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LAVRANS LØVLIE
Service solutions
2013 © Livework Studio Ltd
that make a difference
21 May 2013 Anders Kjeseth Valdersnes [email protected]
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?
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
+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/
SER
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by POLAIN
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Polaine, Løvlie & Reason"Service Design!From Insight to Implementation
