You are here

Service Design Accelerator - Phase II

Award Information
Agency: Department of Defense
Branch: Air Force
Contract: FA8649-20-P-0995
Agency Tracking Number: FX20A-TCSO1-7028
Amount: $499,914.00
Phase: Phase II
Program: STTR
Solicitation Topic Code: AF20A-TCSO1
Solicitation Number: 20.A
Solicitation Year: 2020
Award Year: 2020
Award Start Date (Proposal Award Date): 2020-09-28
Award End Date (Contract End Date): 2021-09-28
Small Business Information
3 Briar Bridge Lane
Chapel Hill, NC 27516-1111
United States
DUNS: 080202677
HUBZone Owned: Yes
Woman Owned: No
Socially and Economically Disadvantaged: No
Principal Investigator
 Phoebe Espiritu
 (703) 867-1980
Business Contact
 Chris Cairns
Phone: (267) 228-1390
Research Institution
 University of California, San Diego
 Michele Morris
9500 Gilman Drive #0934
La Jolla, CA 92093-0934
United States

 (202) 510-1813
 Nonprofit College or University

Service design is an emerging, but proven discipline for transforming user experiences by designing, aligning, and optimizing an organization's operation (people, processes, technology, etc.) to better support customer journeys. During Phase I, we conducted research and determined the feasibility of using an "accelerator model" to galvanize the rapid adoption of service design across the USAF, starting with BESPIN. We also began initial development of a solution, called the Service Design Accelerator, which includes features such as an organizational readiness assessment, a tailorable capability development roadmap, hands-on training, and practitioner guides. The core objective of our Accelerator is to rapidly build up an organization’s internal service-design capacity so they can sustainably, self-sufficiently, and effectively transform user experience journeys. For Phase II, we propose conducting empirical R&D by partnering with BESPIN to apply service design to one of their customer's high-priority efforts — the USAF Weather Systems Program Office’s Support Service Center Experience Redesign Initiative. This will give us and BESPIN a deeper, experience-based understanding of how to embed service design, while at the same time delivering real-world benefits now. It will also provide lessons on how to make our Accelerator solution a commercial success.

* Information listed above is at the time of submission. *

US Flag An Official Website of the United States Government