ABSTRACT
This chapter investigates the relationship between service and systems-oriented design through a mingled scoping and systematic literature review (SSLR). Both have much in common, and lately service design has adopted systems perspectives to tackle larger societal challenges that emerge in services. We employed thematic analysis to identify co-occurring consistent themes. The aim was to explore overlapping areas between service and systems-oriented design. The SSLR results were also exposed and discussed in two focus groups with experts in the field. Results show that both have much in common but also areas that are different. This chapter also discusses future research areas and suggests systems-oriented service design as a perspective to tackle complexities and wicked problems in services both in the public and private sector.
