Structuring service design methods: The MO Mapping Framework

Abstract

While service design methods have become increasingly diverse, existing method systems remain fragmented, lacking structural clarity and effective guidance for selection and integration. This study used the systematic literature review (SLR) approach to screen and analyse 102 articles on service design methods. The complexity of these methods offers insights for constructing their inductive framework. In response, we propose the MO Mapping Framework, which organizes service design methods by their Modular hierarchy and design Objectives. A case study in elderly care illustrates how the framework enables structured induction, comparison, and integration of methods by mapping them to both system levels and process stages. It enhances theoretical coherence by providing a unified view of method diversity and supports practical application through visualization, traceability, and adaptability. In general, the MO Mapping Framework supports the management of complexity and the development of more systematic and scalable service design method ecosystem.