Content model as a tool for re-designing services at transformational level: case study of education for sustainable development

摘要

In order for service designers to work towards transformational change within organisations, they need to be able to envision what that change looks like at an organisational level. This paper presents a case study of a content model to represent such knowledge. The model represents education for sustainable development (ESD) as a vision of a new service provided by schools to students. It draws on empirical data collected from five schools, organisational change theory and service thinking to show the service/user relationship that needs to be developed at a school level to move schools towards the provision of ESD. The model was tested with seven service designers through in-depth interviews. The findings support understanding and usability of the model in the design process as a tool for transformation but also highlight barriers that a model as a stand-alone tool presents.