Conference article

Service design principles for organizational well-being: Improving the employee experience through design thinking

Fabiola Bertolotti
Department of Engineering Science and Methods, University of Modena and Reggio Emilia, Italy

Marco Di Norcia
Department of Engineering Science and Methods, University of Modena and Reggio Emilia, Italy

Matteo Vignoli
Department of Engineering Science and Methods, University of Modena and Reggio Emilia, Italy

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Published in: ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy

Linköping Electronic Conference Proceedings 150:62, s. 736-750

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Published: 2018-07-05

ISBN: 978-91-7685-237-8

ISSN: 1650-3686 (print), 1650-3740 (online)

Abstract

The aim of this paper is to link Service Design to organizational well-being and propose a set of design principles that can be adopted by both designers and managers responsible for the design of organizational services that aim at improving employees’ well-being. Through a qualitative study, we conducted a cross-context analysis of well-being initiatives developed in three companies operating in different industries. By applying a science-based design perspective approach, we were able to derive a set of seven design principles. We highlight the importance of including these principles in the process of designing services in organizational contexts using Design Thinking, in particular services oriented to employees’ well-being, as well as considering their application in broader contexts in which services may play a crucial role.

Keywords

service design, design thinking, organizational wellbeing, employee experience

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