Proposing organisational usability as an enabler of organisational service design maturity

This reflective paper proposesa research agenda that investigatesand questions how andif we need to assess the service design tools and their usability in the context of organisations’design maturity. Maps and tool intheservice design toolbox are perceived as straightforward by some organisations, however for organisations with low service design maturitysuch tools can pose challenges in how to utilise and leverage their potential. As a direction for future studies, this research agendasheds light on howcommon servicedesign toolsareaffected by organisational usability and maturity.