Outside‐in service design Available to Purchase

The authors question the traditional approach to service design, which merely leads to model replication. In order to design a service effectively for a local community this article identifies a need for ‘outside‐in’ service design to truly reflect the needs and environment of a particular community. Using the example of volunteering projects, the authors identify nine key factors that impact on the effective implementation of projects and suggest that consideration of these should form a template for other outside‐in analyses by leaders. The authors pose a series of questions that leaders can apply to their own settings in order to explore the issues raised in this article.