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LAVRANS LØVLIE

Service solutions

2013 © Livework Studio Ltd

that make a difference

21 May 2013 Anders Kjeseth Valdersnes anders@liveworkstudio.com

Nordic Health and Welfare Innovation Arena, Stockholm 2013

Service Innovation

•  Service innovation is an activity where known products, services and processes are combined or created in new ways to create economic or perceived value.

•  An idea becomes an innovation when it’s realised in practice.

References: Schumpeter (1934), Furseth, Cuthbertson & Reynolds(2010), Hollins(1991), UK Design Council (2012), live|work (2003), Zeithaml, Parasuraman & Berry (1985)

How can that be so dif!cult?

3

“Needs”

Health system Staff Users

“Systems”

“Value”

Health system Users

“Value”

Health system Users

“Make money”

Low willingness to pay. Demanding to sell.

“Save money”

The good business case isnt’t local. It is national.

What is the solution?

10

”Technology will create more ef!cient systems”

”Technology will create more ef!cient systems”

USERS

Collaboration?

Lavrans Løvlie

Lavrans@livework.no

Lavrans Løvlie

Lavrans@livework.no

Health system Users

USERS are the

unexploited

resource

«I did not know where to start. Simply !nding my way through the welfare system almost broke me.»

Johan, cancer patient

100 questions about life, the disease and the system.

Livet

?

”Users will create more ef!cient systems”

Where do we start?

22

 Move money around  Add technology  Invest in clinical innovation  Gather more research  Re-organise  We don’t know, so we will hire some more consultants…

Fix the low-hanging fruit

•  Reduce waiting •  Improve phone services •  Help people make appointments •  Better introductions for patients •  Well-informed hand-overs •  Staff that actively listen •  Service-minded reception desks …and many more

2014

2013 © Livework Studio Ltd

Thank you!

Lavrans Løvlie

lavrans@livework.no

+47 920 82 371

Twitter: @lavranslovlie

www.livework.co.uk

S E R V I C E D E S I G N From Insight to Implementationb y A N DY P OL A IN E , L AV R A N S LØ V LIE ,a n d BE N R E A S ON fo r e w o r d b y J o h n Tha c k a ra

Service Design is an eminently practical guide to designing services that

work for people. It offers powerful insights, methods, and case studies to

help you design, implement, and measure multichannel service experi-

ences with greater impact for customers, businesses, and society.“For anyone making the journey into the world of service design, this book, informed by its authors’

hard-won knowledge and field experience, should be your first stop.”

JESSE JAMES GARRETTAuthor of The Elements of User Experience“A great introduction to service design by people who shaped this approach from its early years on.”

MARC STICKDORNEditor and Co-Author of This Is Service Design Thinking“An easy-to-read introduction to service design, with great examples from one of the world’s leading

service design agencies. A ‘must read’ for anyone who wants to become familiar with service design

in theory, methods, and practice!”PROF. BIRGIT MAGERPresident, Service Design Network gGmbH“There’s no better way to learn about service design than from those who have built it from the

ground up.”MARK HUNTER Chief Design Officer, Design Council (UK)

Cover Illustration by Lotta Nieminen

www.rosenfeldmedia.comMORE ON SERVICE DESIGNwww.rosenfeldmedia.com/books/ser vice-design/

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VICE

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SIGN

by POLAIN

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Polaine, Løvlie & Reason"Service Design!From Insight to Implementation