrates some weaknesses (and opportunities) in the current service design orthodoxy. Weaknesses in ways of working include philosophical predispositions
on the relative value of human versus technological agency, as well as issues relating to practice. Enhancements are suggested including shifting focus from largescale, ‘blue-sky’ project work to smaller, data driven service tweaks that exemplify frugality. These various strands are bought together in the final section of the paper that introduces the framework itself.
Original languageEnglish
Title of host publicationDesign4Health
Subtitle of host publicationProceedings of the 5th International Conference on Design4Health
EditorsKirsty Christer, Claire Craig, Dan Wolstenholme
ISBN (Electronic)978-1-84387-421-8
Publication statusPublished - 2018
MoE publication typeA4 Article in a conference publication
EventInternational Conference on Design4Health - Sheffield, United Kingdom
Duration: 4 Sep 20186 Sep 2018
Conference number: 5


ConferenceInternational Conference on Design4Health
Abbreviated titleDesign4Health
CountryUnited Kingdom
Internet address


  • service design
  • design frameworks
  • co-design

Fingerprint Dive into the research topics of 'The Service Experience Design Framework'. Together they form a unique fingerprint.

Cite this