The strategic design in the service sector
Impact on the micro and SMEs service companies
- Name
- Teresa Serpa
- Year
- 2018
- Institution
- Lisbon School of Architecture Universidade de Lisboa
- Supervisors
- Fernando Moreira da Silva
- Discipline
- Design
- Scope
- Strategic Design
- Taxonomy
- Praxiology
- Type
- Theoretical
- Language
- English
- Wordcount / Pagecount
- 119,350 / 341
- Joint supervision
- No
Strategic design in the service sector
Research Process (7 methods)
x
Professional designers and managers
Design academics and designers
Micro and SME service companies
Knowledgement management tool for micro and SMEs
Designers and businessmen
Knowledgement management tool for micro and SMEs
| # | Name of Method | Research Phase | Research Approach | Researcher Role | Object of Study / Participants | N |
|---|---|---|---|---|---|---|
| 1 | Literature review | Exploratory | Qualitative | x | x | x |
| 2 | Questionnaire | Exploratory | Qualitative | x | Professional designers and managers | 50 |
| 3 | Questionnaire | Exploratory | Qualitative | x | Design academics and designers | unspecified |
| 4 | Document analysis | Generative | Both | x | Micro and SME service companies | 50 |
| 5 | Tool development | Generative | Qualitative | x | Knowledgement management tool for micro and SMEs | 1 |
| 6 | Interview | Evaluative | Qualitative | x | Designers and businessmen | 8 |
| 7 | Tool development | Generative | Qualitative | x | Knowledgement management tool for micro and SMEs | 1 |
Knowledge Transfer & Exchange
Knowledge Exchange (PhD Process): Produced with input
| IK&T | Academia | Design Practice | Society |
|---|---|---|---|
| Context | No | No | No |
| Vision | No | Yes | Yes |
| Means | No | No | No |
Recommendations (6)
Translate the Athena Design & Company Model into an easy-access digital tool with portrait, diagnosis, and scenario-simulation modes, plus visual and numerical outputs for company decision support.
- Scope:
- Meso → Macro
- Time Horizon:
- Medium
- Evidence Strength:
- Indicative
- Feasibility:
- Medium-High
Develop the tool through an iterative, user-centred pilot pathway: begin with a generic version, test it with a company association and a small group of selected firms, refine it, and repeat.
- Scope:
- Meso
- Time Horizon:
- Medium
- Evidence Strength:
- Indicative
- Feasibility:
- High
Assemble a multidisciplinary development team covering marketing/sales, finance, HR, ICT/production, UX/design, and innovation/R&D to turn the model into a practical tool.
- Scope:
- Meso
- Time Horizon:
- Short → Medium
- Evidence Strength:
- Indicative
- Feasibility:
- Medium-High
Develop derivative versions of the Athena model—such as mathematical, more detailed, or more sector-specific variants—and adapt communication artifacts to different audiences and purposes.
- Scope:
- Meso → Macro
- Time Horizon:
- Medium → Long
- Evidence Strength:
- Exploratory → Indicative
- Feasibility:
- Medium
Integrate insolvency-prediction ratios and scenario-planning functions into the tool so companies can anticipate declining stages, test alternatives, and take preventive decisions.
- Scope:
- Meso
- Time Horizon:
- Medium
- Evidence Strength:
- Indicative
- Feasibility:
- Medium
Disseminate the model through education, training, and design-literacy programs for entrepreneurs, SMEs, and knowledge centers, using clear, inclusive, and audience-adapted communication.
- Scope:
- Macro
- Time Horizon:
- Short → Medium
- Evidence Strength:
- Indicative
- Feasibility:
- High