Comparative analysis of service design models : a literature-based exploration

Abstract

As the service sector continues to expand rapidly, the role of service design in creating customer-centric services becomes increasingly vital. This thesis conducts an in-depth review and comparative analysis of prominent service design models, including the Double Diamond, Service Blueprinting, and the Human-Centered Design Framework. Through an extensive literature review, these models are examined to understand their theoretical foundations, methodologies, and practical applications, highlighting their advantages and identifying areas for improvement.

Utilizing a systematic literature review methodology, complemented by case studies and secondary data, this study eliminates the need for new data collection. A carefully selected set of criteria and a detailed analysis framework are employed to provide a thorough understanding of how each model functions independently and in conjunction with others across various service sectors. Advanced analytical tools have supported the synthesis of complex data sets, enhancing the precision and depth of the comparative analysis.

The findings make a significant academic contribution by presenting a detailed side-by-side comparison of these service design models, thereby deepening understanding of their nuances and practical implementations. The study identifies key trends and effective strategies for implementing these models, aiding in the selection and application of appropriate service design methods.

This thesis underscores the importance of meticulous selection and application of service design models, essential for both practitioners and researchers. It contributes new insights to service design theory, addresses certain limitations of previous studies, and proposes directions for future research. This thesis aims to serve as a crucial resource for those involved in service design, seeking to enhance the flexibility and effectiveness of their services through informed methodological choices.