Systems and Service Design and the Circular Economy

Service design in higher education: a literature review

“…Service blueprinting is a dynamic tool (Baranova, Morrison, and Mutton 2011), a service improvement methodology that identifies in great detail the instances along the journey where users and systems interact, where the pinch points in those services erupt, and utilises these opportunities to design weaknesses out of the system wherever possible. Its effectiveness stems not just from the analysis of data but from synthesis, treating the whole user and their whole experience (Weaver 2008;Bitner, Ostrom, and Burkhard 2012;Radnor et al 2014) as a means to create sustainable change (Kuzmina, Bhamra, and Triminghan 2012;Kuzmina 2014;Baloche and Brody 2017;Trimingham, Kuzmina, and Rapitsenyane 2017).…”