This chapter explores how Research Infrastructures (RIs) can improve the design and delivery of services they offer to diverse user communities. Adopting a service management perspective, it outlines a structured approach for analysing service processes, identifying weaknesses, and implementing effective redesign strategies. Drawing on examples from RI services, the chapter illustrates how gaps emerge in service provision and how redesign strategies can address them. Emphasizing user-centred design, it highlights the importance of understanding user needs and managing interactions across both standardized and customized services.
Trivellato, B., Mariani, L. (2026). Service Design in Research Infrastructures. In E. Guarini, M. Pasterk, M. Lavitrano (a cura di), Research Infrastructure Management Governance, Strategy Development, and Operations (pp. 159-174). Springer Nature [10.1007/978-3-032-20373-1_8].
Service Design in Research Infrastructures
Trivellato B.
;
2026
Abstract
This chapter explores how Research Infrastructures (RIs) can improve the design and delivery of services they offer to diverse user communities. Adopting a service management perspective, it outlines a structured approach for analysing service processes, identifying weaknesses, and implementing effective redesign strategies. Drawing on examples from RI services, the chapter illustrates how gaps emerge in service provision and how redesign strategies can address them. Emphasizing user-centred design, it highlights the importance of understanding user needs and managing interactions across both standardized and customized services.
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