2–5 February 2021


Long Paper

Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SME's


Presenting Author(s): Cathrine Seidelin, Stine Moeslund Sivertsen. Yvonne Dittrich
02 February 2021

Please be aware that multiple presentations will take place during this session commencing at 07:15PM AEDT and share the same zoom link. Check how presentations are clustered in the program spreadsheet when adding the calendar.

Service design (SD) is acknowledged as an approach that can help organisations to address service innovation. However, organisations are struggling to build design capabilities and develop sustainable SD cultures within the organisations. This paper focuses on this central challenge by exploring how a small and medium-sized “non-design-intensive organisation” can integrate SD both as a way to develop internal design capabilities and as an approach to service innovation. We report on an action research study in which we initiated seven SD micro cases. The findings show how our designed SD learning activities developed autonomous SD initiatives within the organisation, and thus over time fostered a sustainable SD culture in this context. Based on our findings, we conclude that organisational appropriation of SD tools and methods is crucial for an organisation’s ability to build and sustain capabilities which can foster an SD culture.

Europe (CET): 2nd February 2021 9:15 am to 10:15 am

US (EST): 2nd February 2021 3:15 am to 4:15 am

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Yvonne Dittrich
Yvonne Dittrich
IT University of Copenhagen

Dr. Yvonne Dittrich is professor in Software Engineering at the IT University of Copenhagen. Yvonne Dittrich research interest lies in the intersection between (participatory) ICT design and software engineering. She has researched use-oriented design and development of software and software development as cooperative work for more than 20 years.
Yvonne has applied empirical methods in cooperation with industrial partners and public agencies since 1997 and developed ‘Cooperative Method Development’, a research approach that combines ethnography and software process improvement. In earlier research, she also addressed the introduction of software architecture and of architecture-based quality management.

Cathrine Seidelin
Cathrine Seidelin
IT University of Copenhagen

Cathrine Seidelin is an Industrial PhD student at the IT University of Copenhagen and the Education Secretariat for Industry (Denmark). Her research aims to develop co-design methods that support domain experts to work creatively and innovatively with data.

Stine Moeslund Sivertsen
Stine Moeslund Sivertsen
Copenhagen Business School

Stine Moeslund Sivertsen is a masters student at the Copenhagen Business School, where she studies Organisational Innovation and Entrepreneurship. She works part-time is a service designer at the Education Secretariat for Industry (Denmark). Her research investigates how organisations can unfold and sustain their transformative capacities, through the use of creative methods.