In the context of increasing disaster impacts, improving public emergency services becomes essential for protecting communities. This research aims to understand how Service Design (SD) can make meaningful contributions to Emergency Management (EM). EM is shifting from a risk-based focus to a resilience-oriented approach, with communities at its core. SD, even if lacking practical frameworks in EM, has the potential to facilitate this shift, as its human-centered and collaborative principles help to engage stakeholders, while its holistic view enhances resilience. To strengthen SD in this field, the contribution combines a systematic review, leading to a framework, with a research project on SD for EM during blackout. The framework of SD capacities in EM proved useful for project planning and evaluation, particularly for understanding contexts, stakeholders’ needs and journeys, envisioning value, and training; however, it lacks a practical foundation for the strategic role of SD.
Ershova et al. (2026) studied this question.