Service Design Thinks Dublin 12th May 2010 | Keith Finglas
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Transcript of Service Design Thinks Dublin 12th May 2010 | Keith Finglas
by
Innovation Delivery Ltd.
4 Apr 2009
Services Innovation
at UCD
1.What it looks like?
2.What is it?
3.Activities
4.Q & A
4 Apr 2009
Agenda
Product, Service,
Supply/Demand Chain,
OrganisationExamples
user IaD customer experience
touchpoint design
physical prototyping conceptual prototyping
BOM service delivery blueprint
product platforms IT platforms
production planning service delivery training
pricing models business models
product service/organisation
In product and service projects?
Understand and Observe Storytelling and Distillation
Stretch ideas into concepts Prototype interactions
Get early feedback Get stakeholder feedbackPrototype concepts
Example
Team Finance:
Improving an existing
service
Brainstorm
Understand and Observe Storytell and Distill
Stretch ideas into concepts Prototype
Brainstorm
Get stakeholder feedback
Example
Team
Medical:
Servitisation
Understand and Observe
Brainstorm Prototype
Get feedbackPrototype
Example
Team International
Palate:
New Service Concept
4 Apr 2009
What is Innovation? US Gov’t :
The design, invention, development and/or implementation of
new or altered products,services, processes, systems, organizationalstructures, or business models for the purpose of
creating new value for customers and
financial returns for the firm.
Design something new
Execute it
Get significant value for customers and the firm
1
2
3
Basic cycle
inspire
ideas
prototype
distill
prioritise
evaluate
Innovation or Design CycleDESIGN-THINKING MODEL
1
2
3In a program
1
2
3
businessconcept features interactions
1
2
31
2
31
23
design implement
Innovation or Design Cycle
WITHIN DEVELOPMENT
1
23
1
23
1
23
1
2
3
PathsTo
Innovation
Paths to Innovation?
Create a strategy mapRun an innovation project
Embed innovation systems in your organisation
Activities?
Research:Joint research team (UCD/NUIM) on Services Innovation, supporting ongoing projects, courses
Executive Education:1.2-day course, 1st. Dec 20092.Diploma starts Sep 2010
Activities? Students Content1. Innovation Management and
Leadership2. Innovation Techniques
Activities? Student Programme Numbers:
2004 one hour, 20 students: SEA
2007/08, 60 hours08/09 170 undergraduates (open)
20 Masters students (SEA)
2010/11 120 hours EMPS,FSVM,CS 450 undergraduates
50 Masters students 50 Ph.D. candidates
Activities? Research Roadmap Topics:1. The innovation process2. Innovation strategy3. Project portfolio management4. Organising for innovation5. Service process design6. Service delivery/supply chains 7. Services marketing8. Sustainability
design affects outcome.
Q & A