Systematic Service Innovation in Organizations: EDCI--A Template for Human-Centered Design of E-Services

This article introduces the EDCI template for human-centered design of e-services, which we developed in five iterations over five years. The template contains two dimensions (conceptual vs. real world and problem finding vs. solution development), yielding four phases of e-service design: 1) Explore, 2) Discover, 3) Concept and design, and 4) Implement and assess. Examples and reflections from applying EDCI in numerous action learning projects are provided. A single instantiation of the EDCI template to a specific e-service (environmental information management) is described. The primary contributions of this article are to introduce the EDCI e-service design template, demonstrate its usefulness in a learning context, illustrate its value within a specific real-world setting, and suggest how it might provide the early stages for a full e-service design theory.