Figure 1
The diagram outlines service design, S D, responses to crises, specifically referencing the COVID-19 pandemic. In the central area, it lists changes in consumer behavior, identifying factors like health safety compliance, localized mobility, remote work adoption, and increased digital integration. Surrounding this core, it showcases adjusted services and design interfaces that were implemented during the crisis, emphasising an understanding of consumer behavior and its changes. To the right, the proactive approach to crises is illustrated with three key components: learning from past crises, developing S D capabilities and resilience for future crises, and preparing for potential crises. Connecting these elements are arrows depicting the flow and relationships between them, indicating a cohesive strategy.Examples of service design adaptation to consumer behaviour changes during the COVID-19 pandemic
Source(s): Authors’ own work