Proposing organisational usability as an enabler of organisational service design maturity

Abstract

This reflective paper proposes a research agenda that investigates and questions how and if we need to assess the service design tools and their usability in the context of organisations’ design maturity. Maps and tool in the service design toolbox are perceived as straightforward by some organisations, however for organisations with low service design maturity such tools can pose challenges in how to utilise and leverage their potential. As a direction for future studies, this research agenda sheds light on how common service design tools are affected by organisational usability and maturity.