Figure 2
The diagram presents a cyclical flow from left to right and back, divided into three connected sections. The first section on the left, titled Service design responses to crises, gives the COVID-19 pandemic as an example. A circle labelled Changes in consumer behaviour lists health safety compliance, localised mobility, remote work adoption, and increased digital integration. Arrows lead to another circle titled Changes to service design, surrounded by boxes for market intelligence, management workflow, and tools and methods. This area shows that services and design interfaces are adjusted based on new behaviour patterns. The second section in the center links responses to the proactive development of service design. It shows understanding consumer behaviour during the crisis and adapting accordingly. The third section on the right is titled Service design proactive approach to crises. It includes learning from past crises, preparing for potential crises, and developing service design capabilities and resilience. Bidirectional arrows loop between all three sections, representing a continuous cycle of feedback, adaptation, and preparedness.Framework for service design’s promise in times of crisis
Source(s): Authors’ own work