A proposed transformation service design research framework for underserved settings

Abstract

Service forms one of the major interventions to maintain and positively transform populations or an individual’s well-being. Yet, there is a limited access to essential services such as clean drinking water, food security, safe healthcare, stable electricity, and education, in underserved settings of sub-Saharan Africa. The current situation defeats the efforts toward realizing the sustainable development goals. We argue that this gap can be addressed with a transformation service design framework which sets a guideline on how to understand the issues that inhibit services or technology products required to transform people’s lives positively. We propose the addition of an introductory diamond to the original service design Double Diamond framework by the UK design council. The findings of the work are expected to improve how service designers and policy makers focus on situational inquiry process unique to the nature of service and relevant stakeholders in underserved settings of sub-Saharan Africa. The proposed framework with suggested methods is specific to underserved settings and informed by existing studies; hence, it needs to be evaluated deductively through other case studies in sub-Saharan Africa.