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Content model as a tool for re-designing services at transformational level: case study of Education for Sustainable Development (ESD)

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journal contribution
posted on 01.12.2017, 09:49 by Ksenija Kuzmina, Tracy Bhamra, Rhoda Trimingham
Service Designers have been working in organisations at a transformational level using tools and methods that primarily focus on the needs of the individuals. Change theories suggest that for transformational change to take place in organisations, change in individuals needs to happen in relation to change at organisational level. Thus service designers need knowledge that enables them to envision what change may look like at an organisational level. This paper presents a case study of a content model that was developed as part of the design research 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. Wider issues in relation to service designers engaging with transformational change within schools are also discussed.
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School

  • Loughborough University London

Published in

Journal of Design Research

Volume

16

Issue

1

Citation

KUZMINA, K., BHAMRA, T.A. and TRIMINGHAM, R.L., 2017. Content model as a tool for re-designing services at transformational level: case study of Education for Sustainable Development (ESD). Journal of Design Research, 16(1), pp. 1-23.

Publisher

© Inderscience

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Acceptance date

11/10/2017

Publication date

2018-04-05

Notes

This paper was accepted for publication in the journal Journal of Design Research and the definitive published version is available at http://doi.org/10.1504/JDR.2018.10012175

ISSN

1748-3050

eISSN

1569-1551

Language

en

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