Service innovation
Creates new services or transforms existing ones, combining service design with management, innovation and customer experience.
What problem it addresses
Innovating in services is different from innovating in products: what changes is how people work and how they relate to the customer.
Principles
A common language
Design, management and technology have to understand each other.
Test small
Pilots before changing the whole organization.
Inside and out
What customers see only changes if the way the organization works inside changes too.
Applications in design
Use it like this
Test the new service with real customers in a pilot.
Avoid
Launching a service without preparing the people who will deliver it.
Don’t fall for it
An innovative service the team can’t sustain won’t last.
Connections
Builds on
Related to
Authors and works
- 2014
Lucy Kimbell
Brought together research and cases on how innovative services are designed in organizations.
Sources
Secondary sources
- Kimbell, L. (2014). The service innovation handbook. BIS Publishers.
Last reviewed: