Services Design and Management in Digital Higher Education

Across higher education systems worldwide, the pressure to deliver high-quality learning experiences through digital channels has intensified to the point where service design can no longer be treated as an afterthought to curriculum or technology strategy. This chapter argues that service design and management — understood as the disciplined, human-centred orchestration of institutional processes, technologies, and relationships — offer higher education institutions a coherent framework for navigating digital transformation without sacrificing pedagogical quality or student equity. Drawing on service ecosystem theory, adapted service quality measurement, design thinking, and digital humanities scholarship, the analysis proposes an Integrated Service Design Framework structured around six interconnected institutional domains.

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