Customize the service design process: From the perspective of evaluating stakeholder engagement

Abstract

Service design principles are an important measure to guide service designers to achieve a favorable service design process. Timely evaluation and improvement of the design process are essential to avoid risks and failures promptly and efficiently. Stakeholders, as a critical element in human- centred and collaborative service design, and their values need to be discussed. Through the recognition of the importance of different stakeholders, proper stakeholder engagement can be planned and implemented. Clarifying the internal relationship between stakeholder participation and the service design process, enables service designers to determine measurement criteria for decision-making during the planning of the service design process, from the perspective of stakeholder participation. Especially in a design context where there are many restrictions, guidance is urgently needed to adjust the service design process properly. This study reflects the interaction between the acknowledgment of the value of stakeholder participation and the customization of the service design process.