This book provides a language and practical concepts to help readers start brining these approaches into their own organizations. Itís aimed at people studying or working in contexts trying to tackle complex challenges through service innovation, who might come from backgrounds in design, user research, IT, management, policy or entrepreneurship.
Examples come from big firms such as Google, Microsoft, Barclays and Capita as well as start-ups, small businesses, social innovation and policy contexts. Examples include Airbnb, the Danish prison and probation service, Kaiser Permanente, churn in mobile phone customers, voter registration, high end car servicing and the Frugal Digital initiative. Each chapter combines academic research from several fields to help readers make sense of why organizations design innovative services, and what is involved in doing this.
The book helps readers understand how designing innovative services is distinct from other kinds of innovation and designing. It also outlines the key activities they can undertake at an early stage of an innovation process that support collective action when ambiguity is high, the impact of changes is significant and investment is low.
Illustrated and designed by Andrew Boag, the book makes complex ideas accessible, making it a practical resource for managers, designers, technologists and entrepreneurs.
Filed under: airbnb, case studies, agile, public services, visualization, mapping, ecosystems, experience, behaviour, persona, storyboard, methods, theory, lego, cultural probes.
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