Service design and human resource consulting: An integrated vision

Valentina Auricchio
6zero5, Italy

Martina Rossi
Department of Design, Politecnico di Milano, Italy

Giovanna Dezza
MIDA, Italy

Pierpaolo Peretti Griva
MIDA, Italy

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

Linköping Electronic Conference Proceedings 150:32, s. 401-413

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Publicerad: 2018-07-05

ISBN: 978-91-7685-237-8

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


When talking about service design people still tend to perceive it as something new, although the international debate in research and education fields is far beyond maturity. In fact, in the professional world and in education, we are witnessing three important pushes: service design tools are becoming valuable also for other professions; designers are searching for other skills in order to face the complexity of contexts; user experience approaches are becoming fundamental for organizational transformation. In particular, this paper addresses these three issues by analysing the intersection between service design and HR consulting. Both professions are involved in strategic projects that support businesses facing change: from the design point of view through developing new services and from the HR consulting point of view through enabling people to engage in change. The paper describes how these two professions meet and how this encounter can facilitate business transformation processes through collaboration experiences.


HR consulting, service design, business and cultural transformation processes.


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