▴
A service design leadership framework
for shaping service innovations at the front
end of innovation processes. Service design
leadership aims to shape service innovati-
ons by an integrative approach exploiting
the framework’s elements and their dyna-
mic relationships with one another. Togeth-
er, the synthesis of these elements informs
and influences the leadership approach
and capacity to shape service innovations.
▾
Flytoget – The Airport Express Train. The
illustrations show selected touch-points
of the service journey before, during, and
after making use of the transportation ser-
vice. Various design disciplines that contri-
bute to the intended customer experience
are specified at each touch-point.
