Addressing the Service Innovation Gap: The Case of a Fast Food Chain

Addressing the Service Innovation Gap: The Case of a Fast Food Chain


This poster reports on lessons learned from a Service Design project conducted for a Fast Food Chain in a central European country. Using the double diamond framework as underlying scaffolding, a number analysis methods and approaches for idea generation and prototyping were applied. Conceptually, it makes use of the Service Innovation Gap as referencing model, allowing to contextualise Service Design as a powerful innovation method for scalable services.

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About the Authors

Prof. Thorsten Merkle


Head of Expert Group Hospitality Management at Zurich University of Applied Sciences ZHAW, Switzerland

PhD in Business and Management
Master of Business Administration in International Management
Postgraduate Certificate in Higher Education
Commercial Pilot License CPL(A)

Dominik Knaus


Director of studies Service Innovation and Design at University of Applied Sciences of the Grisons, Switzerland

Chantal Siegrist


University of Applied Sciences of the Grisons

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