Dissertations / Theses on the topic 'Service design innovation'
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Liang, Liang. "The impact of innovation networks on service design." Thesis, University of Exeter, 2016. http://hdl.handle.net/10871/28036.
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Innovation networks are not only about connections, but also dynamics, structures and influences. This research focuses on these three new aspects of innovation networks. The results of this research show that innovation networks have regularities in their dynamics, structures and influences. In the conclusion, these regularities are presented in the network snapshots and regression modelling. This research makes contributions in improving the understanding about how service innovation is created.
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Bieg, Melanie, and Mathilde Helgesson. "The role of innovation resistance in the design of service innovations : A study on shared mobility services." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-387835.
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According to innovation literature, between 50% and 90% of innovations fail. An explanation for failing innovations is offered by scholars in the field of innovation resistance, who argue that it is more relevant to pay attention to the reasons why consumers reject an innovation, rather than learning about their motivations to adopt a new product or service. At the same time, previous marketing literature has devoted little attention towards design, despite its strategic importance and its role as a driver of innovation and competitive advantage. The purpose of this study was to investigate how companies perceive innovation resistance towards service innovations and how it is reflected in the service design. The major takeaways in this study revealed that companies were aware of all the barriers, except for social risk and perceived security risk. Furthermore, companies made most service design adaptations based on the usage and value barrier both prior and post launch. Also, although the tradition and norm barrier and image barrier were considered critical for an innovation’s success, companies did not change the service design accordingly. Finally, it was revealed that companies followed a hybrid approach of innovation, where more of a design-driven innovation strategy was used to generate innovation ideas and a user-centered approach was applied by involving consumers in pilot studies and listening to the consumer voices post launch.
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Wong, Regan (Regan A. ). "Patterns of innovation in service industries." Thesis, Massachusetts Institute of Technology, 2007. http://hdl.handle.net/1721.1/42376.
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Thesis (S.M.)--Massachusetts Institute of Technology, System Design and Management Program, 2007.Includes bibliographical references (p. 81-83).
Over the years, scholars studying technology-based innovation have uncovered patterns of success and failure. Many of the lessons learned from these observations can serve as powerful guidelines for leaders of industry as they guide their firms into new markets or help defend against emerging challengers. Most of the studies to date, however, have been based on research in manufactured product industries, while relatively little has been done to understand technology and innovation in service industries. The initial motivation behind this thesis was to interpret established principles of innovation in the context of services-based industries. In proposing this topic, I assumed that certain aspects of product-based principles also describe patterns in service industries. My research revealed that some principles apply to both sectors. Others need to be extended. Still others apply selectively, depending on the nature of the service that is being examined. In the process of synthesizing the lessons learned from my literature review and the case studies I examined, Professor James Utterback pointed me to the convergence of product and services and the role of product platforms in this paradigm. What emerged was the idea of a technology delivery platform and throughout the latter parts of this thesis, I explore different implications of this concept.
by Regan Wong.
S.M.
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Wang, Tianyi. "International students’ stress : Innovation for health-care service." Thesis, Linnéuniversitetet, Institutionen för design (DE), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-76296.
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With the trend of increasing international academic exchange, the number of international students in Sweden continues to expand over years. The stress faced by international students has attracted more and more attention from university organizations and the society. This project takes the current mental health-care service for international students at Linnaeus University as the research object. Based on the participatory design and service design theory, challenges faced by the international student health-care service system and improvement opportunities were investigated through a stakeholder map, semi-structured interviews, observations, questionnaires and co-creation workshops among other methods. By introducing participatory design into the development process, an improved mental health-care service system with integrated online and offline information is presented as an example for universities’ organizations for improving the mental health-care service for international students.
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Venkatraman, Rajagopal. "Role of design service firms in product innovation." Digital WPI, 2006. https://digitalcommons.wpi.edu/etd-theses/4.
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This thesis examines how the services of design firms, which belong to the category of service sector called Knowledge Intensive Business Services (KIBS), contribute to the innovation in the product firms. In this study, I have examined the role played by the design firm IDEO, in the product innovation of a start-up technology firm, a matured technology firm and a matured consumer product firm. The services provided by IDEO satisfy different needs of the product firms in their product innovation. The services of the design firm is useful in showcasing the technology to attract more funding for the startup technology firms and in licensing the new technology to other established firms. For established firms with a strong focus in technology research, the services of the design firms, which have the expertise in the user knowledge, is useful in balancing exploration and exploitation of their technical knowledge. For a firm whose origin is in contract manufacturing, the services of the design firms is useful in its movement upstream along the value chain in establishing its own brand identity in the end. In this study, I have also observed that the design firms carry out research experiments to explore knowledge in the user domain and to understand new technology. With the increase in the knowledge of the design firms, product firms increase their collaboration with the design firms for product innovation.
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Venkatraman, Rajagopal. "Role of design service firms in product innovation." Link to electronic thesis, 2005. http://www.wpi.edu/Pubs/ETD/Available/etd-010406-181802/.
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Espinosa, Vasconcelos Fernando (Francisco Fernando). "An exploration of architectural innovation in professional service firms." Thesis, Massachusetts Institute of Technology, 2007. http://hdl.handle.net/1721.1/42353.
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Thesis (S.M.)--Massachusetts Institute of Technology, System Design and Management Program, 2007.Includes bibliographical references (leaves 103-105).
Architectural innovation is achieved using architectural knowledge to reconfigure an established system to link together components in a new way that provides a competitive advantage. Components in professional service firms are the expertise areas in which the firms have developed proficiency or those in which they plan to develop it. Competitive advantage in professional service firms is related to the capacity of the firm to add continuing value to a dynamic set of clients and to itself. In order to add value, professional service firms, being knowledge intensive, must develop capabilities that enhance the knowledge capital they possess, which is valuable to both its clients and to the professionals they employ. This knowledge capital can be classified into Human Knowledge, Relational Knowledge and Structural Knowledge. The first two types are comprised mainly of tacit knowledge, while the third one consists of explicit knowledge. Architectural innovation modes result from the reconfiguration of these knowledge types in ways that enhance the value creation processes of professional service firms. This work explores the ways professional services firms achieve these reconfigurations and offers insights into the key characteristics of successful practices.
by Fernando Espinosa Vasconcelos.
S.M.
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Nee, Nancy Y. "DO YOU HAVE THE “S” FACTOR FOR SERVICE INNOVATION? HOW STEWARDSHIP CONTRIBUTES TO SERVICE INNOVATION CAPABILITIES IN SERVICE-DOMINANT LOGIC." Case Western Reserve University School of Graduate Studies / OhioLINK, 2020. http://rave.ohiolink.edu/etdc/view?acc_num=case1585250275019877.
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Engström, Jon. "Patient involvement and service innovation in healthcare." Doctoral thesis, Linköpings universitet, Kvalitetsteknik, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-106661.
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This thesis adds to a stream of research suggesting that healthcare can be more patient centered and efficient by redefining the role of the patient from a passive receiver to a more active and collaborative participant. This may relate to healthcare provision (Anderson and Funnell, 2005; Berry and Bendapudi, 2007; Bitner and Brown, 2008; McColl-Kennedy et al., 2012; Nordgren, 2008) and innovation (Bate and Robert, 2006; Groene et al., 2009; Longtin et al., 2010). Through research initiative containing four healthcare units and 68 patients, the present thesis combines healthcare research (e.g., Anderson and Funnell, 2005; Nelson et al., 2002) with service research (e.g., Grönroos, 2006; Vargo and Lusch, 2008, 2004) to explore three aspects of patient involvement and service innovation. Firstly, the concept of patient involvement itself is investigated through an extensive literature review of empirical research on patient involvement. A model describing the antecedents, forms and consequences of patient involvement is proposed. What value is, and how patients can co-create value is discussed from the perspectives of healthcare research and service management thought. Secondly, the thesis proposes a diary-based methodology for involving patients in service innovation. My colleagues and I developed the methodology in collaboration with the participating care providers and applied it in practice. We used the experiences we gained from the project and the contributions from the patients to examine the opportunities for user involvement in service innovation. The participants contributed with ideas and insights stemming from their experiences in their contact with healthcare and other resources. We suggest the following three ways of learning from the collected data: As ideas for improvements; through summary reports to illustrate other quantitative data; and as narratives to promote change. Thirdly, the thesis explores patients’ motivations to participate in service innovation, a hitherto unexplored field. Through an analysis of patients’ contributions and interviews with participants we found that there are a number of factors that motivate patients to participate and that participation is perceived as a social- and meaningladen event. Patients derive psychological well-being and support from participation, but disease was sometimes a barrier to participation. This thesis elaborates on how the most motivated users can be involved in service innovation, applying thinking from the lead-user methodology to a healthcare setting. Overall, the thesis explores patient involvement from new perspectives and, by doing so, adds to our collective efforts to improve healthcare.Denna avhandling syftar till en mer patientcentrerad och effektiv sjukvård. Den bidrar till en strömning inom forskningen som menar att sjukvården kan förbättras genom en omdefiniering av patientrollen – från en roll som passiv mottagare till aktiv, samskapande aktör. Patienten kan ses som en resurs både i utförande av vården (Anderson and Funnell, 2005; Berry and Bendapudi, 2007; Bitner and Brown, 2008; McColl-Kennedy et al., 2012; Nordgren, 2008) och inom utveckling och innovation (Bate and Robert, 2006; Groene et al., 2009; Longtin et al., 2010). Avhandlingen kombinerar sjukvårdsforskning (Anderson and Funnell, 2005; Nelson et al., 2002) med tjänsteforskning (Grönroos, 2006; Vargo and Lusch, 2008, 2004) i en forskningsansats som innefattar fyra vårdenheter och 68 patienter. Den utforskar tre aspekter av patientinvolvering och tjänsteinnovation. För det första undersöks konceptet patientinvolvering genom en omfattande litteraturöversikt av den empiriska forskningen på området. Översikten leder till en konceptuell modell för att beskriva patientinvolvering: vad dess förutsättningar är, vilka former av patientinvolvering som finns och vad patientinvolvering leder till. Avhandlingen diskuterar även begreppet värde och hur patienter kan samskapa värde, utifrån perspektiv inom vårdforskning och tjänsteforskning. För det andra föreslår avhandlingen en dagboksbaserad metod för att involvera patienter i tjänsteinnovation. Deltagande patienter skriver i denna metod ner sina ner sina idéer och upplevelser varje dag under två veckors tid. Mina kollegor och jag utvecklade metoden i samarbete med personal från de deltagande vårdenheterna och applicerade den på praktiken. Erfarenheterna från projektet och de deltagande patienternas bidrag användes för att utforska möjligheterna med patientinvolvering i utvecklingen av vården. Vi föreslår tre sätt att lära sig från det insamlade materialet: som direkta idéer till förbättringar; summerat till rapporter för att ge kvalitativ förståelse av andra kvantitativa mätningar; och enskilda patienters berättelser kan användas för att förmedla patientperspektivet i organisationen och mana till förändring. För det tredje undersöker avhandlingen patienters motivation att bidra till tjänsteinnovation, ett hittills outforskat område. Genom en analys av patienters bidrag och genom intervjuer med deltagare finner vi att patienter motiveras att delta av en rad olika anledningar, från ett behov av upprättelse till en glädje av att utföra aktiviteten. Deltagandet uppfattas som en social och meningsfull händelse. Patienter upplever psykiskt välbefinnande och stöd genom att delta, även om sjukdom kan vara ett hinder i deltagandet. Avhandlingen undersöker även hur de allra mest motiverade patienterna kan identifieras och inkluderas i tjänsteinnovation, detta inspirerat av lead user-metoden (von Hippel, 1986). Sammantaget utforskar avhandlingen patientinvolvering och tjänsteinnovation från nya perspektiv och bidrar därmed till våra gemensamma ansträngningar för att förbättra vården och patienters välbefinnande.
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Davis, Kara, Pinar Öncel, and Qingqing Yang. "An Innovation Approach for Sustainable Product and Product-Service System Development." Thesis, Blekinge Tekniska Högskola, Sektionen för ingenjörsvetenskap, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-2023.
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This thesis investigates the potential of User-Centered Design (UCD) and Agile to support Strategic Sustainable Development (SSD) practice in product and product-service system (PSS) design. UCD tools and concepts are used to support stakeholder and needs research. Agile provides process support for collaboration and resilience. SSD tools and concepts are used to define and work within the system boundaries for sustainability. All three practices are combined in an innovation approach that supports collaborative and cross-functional design teams as they develop products and PSS. Design teams using this approach will work to satisfy the needs of customers while considering the needs of all non-customer stakeholders and the ecosphere. The full-systems context emphasized in the approach will support innovation and encourage design teams to consider services as complements to, or substitutes for, physical products.
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Mazzarella, Francesco. "Crafting situated services : meaningful design for social innovation with textile artisan communities." Thesis, Loughborough University, 2018. https://dspace.lboro.ac.uk/2134/33528.
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The mainstream ecosystem has proven unsustainable in terms of livelihood, environmental stewardship, cultural heritage, and social equality. To alleviate these problems, a range of top-down strategies has been deployed, but they are often ineffective in addressing the specific needs and aspirations of diverse contexts. On the other hand, bottom-up initiatives started by communities also face organisational and resource limitations that prevent them from becoming resilient. Within this context, service design for social innovation has become a well-established human-centred, strategic and systemic approach to tackling such challenges. However, designers have put much emphasis on the use of fixed toolkits that result in one-size-fits-all outputs. Instead, this thesis argues for a more situated and embedded approach to service design. With this in mind, the aim of the research was to explore new roles, purposes and methods the service designer can adopt to activate communities to transition towards a more sustainable future. For this purpose, participatory case studies were undertaken with two textile artisan communities (in Nottingham, UK, and Cape Town, South Africa), chosen as relevant cases of design, production and consumption. As a result of both cases, the designer activated the artisans, previously working in an isolated and precarious condition, to become a community and outline a situated service proposition that embeds a shared vision for a sustainable future. Building on emerging anthropological approaches to service design, the thesis contributes an original methodological framework, which equips the service designer with cultural sensibility when entering communities, aiding in making sense of sustainable futures, facilitating the co-design of situated services and activating local legacies. In this, the investigation evidenced the diverse roles - cultural insider, storyteller, sensemaker, facilitator, and activist - the service designer can play throughout a social innovation process. Furthermore, the thesis emphasised that the mastery of the designer lies in the skill of tailoring his/her approach to specific contexts in order to craft situated services that are meaningful to the communities using them.
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Gao, Bin. "Implementation of design thinking for collaborative service innovation in SMEs : a knowledge perspective." Thesis, University of Glasgow, 2019. http://theses.gla.ac.uk/30903/.
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Innovation is a key socio-economic motivator (Laforet, 2012; Kurz, 2012). Recent studies have revealed the global innovative potential of small and medium-sized enterprises (SMEs) (Wymenga et al.; 2012, Muller, 2015). Contemporary studies suggest that, despite the role played by innovation in enabling SMEs to survive and thrive, they have been hindered by inadequate, in particular, physical resources, such as funds and technology (Laforet and Tann, 2006; Laforet, 2009). Lusch and Vargo (2008) argue that Service Dominant Logic (SDL) provides a new means of looking at value, one which emphasises that it is co-created by users and providers. Within this logic, attention focuses on service innovation, on the assumption that conventional definitions of innovation, which derive from product/ technical perspectives, do not fully explain the phenomena, particularly in SMEs (Droege et al., 2009; den Hertog et al., 2010). Service innovation is believed to result, in the main, from non-technological sources (Drejer, 2004; Carlborg et al., 2014). Lusch and Vargo (2008) stress that SDL focuses on knowledge as an essential ingredient for value co-creation, in contrast to Good-Dominant Logic (GDL), which emphasises physical or operand resources. They further argue that service innovation is a process, from which new products, services, and technologies are generated, rather than an output in the case of GDL (Mele et al., 2014; Lusch and Nambisan, 2015). Knowledge exchange as a process of value co-creation is therefore essential for service innovation. SMEs should be well placed to exploit the potential of service innovation as they are: close to their customers; have flatter structures; more effective internal communication; and possess a more positive attitude to risk-taking (Laforet, 2012). Further development of theories and definitions relating to service innovation have been called for (Droege et al., 2009), however, progress to date has been limited (Droege et al., 2009; Carlborg et al., 2014; Valtakoski and Järvi, 2016). This thesis, by adopting and contextualising as a framework the six-dimensional (6-D) model of service innovation (den Hertog et al., 2010), examines service innovation in SMEs from a knowledge perspective. This research is contextualised by an initiative, Creating Cultures of Innovation (CCoI), a Scottish Government sponsored project conducted by the Glasgow School of Art (GSA). This initiative was intended to enhance the performance of SMEs by design-led interventions, releasing the creativity of SMEs by engaging key stakeholders in collaborative knowledge exchange. A qualitative multiple case-study explores the extent to which intervention triggers both knowledge exchange and innovation. Results of this research contribute to the literature by enriching our understanding of service innovation from a knowledge perspective (Droege et al., 2009; Valtakoski and Järvi, 2016; Witell et al., 2016); by contextualising and exploring the 6-D model of service innovation in traditional SMEs (den Hertog et al., 2010); by understanding the interactions with the key stakeholders in the service ecosystem of an organisation (Carlborg et al., 2014; Mele et al., 2014; Lusch & Nambisan, 2015); and, by providing empirical evidence for the development of SDL in a context of non-knowledge intensive SMEs (Lusch & Nambisan, 2015). Practically, this research also provides a service innovation lens through which the CCoI initiative may be evaluated. From an operational perspective, the research suggests a means, design thinking interventions, by which traditional SMEs exploit service innovation. Lastly, the results provide an insight for policy makers wishing to enhance the innovative performance of Scottish SMEs.
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Marufu, Masiya Passmore Alex. "ICT-based innovation using service dominant logic in healthcare : a design thinking perspective." Thesis, University of Pretoria, 2017. http://hdl.handle.net/2263/64294.
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Health professionals in the developing world face the twin challenge of growing populations requiring services and dwindling resources in the face of reduced funding. Developments in information and communication technologies (ICT) present an opportunity to streamline service offering in a way that maximises the available meagre resources. Such innovations require the input and support of the public that these institutions serve. Design thinking has over the last 20 years developed into a “design paradigm” that can assist service providers to craft solutions to problems that take into account the views of the stakeholders involved.
This work explored how information technology can be used to improve service delivery. Adopting a pragmatic philosophical paradigm and a design science research approach, the researcher used concepts underlying the theory of service dominant logic, coupled with technology capability concepts, to develop a conceptual framework for use in design thinking projects. The development of the Technovation Framework continued over three design cycles, in which a number of design teams focused their efforts on how ICT could be used to improve post-natal care services. The empathy input for these workshops was derived from an eight-week-long in-depth study into the lives of new mothers, using journals and interviews. Interviews with midwives and doctors provided a healthcare perspective of the provision of post-natal care.
The first design workshop was made up of four teams, each consisting of two midwives, two mobile developers and two mothers in a design thinking workshop. The workshop resulted in the development of four prototypes of mobile applications aimed at assisting midwives in educating mothers as well as providing off-site monitoring. Two further workshops were conducted, providing two more iterations of the design process and resulting in further prototypes of potential solutions for use in healthcare. A final evaluation workshop was conducted to validate the fully developed Technovation Process.
This study contributes to knowledge in a number of ways. The first is a deep understanding of the lives of new mothers and challenges they face in a low-resource environment as they struggle with raising their babies in the first eight weeks after giving birth. The second contribution is a framework and an enhanced design thinking process that streamlines the process of consolidating empathy output while providing a mechanism to apply technology capabilities to proposed solutions. A third contribution is the set of lessons that arise from observing design teams at work. The final contribution is in the form of a number of prototypes that could be developed into solutions for use in a developing environment healthcare setting.
Keywords: ICT in healthcare, e-Health, innovation, co-creation, design thinking, developing country, post-natal care, design science research, Technovation, technology capabilitiesThesis (PhD) - University of Pretoria, 2017.
Informatics
PhD
Unrestricted
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Hens, Julian. "A Formal Method for Design Thinking in Service System Innovation Investigation into the Suitability of the Stanford E310 Design Thinking Methodology for Business Innovation /." St. Gallen, 2008. http://www.biblio.unisg.ch/org/biblio/edoc.nsf/wwwDisplayIdentifier/06609333002/$FILE/06609333002.pdf.
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Meier, Stephanie, and Kelly Nash. "Diggin’ Independence: Women Working Toward Self-Sufficiency." Research Showcase @ CMU, 2011. http://repository.cmu.edu/theses/24.
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Women with young children are a growing population experiencing homelessness. Transitional housing services provide shelter and educational programming aimed at fostering the development of skills necessary to attain and maintain basic needs.
Adagio Health’s transitional home, Healthy Start House (HSH) served as a case study in which to explore the intersection of design, service and social innovation. The metrics of success outlined by the county for HSH include attaining permanent housing and employment or education. Using a co-creative process, exploratory and generative research uncovered that the service had no clear route to assist the women to develop core competencies to meet the county’s metrics of success.
Rather than create a new extension of the current service, this design solution focuses on amplifying the resources and infrastructure already in place to improve the current service delivery. The solution includes an ideal plan for the HSH staff to work with the clients to comprehensively develop their core competencies, and an expanded view of how a money management system helps the clients meet the county’s metrics. We hypothesize, through this system, clients will re-enter society smoothly, armed with the skills and knowledge needed to provide for themselves and their children. While the design generated much enthusiasm from all stakeholders, the concept would benefit from further testing and iterations over a longer length of time to understand if it can, indeed, improve learning and performance outcomes and create sustained behavior change.
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Ruvald, Ryan. "Prototyping for Product-Service Systems innovation : Insights from the construction equipment industry." Licentiate thesis, Karlskrona, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-18964.
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To radically increase the value delivered to the customers in the construction industry a concerted effort is needed to develop solutions beyond incremental adjustments. Simply providing add-on services to existing products does not effectively create solutions with enough gains in core customer values. Designing and developing a product service system (PSS) through the adjustment or reconfiguration of existing elements is a challenge on its own, and adding the design of new elements serves to confound the process even further. By realigning all components of a PSS from inception to a function provides an opportunity to escape current product limitations and explore new solutions with potentially higher value. Designing a new PSS solution from scratch comes with added ambiguity in an expanded solution space. The aim of this thesis is to investigate early conceptual phases of PSS innovation within the domain of construction equipment manufacturing. The research included the development and testing of a prototyping method to foster customer co-creation and transdisciplinary design which are considered primary impact factors increasing the value of final PSS solutions. The work was performed in collaboration with a construction equipment manufacturer, conducting a demonstrator project on an electric and autonomous production site. The thesis first depicts how the prototyping method can be implemented to enable stakeholder insights that were previously not accessible through current practices. This leads to the testing of the method in a broader perspective to represent tangible and intangible elements in a way that facilitates concept design decisions in multi-disciplinary settings. The thesis concludes by exploring the limitations on current practices in relation to the adoption and potential use of the method.
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Duong, Tu-Anh. "Intégration par les usages d’une innovation en santé : La télédermatologie." Thesis, Université Paris-Saclay (ComUE), 2016. http://www.theses.fr/2016SACLC096/document.
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La conception d’un produit ou d’un service en Santé est un processus complexe et risqué. Il doit intégrer dans les phases précoces de conception les normes, les contraintes réglementaires, les données de surveillance et d’évaluation de la sécurité jusqu’à l’autorisation de mise sur le marché pour les dispositifs médicaux, mais également les préférences des utilisateurs experts : professionnels de santé ou non-experts : patients. Dans le marché compétitif des nouveaux produits ou services en Santé, l’enjeu pour les ingénieurs est de faire coïncider les besoins des utilisateurs à leur contexte et usages tout en intégrant toutes les parties prenantes du système de soin. Innovation médicale, technologique et organisationnelle, la télémédecine (TM) est l’utilisation des nouvelles technologies pour délivrer des actes médicaux. L’objectif de cette thèse est la mise au point d’une méthodologie centrée sur les utilisateurs et leurs usages pour concevoir, développer, intégrer et valider une application dermatologique de la TM : la télédermatologie. L’opportunité de validation de cette méthodologie pour intégrer et déployer un service innovant dans un service de dermatologie y est également discutéeDesigning product or services for healthcare system is highly complex, costly and risky. It combines constraints such as being a multi decisional and multilevel system with specific financial model linked to the state the healthcare system organization belongs to. In the highly marketing-time sensitive context of innovative products or services, there is challenge for designers to be able to match the new design to the users’ needs, answering to their context or usages while integrating all system stakeholder components. Telemedicine (TM) is the use of ITtechnologies to provide medical care or medical advice. It is considered a care delivery transformation combining medical, technological and organizational innovation. Using the example of Teledermatology a dermatological application of TM, this PhD develops a methodology based upon users contexts and usages to design integrate and provide an assessment model to decision makers. The opportunity to implement and integrate the service in French department of dermatology is discussed
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Duell, Mathias. "Developing a serious game for service innovation : - a workshop-based approach." Thesis, Internationella Handelshögskolan, Jönköping University, IHH, Informatik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-49106.
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Many organisations need to increase their use and knowledge of service innovation in order to answer up to the increased demand for sustainable services and offerings that cater to the needs of their users. They need to become better at understanding that the best starting point for organisational development is outside the organisation where the value of their products and services are Co created with other actors and stakeholders. This paper explores the possibility of creating a serious game that introduces service innovation using the design science research and workshops as a collaboration method. The most important Service Innovation elements to include in the game are evaluated and the game ideas generated are examined through the lens of two different game design frameworks.
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Hussain, Romana. "System-in-use methodology : a methodology to generate conceptual PSS (Product-Service Systems) and conventional designs using systems-in-use data." Thesis, Cranfield University, 2013. http://dspace.lib.cranfield.ac.uk/handle/1826/8262.
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Industries want to add value to their offerings but to do this, rather than just accepting customer requirements, they now need to know how their products and/or services have been embedded within their customer’s process to achieve a goal that the customer has; any gaps within the process then present an opportunity for the provider to fill these gaps.
The System-In-Use (SIU) Methodology presented in this thesis facilitates customer issues in “pulling” the supply chain into creating new solutions as well as the supply chain “pushing” new value propositions into improving customer processes. It does this by drawing on a detailed theory of value and capability which was developed as part of this research.
The method has been applied in five industries in processes encompassing high value-assets with very positive outcomes for each of the stakeholders involved: notably, three solutions have been adopted in industry for which a KT-Box award was granted by Cambridge University. Cont/d.
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Vaňková, Jana. "Design služeb Zátiší Catering Group, a.s." Master's thesis, Vysoká škola ekonomická v Praze, 2014. http://www.nusl.cz/ntk/nusl-191749.
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The thesis "Service Design of Zátiší Catering Group, a.s." is focused on the management of innovations and service design. The aim is to analyse and identify possible potential and opportunities for improvement of catering services in Zatiší Catering Group, a.s. Content of the thesis includes research of service design and innovation process, study based on application of the design service approaches, introduction of the study outputs, actual project of a new service design and recommendations. Following methods and techniques were used in research: persona, contextual interview, service safari, benchmarking, service blueprints, empathy map, product box. The thesis should contribute to the theoretical determination of service design and its following aplication in the design of a specific service. Final outcome of the study is a service proposal for a canteen in Lycée Français de Prague.
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Sjöberg, Tobias. "THE FORGOTTEN SOURCE : EMPLOYEES AS A SOURCE OF CUSTOMER INSIGHTS." Thesis, Linköpings universitet, Interaktiva och kognitiva system, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-171995.
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The service economy is flourishing and due to high competition, manufacturers are turning to service innovation as way to distinguish and meet their customers increasing and changing demands. Service design and an increased utilization of employees are seen as way of improving the innovative capabilities. The aim of this thesis is to explore in a manufacturing company undergoing servitization, what is the role of front-line-employees (FLE) for service innovation and in what ways can front-line-employees be leveraged to enhance a firm’s service innovation capability? To do so, a hermeneutical research approach was adopted to interpret both FLEs collective customer understanding and the strategic view from management and service design within a company. Results reveal an encountered complexity and unstructured development of customer knowledge through long ongoing relations where the continuous identification of customer needs is a unformalized process and FLEs are relying on experience and tacit knowledge to do so. The study identifies FLEs as a resource to innovation, with aggregated customer knowledge, product knowledge and practice knowledge and are mainly contributing as a supporting actor in the innovation process. The study makes a contribution by emphasizing the needed support to empower FLEs as contributors to service innovation. Service design tools and techniques are a suggested way to provide structure and formalization in the involvement of FLEs into the innovation process. Future studies should aim to validate and explore the suggestions further through a comprehensive study of the inter-organizational customer knowledge creation and dissemination and its effect on service innovation.
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Petrusson, Karin. "Unfold." Thesis, Konstfack, Industridesign, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:konstfack:diva-7500.
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My degree work has been an exploration in what specific skills, knowledge and understandings that are needed in service design as a practice, in order to successfully engage in complex contexts with multiple stakeholders, different relations, structures and regulations. In this investigation, I have been especially interested in the role of physical forms in a process where social structures are discussed and reshaped. With the ambition to create a learning process within this area I have, in collaboration with Förnyelselabbet, been part of a study in Malmö that focus on children and youth with migration experiences living in vulnerable housing situations. The study is done in collaboration with multiple actors such as City of Malmö, The Red Cross, Rädda Barnen, Unicef, Skåne Stadsmission, Sensus etc. These are actors that share the same goal to highlight needs and experiences amongst children and youths. In my work I have designed tools with the ambition to unfold and deepen the understanding of situations, meetings and objects that could enable a feeling of safety, comfort and joy when living in a vulnerable housing situation. In this context, I have recognized the importance of exploring the role of meeting points. For this purpose, I have used three objects; the slide; the sofa and the set table. As a result of this degree project I created something I call a material probe, a object with the function to visualise needs and trigger responses. This material probe captures three fundamental needs; a slide – the possibility for play and activity, a sofa – the possibility for gaining the feeling of safety and belonging, a table – the possibility for sharing experiences and information. By visualising and materialising these needs, I hope to create a discussion that unfolds challenges and promotes the children’s perspective. My work to narrow down the needs is based on multiple interviews and stories from children, youths and parents. The main question is what happens to the continued development process when research findings, needs and experiences are visualised. The main goal of this degree project has been to articulate and reflect on how service designers can combine knowledge within process design, institutional design and design of physical form. How service design as a practice can develop and if including physical forms and visualisations at a higher level in our work can help the development process forward.
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Flaherty, Matthew (Matthew W. ). "A strategic framework using open innovation and platforms to embrace disruptive "Software as a Service" technology." Thesis, Massachusetts Institute of Technology, 2010. http://hdl.handle.net/1721.1/59242.
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Thesis (S.M. in System Design and Management)--Massachusetts Institute of Technology, Engineering Systems Division, System Design and Management Program, 2010.Cataloged from PDF version of thesis.
Includes bibliographical references (p. 114-116).
Over the past several decades, technology has become fundamental to the facilitation of communication, collaboration and productivity inside and between enterprises. Enterprises use numerous tools to reach their customers, manage increasingly decentralized and mobile workforces and to create digital assets critical to their daily operations. In the last several years, changes in the availability of internet access and the compatibility of internet browsers has resulted in massively scalable services available on the internet - delivered by models termed "Software as a Service" and "Cloud Computing". This delivery mechanism is vastly different from traditional models of enterprise software delivery where enterprise purchase, install and manage their own enterprise software packages. This thesis will evaluate a strategy for one of the market leaders in messaging, IBM Lotus, in the face of the disruptive forces of new internet enabled delivery mechanisms like Software as a Service and Cloud Computing. In doing so, it will integrate the topics of several researchers in the field of strategy and innovation. After a treatment of background topics and themes, it will present an evaluation of the enterprise software market in the face of the disruptive forces created by the internet. A framework for evaluating market strategies for established players will be developed using concepts of software platforms and open innovation. Finally, a case study of the established player will be viewed through the lens of this framework.
by Matthew Flaherty.
S.M.in System Design and Management
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Bood, Mathias. "Creating a service for internet connected dishwashers : A study about how new technology can improve user experience." Thesis, Karlstads universitet, Fakulteten för hälsa, natur- och teknikvetenskap (from 2013), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-78797.
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This essay treats a service design project and is about how new technology in dishwasher could create value for the end user. This new technology enables dishwasher for having an internet connection and making them act as computers, being that they can send and receive information. To evaluate the possible values that a connected dishwasher could contribute to users, information was collected in how users relates to their dishwashers. This was accomplished with the use of service design methodology and the use of tools such as interviews and observations. This resulted in the development of three persona named Lisa, Tomas and Daniel. Those personas were placed in different custom journeys, which contributed to a deeper understanding of what they are experiences when using a dishwasher in different context. After a completed user study, it was found that a smart dishwasher could make it easier for users but in different ways. This resulted in a prototype in form of an app which works as a medium between the dishwasher and the user. The concept has been co-created with users so that it is well grounded in user needs. The project was in collaboration with Asko Appliances AB, there Andreas Holmèn was the supervisor. Asko Appliances AB are located in Lidköping, where they are developing domestic dishwashers. This project was the degree project of the Bachelor of Science in Innovation and Design engineering at Karlstad University. The supervising teacher was Monica Jakobsson and examiner of the course was Professor Leo de Vin.Denna rapport behandlar ett tjänstedesignprojekt om hur modern teknik kan appliceras på en diskmaskin för att skapa mervärde för slutanvändaren. Den moderna tekniken innebär att diskmaskinen kopplas upp till internet och därmed agerar som en dator, med att den kan skicka och lagra information. För att ta reda på vad en sådan diskmaskin skulle kunna ge för mervärde för slutanvändare så samlades data in på hur användare förhåller sig till sin diskmaskin. Detta gjordes med tjänstedesignsmetodik med olika intervjuer och observationer som mynnade ut i tre persona, namngivna som Lisa, Tomas och Daniel. Dessa placerades i olika Customer Journeys vilket bidrog till en större förståelse för hur de upplever olika situationer kopplat till dess diskmaskin. Efter en utförd användarstudie konstateras det att en smart diskmaskin kan förenkla vardagen på lite olika sätt beroende på användare. Detta resulterade i en app som ska fungera som ett medium mellan diskmaskinen och användaren. Konceptet har utvecklats med användare för att lösningen ska kunna tillgodose deras olika behov. Projektet utfördes tillsammans med Asko Appliances AB med Andreas Holmèn som handledare. Asko Appliances AB är beläget i Lidköping, där dom bland annat utvecklar diskmaskiner för hushållsbruk. Arbetet har gjorts i kursen Examensarbete för högskoleingenjörsexamen i Innovationsteknik och design på Karlstad universitet. Projektets handledare har varit Monica Jakobsson och Leo de Vin har varit examinator.
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Li, Huanyu. "Lav Förening : Service design: lichen study, farm innovation and enterprise framework for re-active rural cultural landscape." Thesis, Linnéuniversitetet, Institutionen för design (DE), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-57536.
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Abstract I start this project as my master degree project which is the last assignment during my graduate education in Sweden. I own the bachelor degree in industrial design which is the beginning I ponder in a designer’s way. With the accumulation of my knowledge and study, I am willing to attempt different design fields in sustainable perspective, like product design, furniture design, exhibition design and service design. The working and study experiences provide valuable resources for me to recognize self. And the environment in Swedish society also is a school to acquire knowledge and know the world. The project, Lav Förening, was born in these contexts. The main study fields: Rural depopulation was addressed as a global issues in economical, ecological, socio-political and cultural contexts in sustainability perspectives. The rural economic stagnation can be restore by government policy support. However, the disappearance of cultural landscape would cause irreversible loss. With case studies and fieldwork in Varshult, I define my study field in service design involving lichen study, farm innovation and enterprise framework for re-active rural cultural landscape. It is a proposal, through figuring out local renewable resource (lichen) and integrating stakeholders’ framework, to create an attractive community for rural part-time residents and young active citizens to participate. In order to complete the concept, there are six fields need to be study: depopulation and sustainable rural development, cultural landscape, lichen and essential oil, community agriculture and Boda Glass Factory. The major findings of my study: The service in this project is human centered. Through studying Maslow's hierarchy of needs, I analyze the needs of my target group. For the target group in Lav Förening, rural part-time residents and young active citizens, they have a good living conditions and enough spare time for their interests and pursuits. For the organizers and land owners, we are concerning the social phenomenon, rural depopulation, and we devote ourselves to figure out the opportunities to solve the problems and keep the rural cultural landscape alive. We pursue a higher level of psychological, belonging, esteem and self-actualization needs. There are six programs on lichen journey based on the needs study: Varshult visiting & lichen planting, bottles making, lichen collection essential oil extraction & tincture making, handmade workshop and market & exhibition. The proposal will be presented with visualizations and evidences. The Lav Förening service proposal need to be refined continually. It shows an opportunity to oppose rural depopulation in design field. It is a practice for me to analyze a complicated framework and present it. The design process and report have recorded the development and exploration on my design study.
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Annanperä, E. (Elina). "Managing technology-based service innovations in emerging wellness business ecosystems." Doctoral thesis, Oulun yliopisto, 2017. http://urn.fi/urn:isbn:9789526215839.
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Abstract As services are increasingly becoming the main focus in the traditional information communication technology industry, companies are seeking leverage from new types of collaborations, such as business ecosystems that cross industry boundaries. The health and wellness business is one service domain in which advances in technology have created the need for services that integrate technology in novel ways. To advance new service businesses, national research programmes offer funding for organisations to collaborate for developing innovative services. Forming new networks and collaboration between organisations is essential in the new business environment. Emerging business ecosystems formed in the research programme context are expanding the concept of business ecosystems. When organisations work together for the first time, challenges arise from bringing together different expectations and working styles. Additional challenges arise through issues regarding suitable integrations or in the creation of completely new services. The need to understand the practical phenomenon of emerging business ecosystems and the service innovation in these ecosystems formed the starting point of this research. The research was conducted in two separate Finnish research programmes in which the researcher actively participated. This led to the adoption of an action research strategy, comprising several activities focusing on the actor dynamics and roles as well as resolving issues arising from the ecosystem formation. In addition, the service innovation-focused research activities were based on the capabilities and domain expertise of the ecosystem companies. This research produced an understanding of the formation of wellness business ecosystems, identified the main phases of the formation and some challenges. This research found out that successful emerging business ecosystems require strong leadership early in the formation to maintain the stability and vision of the ecosystem, and each organisation should find its role within the ecosystem. The creation of viable services also requires openness between organisations. This research provides practical knowledge of the organisational actions, managerial insights and solutions to issues that are identified when organisations come together to form new ecosystems in a research programme contextTiivistelmä Eri ICT-alojen yritykset ovat tänä päivänä siirtyneet yhä enemmän määrittelemään toimintansa teknologian sijaan palveluratkaisujen tuottamisen sekä uudenlaisten yhteistyöratkaisujen kautta. Uusien teknologiaratkaisujen hyödyntäminen on tuonut digitalisaation myös hyvinvointialojen palveluihin. Sen myötä alalle on tullut uusia, teknologiaperustaisia ratkaisuja tuottavia pieniä toimijoita. Viime vuosina myös kansallinen tutkimushankerahoitus on tukenut uutta liiketoimintaa teknologiaperustaisten hyvinvointipalveluratkaisujen ympärille, ja edistänyt uusien yritysverkostojen, kuten liiketoimintaekosysteemien muodostumista. Kun organisaatiot ryhtyvät tekemään tiivistä yhteistyötä ensimmäistä kertaa yhdessä hankkeiden puitteissa, tuovat erilaiset odotukset ja työskentelytapojen yhteensovittaminen myös omat haasteensa yhteistyöhön. Uusien ekosysteemien muodostumista ja siihen liittyviä käytänteitä on tarvetta ymmärtää aiempaa syvällisemmin. Tämä tunnistettu tarve toimi tämän väitöstutkimuksen lähtökohtana. Tämä tutkimus toteutettiin kahdessa suomalaisessa tutkimusohjelmassa, joihin väitöstyön tekijä osallistui aktiivisena tutkijana. Tutkimus toteutettiin toimintatutkimuksena, ja siihen sisällytettiin useita tutkimustehtäviä. Tehtävien tavoitteena oli keskittyä toimijoiden keskinäiseen toimintaan ja rooleihin, ja pyrkiä ratkaisemaan ekosysteemiyhteistyöstä syntyviä haasteita. Lisäksi tutkimuksessa keskityttiin ekosysteemiyhteistyön pyrkimykseen synnyttää innovatiivista liiketoimintaa organisaatioiden yhteistyöllä. Väitöstyön tuloksena saatiin uutta ymmärrystä hyvinvointialan ekosysteemien muodostamisesta tutkimushankkeen yhteydessä ja tunnistettiin muodostumisen vaiheita sekä niihin liittyviä ongelmia. Tässä tutkimuksessa todettiin, että onnistunut yhteistyö uudessa liiketoimintaekosysteemissä vaatii vahvan johtavan yrityksen, joka tuo ekosysteemiin päämäärätietoisuutta ja vakautta. Tämän lisäksi muiden yritysten on löydettävä niille sopiva rooli ekosysteemissä. Uusien palveluiden kehittäminen ekosysteemissä vaatii avoimuutta yritysten yhteisessä toiminnassa. Väitöskirjatyö tuotti käytäntöön sovellettavaa tietoa organisaatioiden toiminnasta, ja johtamiseen kohdistuvista tarpeista. Lisäksi se tuotti ratkaisuja tunnistettuihin ongelmiin, joita organisaatioiden yhteistyö ekosysteemin muodostamisen alkuvaiheessa aiheutti tässä työssä tarkastelluissa tutkimushankkeissa
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Corrigan-Kavanagh, Emily. "Exploring art therapy techniques within service design as a means to greater home life happiness." Thesis, Loughborough University, 2018. https://dspace.lboro.ac.uk/2134/32866.
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This thesis presents new theories and creative techniques for exploring ‘designing for home happiness'. Set in the context of a primarily unsustainable and unhappy world, home is understood as a facilitator of current lifestyle practices that could also support long-term happiness activities, shown to promote more sustainable behaviour. It has yet to be examined extensively from a happiness perspective and many homes lack opportunities for meaningful endeavours. Service Design, an approach that supports positive interactions, shows potential in facilitating ‘designing for home happiness' but its tools are generally employed for visualising new systems/services or issues within existing ones instead of exploring related subjectivity. Art therapy techniques, historically used for expressing felt experiences, present applicable methods for investigating such subjective moments and shaping design opportunities for home happiness but have yet to be trialled in a design research context. This thesis therefore explores how Art Therapy and Service Design can be used successfully for ‘designing for home happiness'. A first study proposes photo elicitation as a creative method to explore, with participants from UK family households, several significant home happiness needs. Subsequently, art therapy techniques are proposed in Study 2 through two bespoke Happy-Home Workshops. This gives way to the Home Happiness Theory and Designing for Home Happiness Theory, which enable designers to design for home happiness. The Designing for Home Happiness Framework emerges from these studies proposing a new design creative method delivered through a workshop with specialised design tools and accompanying process for creating home happiness designs (i.e. services, product-service-systems). Through two Main Studies the framework is tested and validated with design experts in two different contexts, Loughborough (UK) and Limerick (Ireland), confirming its suitability and transferability in ‘designing for home happiness'. Resulting concepts support collective home happiness and social innovations by facilitating appropriate social contexts for their development. Overall, this research is the first to combine art therapy techniques with service design methods, offering original theories and approaches for ‘designing for home happiness' within Service Design and for social innovation. Collectively, this research delivers new creative methods for service designers, social innovators and designers more generally to investigate and support happier experiences within and outside the home for a more sustainable future.
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Monsen, Line, and Marie Sandberg. "Potentialen till tjänsteutveckling i hotellbranschen." Thesis, Umeå universitet, Företagsekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-73196.
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Hotell ser i dagens samhälle i regel likadana ut och konkurrerar om samma utbud och kunder. Det är således betydelsefullt att i dagens konkurrensinriktade samhälle skilja sig från andra företag som verkar i samma bransch. Nya tjänster hjälper företag att attrahera nya kunder och samtidigt behålla redan befintliga vilket har gjort tjänsteutveckling till en viktig konkurrensfaktor. Det är således viktigt för hotell att känna till vad kunderna efterfrågar för att kartlägga potentiell tjänsteutveckling. Avsaknad av konkret forskning på ämnet kan leda till att ledningen för ett hotell genomför förändringar utan att se till kundernas egentliga behov, vilket kan medföra ett stort risktagande och stora ekonomiska kostnader. En positiv förändring sker först när hotell utvecklas i den riktning som deras kunder begär. Studien syftar till att kartlägga potentialen till tjänsteutveckling inom hotellbranschen i Umeå ur ett företags- och kundperspektiv. Detta för att se om det finns behov till förändring och om branschen tillmötesgår marknadens krav. Genom semistrukturerade intervjuer kartläggs utbudet och efterfrågan av tjänster och service i hotellbranschen. Dessa analyseras sedan mot den teoretiska referensramen. Studien avser även att som delsyfte analysera och beskriva om tjänsteutveckling ger ett högre kundvärde samt vilken typ av tjänsteutveckling inom hotellbranschen som skulle underlätta för kunderna samt öka kundvärdet. En ökad förståelse i ämnet kan öka hotellens marknadsposition, lönsamhet och kundvärde. Studiens resultat uppvisar att det finns potential till utveckling av tjänster och service bland hotellen som var föremål i studien. Främst gäller det personalutveckling och utveckling av processen vid in- och utcheckning samt möjligheten till att göra beställningar på mat under alla tider på dygnet. Resultatet visar skillnader mellan vad affärsresenärer och privatresenärer efterfrågar. Affärsresenärer efterfrågar effektivisering och tjänster som underlättar i deras vardag och bidrar till att hotellet fungerar som ett stationärt hem. Privatresenärer å andra sidan efterfrågar främst personlig service och har inte samma krav som affärsresenärerna har över boendet och utbudet av tjänster. Slutligen har vi funnit att hotellen som önskar att öka kundvärdet gentemot sina kunder måste välja en tydlig strategi. Här har vi kommit underfund med två starka koncept, antingen ett lite dyrare koncept där allt ingår eller så ett billigare alternativ där kunderna får köpa tilläggstjänster efter önskemål. En tydlig strategi minskar risken för besvikelse och missförstånd.
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Rosa, Maiara. "Characterizing design thinking towards integration with product-service system development process." Universidade de São Paulo, 2017. http://www.teses.usp.br/teses/disponiveis/18/18156/tde-08032017-104519/.
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Many companies have been trying to shift their business core from offering products to offer product-service systems (PSS), what requires not only a shift in the business model, but also in the culture and mindset. Using user-centered methods to support the PSS development process is a way to support this shift and to enhance perceived value of PSS offerings. One possible approach to support PSS development on becoming more user-centered is design thinking (DT). It is a user-centric approach used by many leader enterprises to support innovation and described by several methodologies with practical focus. However, it is not clear in literature how to integrate DT and development process models already used by companies, leading to cases where practitioners may replace complete phases, or even the whole development process, by DT. This replacement does not seem appropriate, since DT may lack aspects that are considered by PSS development processes. The main objective of this work is to identify how the DT approach can be applied in PSS development processes. The methodology of this research combines the following methods: case research, corpus linguistics, frame semantics and matrix-based methods. One of the results of this work is the characterization of DT based on the linguistic analysis, which was derived from content extracted from more than 1500 pages of 8 DT methodologies. This analysis resulted in 46 recurrent activities, associated with 458 specific guidelines, and the identification of 182 relevant activities that synthetize the DT methodologies. Those activities were compared to 14 PSS development process models from literature, concluding, among other findings, that DT cannot replace the PSS design process models, and that the compatibility for integration of DT into PSS development process models is greater on the front-end of innovation (FEI). FEI activities from 14 PSS and 7 product development process models were compared with DT recurrent and relevant activities to provide understanding on how DT can be integrated into PSS development process models. Finally, the findings of this last comparison led to the creation of a 4-step method for integrating DT into PSS development process models based on activities similarity.Diversas empresas têm tentado migrar da oferta de produtos para a oferta de sistemas produto-serviço (PSS), o que requer uma mudança não só do modelo de negócios, como também da cultura e da mentalidade. Utilizar métodos centrados no usuário é uma forma de auxiliar nessa mudança cultural e no aumento de valor percebido do PSS ofertado. Uma abordagem capaz de apoiar o processo de desenvolvimento (PD) de PSS em se tornar mais centrado no usuário é o design thinking (DT). Trata-se de uma abordagem centrada no usuário utilizada por diversas empresas de sucesso para apoiar a inovação e descrita por várias metodologias de foco prático. No entanto, não está claro na literatura como DT pode ser integrado a modelos de PD já utilizados pelas empresas, levando a casos onde fases, ou mesmo todo o PD, são substituídos por completo pelo DT. Essa substituição não parece apropriada, dado que DT pode não conter aspectos considerados pelos PDs de PSS. O principal objetivo deste trabalho é identificar como a abordagem do DT pode ser aplicada nos PDs de PSS. A metodologia desta pesquisa combina os seguintes métodos: estudo de caso, linguística de corpus, semântica de frames, e métodos baseados em matrizes. Um dos resultados deste trabalho é a caracterização do DT baseada em análise linguística, a qual foi derivada do conteúdo de mais de 1500 páginas de 8 metodologias de DT. Essa análise resultou em 46 atividades recorrentes, associadas com 458 diretrizes específicas, e a identificação de 182 atividades relevantes que sintetizam as metodologias de DT. Essas atividades foram comparadas a 14 modelos de PD de PSS da literatura, concluindo, entre outros achados, que o DT não é capaz de substituir o PD de PSS, e que a compatibilidade para integração do DT ao PD de PSS é maior no front-end da inovação (FEI). Atividades do FEI de 14 modelos de PD de PSS e 7 de produto foram comparadas com as atividades relevantes e recorrentes do DT para prover o entendimento em como o DT pode ser integrado aos modelos de PD de PSS. Finalmente, as conclusões dessa última comparação levaram à criação de um método de quatro passos para integração do DT aos modelos de PD de PSS, baseado na similaridade das atividades.
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Turner, Cheryl Mabe. "A study of change: how did a network of instructional design teams influence implementation of an innovation?" Diss., Virginia Tech, 1994. http://hdl.handle.net/10919/40084.
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Beignon, Anaëlle. "Design for obsolete devices. : Exploring the marginalization of users of obsolete devices regarding the Swedish public services’ digitalization." Thesis, Malmö universitet, Institutionen för konst, kultur och kommunikation (K3), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-43842.
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This thesis project addresses the obsolescence of technology through the lens of accessibility to public services. It explores the processes by which electronic devices age in regards to a technological normativity that marginalizes owners of obsolete devices. My research focuses on two main questions: How might we enable owners of non-smart phones to have access to public services that have been digitalized? How might we design public services’ infrastructure in a way that challenges the obsoletion processes of technological devices? The research is based upon a critical analysis of the term ‘obsolescence’, low-tech approaches and studies that examine the accessibility of technology. This work is based on the study of the digitalization of public services in Sweden, with specific attention to public transportation and to the electronic identification technology which enables access to various essential public services. I present the exploration of these services through the lens of obsolescence and encounter with users of obsolete devices. This leads to the design of two prototypes that propose ways of integrating obsolete devices’ users in the existing digitalized Swedish infrastructures, followed by their analysis. The designs seek to take a critical stand on technological progress as it is understood in the technology industry and propose ways of reimagining the digitalization of public services while taking into account the obsoletion processes they foster. Overall, I argue for design for obsolete devices as a way of caring for groups that are put aside during technological innovation processes. I propose ways of ‘circuit bending’ public services’ infrastructures in a way that is more hospitable to obsolete devices.
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Hernandez-Pardo, Ricardo. "Designing sustainable product service systems : a business framework for SME implementation." Thesis, Loughborough University, 2012. https://dspace.lboro.ac.uk/2134/11001.
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This thesis explores the conditions under which traditional Small and Medium Enterprises (SMEs) can be involved in the design of sustainable Product Service Systems (PSS). The integration between design and Information and Communication Technologies (ICT) in the context of sustainable business development was used to define the space for this exploration. The research was carried out through a case study with a group of Colombian Manufacturing SMEs. As a result of the case study a business framework was developed to guide the design of sustainable PSS. In order to establish the basis of the research a review of the literature on sustainable business development, ICT, design, product service systems and SMEs was carried out. This review brought to light the main features of a sustainable PSS and the challenges associated with its design. These challenges were further investigated in the context of SMEs with a scoping study involving a group of 38 Colombian SMEs. Additionally, 36 PSS already on the market were analysed to identify the possible relationships between design and ICT, and to determine how they could contribute to develop sustainable PSS. The scoping study and the analysis of the 36 PSS gave structure to the case study with a second group of Colombian Manufacturing SMEs. This case study aimed to build understanding of the connection between the characteristics of these SMEs and the main features of a sustainable PSS. As a result of this case study a set of concepts, drivers and barriers to take into account to design sustainable PSS formed the basis of a business framework developed and validated in the final part of the research. The business framework proposed can help to understand the resources and changes needed to develop a sustainable PSS, reducing the uncertainty that it may cause. The integration between product and service design and ICT is used in the framework to outline the areas of opportunity in the design of sustainable PSS. This business framework developed as a result of the research promises to be a helpful tool for organisations working to support the transformation of SMEs toward competitive and sustainable business models using as a basis the integration between product and service design and ICT. Despite the Colombian context the results and outcomes of this research are described in general terms to be applicable in other contexts around the world working with SMEs in the design of sustainable PSS.
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Byström, Öhrnell Martina, and Adam Ekström. "Kundinvolvering i modern tjänsteutveckling : Kundens roll och bidrag i en kundcentrerad tjänsteutvecklingsprocess." Thesis, Linköpings universitet, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-129905.
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Problemformulering: I och med kundens roll i värdeskapandet måste företag få kunskap i hur deras kunder kan involveras, och även utveckla formella processer för det. I och med tjänsternas allt större roll i världen krävs en ständig utveckling av teorier kring området. Forskning kring tjänsteutveckling har vidare mestadels bara har bidragit till det teoretiska området och inte gett något större bidrag till de som faktiskt arbetar med tjänsteutveckling i praktiken i dagsläget. De här aspekterna är några av de faktorer som ledde fram till studiens syfte. Syfte: Syftet med studien är att förstå hur kunder involveras i tjänsteutveckling i praktiken och hur deras roll ser ut i utvecklingsprocessen, samt att undersöka kopplingen mellan tillvägagångssätten i praktiken jämfört med vad som står i teorin. Metod: Studiens metod är av en kvalitativ karaktär med en fallstudiedesign. Tack vare nio stycken semistrukturerade intervjuer med både tjänstedesignbyråer och tjänsteföretag som arbetar med kundinvolvering kunde värdefull data samlas in och ge en förklaring kring ”fallet”. Slutsats: De slutsatser som har kunnat dras utifrån studien är till att börja med att de traditionella tjänsteutvecklingsmodellerna har fasats ut till förmån för designmodeller med iterativa faser. Det visade sig även att en sådan uppdelning av kunder som återfinns i teorin, inte är aktuell i praktiken, utan baseras snarare på behov än egenskaper. Slutligen kunde, förutom de traditionella effekterna av kundinvolvering, en annan typ av effekt identifieras. Nämligen att kundinvolvering kan leda till stora organisationsförändringar på grund av ett nytt kundfokus.Problem: Given the role of the customer in value creation organizations need knowledge on how their customers can get involved, and develop formal processes to do so. Given services role in today’s world there is a need for continuous research and development in the field. Furthermore, the research surrounding service development has mostly contributed to the theoretical field without much contribution to those who work with service development today. These aspects are part of the reasoning leading up to this studies purpose. Purpose: The purpose of this study is to develop an understanding on how customers are involved in service development in practice and the role of the customer in the development process, as well as examine the practice with the current literature. Method: The study is of a qualitative character with a case study design. Due to nine semi-structured interviews with both service design firms and service businesses both working with customer involvement in their service development processes valuable data could be collected to explain the case. Conclusion: The conclusions that were made from the study is that the traditional service development models have been phased out in favor of design based models with iterative phases. Furthermore, the theoretical classification of a services user is not as widespread in practice, it is more based on the needs of the customer than the customer’s characteristics. Finally, the study could identify that besides the traditional effects of customer involvement, there is an additional effect. Namely, that customer involvement can lead to large organizational changes as a result of a new customer focus.
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Macedo, Juliana Cardoso Vicente de. "Inovação e a promoção do turismo sustentável em Lisboa." Master's thesis, Instituto Superior de Economia e Gestão, 2019. http://hdl.handle.net/10400.5/18470.
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Mestrado em Economia e Gestão de Ciência, Tecnologia e InovaçãoO aumento da indústria do turismo em Lisboa tem gerado benefícios para a economia local, mas ao mesmo tempo este crescimento exponencial pode acarretar problemas para os habitantes. Por meio da analise de dados secundários, será apresentada a situação do atual cenário turístico na capital portuguesa, avaliado de que modo a inovação pode ajudar na elaboração de um plano estratégico para mitigar os possíveis impactos oriundos do excesso de visitantes. O objetivo é, por meio da abordagem do Design de Serviços e seus principais conceitos, traçar um breve panorama para o desenvolvimento sustentável do turismo na cidade através de um trabalho colaborativo.
The increase in the tourism industry in Lisbon has generated benefits for the local economy, but at the same time this exponential growth has the potential to become a burden on local inhabitants. The analysis of secondary data will further explain the current tourism sector in Lisbon, the Portuguese capital. It will also explain how innovation can help in the development of a strategic plan to minimize the potential negative impact from the increased number of tourists on the local populace. The objective through the Service Design approach and its main concepts is to draw a plat or a vision for the sustainable development of tourism in the city through collaborative work.
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Franklin, Rebecca N. "Innovation Within Regulations: Gaining Insight On Cultivating Employee-Led Innovation In California Public-Sector Organizations." Scholarly Commons, 2020. https://scholarlycommons.pacific.edu/uop_etds/3704.
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The inquiry concerned gaining insights into environmental elements needed within California public-sector organizations to increase employees’ willingness to share innovative ideas. Although research exists regarding the need for service innovation and employees as fruitful sources of innovative ideas, there have been limited studies concerning public-sector organizations and the best method to solicit employee ideas. The data collection for this qualitative research study consisted of a series of interviews with front-line, non-supervisory civil servants. The results provide insights and information on how public-sector organizations may foster a culture that promotes and encourages employee-led innovation. The themes that emerged were (a) transparency in the process of sharing ideas and what is needed to feel motivated to participate in a formal submission process; (b) recognition and follow up, including which types of follow up and recognition are needed to feel the idea submission was worth the effort; (c) safe space including what needs to be present within the process for employees to feel safe to participate; (d) organizational buy-in including the need for encouragement and demonstrated support from all levels of leadership. These themes contributed to form the following recommendations for organizations to create a process and culture for soliciting ideas from employees: (a) establishing a transparent and easy to use process; (b) utilizing trusted and unbiased evaluators to review ideas; (c) providing meaningful and specific follow-up on ideas submitted; (d) ensuring there is no public criticism of ideas, but having public praise for submitting ideas; creating an organizational culture to be promoting and supporting participation in these processes. The data analysis revealed several implications: a significant disconnect between what employees' need to be comfortable sharing ideas and the existing process; the insufficient efforts of current leaders to promote and execute innovation within their organizations; the need for a paradigm shift to embrace a culture and operations that support innovation at all levels of an organization.
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França, César Levy. "Business Model Design for Strategic Sustainable Development." Doctoral thesis, Blekinge Tekniska Högskola, Institutionen för strategisk hållbar utveckling, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-13674.
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Humanity confronts an existential threat without historic precedent. Environmental pressures have reached such intensity and pace of change that the earth system may be irreversibly tipped into a new and unpredictable state. The emerging global reality is, in turn, redefining overall conditions for business success. Addressing these challenges both demands and brings great opportunities for innovation. An important and sometimes neglected aspect of innovation is the design or redesign of business models, which has been identified as a greater source of lasting competitive advantage than new products and services per se. The business model has also been suggested as a new unit of analysis when discussing sustainability. However, this is still a relatively underexplored area. The aim of this work was therefore to develop an approach to business model design that supports strategic sustainable development, i.e., supports organizations to contribute to society’s transition towards sustainability in a way that strengthens the organization. To be able to design a business model that supports strategic sustainable development, it is necessary to know what sustainability is and how to develop sustainability-promoting, economically viable strategies. Therefore, the Framework for Strategic Sustainable Development, which includes, e.g., an operational definition of sustainability and strategic guidelines for how to approach it, was used as an overarching framework. Specific research methods and techniques included, e.g., literature reviews, questionnaires, interviews, work with focus groups, participatory action research with partner organizations, creative problem solving techniques, modeling, and simulation. The literature reviews revealed potential sustainability benefits of developing business models in conjunction with product-service systems (PSS). However, a knowledge gap exists regarding how to effectively connect these fields. Arguably, PSS strategies can best contribute to sustainability when business models support their implementation and when both the business models and the PSS strategies are guided by an understanding of strategic sustainable development. Therefore, an integrated approach to Business Model Design for Strategic Sustainable Development was co-developed and tested in PSS innovation work with partners, e.g., companies within the energy and lighting sectors. The tests indicated that the new approach helped to clarify strengths and weaknesses of current business models from a strategic sustainability perspective; to transform an organization’s vision and strategy into a sustainability-framed vision and a sustainability-promoting strategy; and to communicate the new vision and strategy to the value network as a basis for engaging important stakeholders in the change. For example, the approach supported one of the partner companies in its transformation towards providing sustainable PSS solutions in the form of light as a service. Examples of business benefits of the new approach include improved scalability and risk avoidance, which provide a foundation for better investment strategies. Benefits also include improved differentiability and a broadened view on, and a more solid foundation for, collaboration with stakeholders that are increasingly important to sustainable business success.
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Paes, Marcelo. "Inovação no Hospital Mãe de Deus: um projeto de design estratégico para fidelização do corpo clínico." Universidade do Vale do Rio dos Sinos, 2012. http://www.repositorio.jesuita.org.br/handle/UNISINOS/3271.
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Esta dissertação teve como objetivo avaliar as contribuições que um contexto de Open Innovation poderia acrescentar a um projeto de design estratégico voltado ao desenvolvimento de novos serviços ao público médico do Hospital Mãe de Deus, em Porto Alegre. Para tanto, fez uma avaliação qualitativa do projeto estudado, descrevendo, compreendendo e interpretando fatos e fenômenos através do método da pesquisa-ação, de maneira a associar a pesquisa social com a ação colaborativa e participativa. A tarefa de pesquisa foi constituída de duas frentes de trabalho e coleta de dados: a primeira, de caráter científico-técnico, composta por técnicas de pesquisa documental e entrevistas semiestruturadas, fez uma busca criteriosa de dados inerentes às práticas e estratégias da instituição direcionadas ao problema da analise, e coletou percepções de diversos atores, internos e externos à instituição hospitalar, sobre o fenômeno estudado que não foram capturados na análise documental; e a segunda, de caráter científico-projetual, atuou de maneira prática no cenário da investigação, buscando uma abordagem experiencial do sentido ideal de criar valor pela inovação, através do uso de capacidades inerentes aos modelos de conhecimento do Design Estratégico. Os resultados alcançados mostram que o Hospital Mãe de Deus apresenta um contexto onde se observa a inovação aberta de forma prática, permitindo a entrada de recursos externos para gerar valor ao seu negócio, porém ainda carente de processos que tornem tal prática consciente e favoreçam a utilização do conhecimento tácito do pessoal interno, permitindo sua disseminação para além da área médico-assistencial. Os resultados também indicam que a instituição explora fatores condicionantes para o sucesso de projetos de desenvolvimento de novos serviços, entre os quais a disposição da liderança em buscar novos olhares e fontes externas para contribuir com soluções diferenciadoras, impulsionando favoravelmente a gestão dos modelos assistencial e econômico sobre os quais está apoiada. O projeto de um novo serviço conduzido pela lente do design estratégico encontrou no exercício da inovação aberta dessa instituição um clima propício para que suas práticas pudessem ser compatibilizadas. Assim, a lógica do fazer característica do design estratégico e que dá forma à estratégia elaborada pela empresa, fortalece-se junto a uma situação de inovação aberta que abre espaço para uma possível execução dos conceitos e serviços projetados.
The objective of this dissertation was to evaluate the contributions that a context of Open Innovation could add to a strategical project of design focused on the development of new services to the medical public of the Hospital Mãe de Deus, in Porto Alegre. For this purpose, it was made a qualitative evaluation of the studied project, describing, understanding and interpreting facts and phenomena through the method of action research, to associate the social research with the collaborative and participatory action. The research task was constituted of two fronts of work and data collection: the first, scientific-technical, consisting of documentary research techniques and semistructured interviews, made a detailed search of data inherent to the practices and strategies of the institution directed to the problem of analyze, and collected perceptions of diverse actors, both internal and external to the hospital institution, on the studied phenomenon that had not been captured in the documentary analysis; and the second one, scientific-design based, acted in a practical way in the scene of the research, seeking an experiential approach of the ideal sense of creating value by innovation, through the use of capabilities inherent to the Strategic Design knowledge models. The results show that the Hospital Mãe de Deus presents a context where it is observed the open innovation in a practical way, allowing the entrance of external resources to generate value to its business, but still lacking processes which make such practice conscientious and that encourage the use of the tacit knowledge of the internal staff, allowing its dissemination beyond the medical-assistencial area. The results also indicate that the institution explores determining factors for the success of projects of development of new services, including the willingness of the leadership in searching new looks and external sources to contribute with unique solutions, stimulating favorably the management of the assistencial and economic models on which it is supported. The design of a new service conducted by strategic design found, in the exercise of the open innovation of this institution, a favorable environment so that its practices could be made compatible. Thus, the logic of making characteristic of strategic design and that gives form to the strategy elaborated by the company, is strengthened next to a situation of open innovation that makes room for a possible execution of the concepts and services projected.
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Perez-Freije, Javier. "Design of organizational controls for managing innovation : implications for firms in high-velocity environments /." Hamburg Kovač, 2007. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=016429793&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
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Johnstone, Sarah. "Enhancing ecologies of care for CALD women through care-full creative engagement." Thesis, Queensland University of Technology, 2021. https://eprints.qut.edu.au/213223/1/Sarah_Johnstone_Thesis.pdf.
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Settlement conditions in Australia for Culturally and Linguistically Diverse (CALD) women are challenging. Despite an abundance of social services within the multicultural city of Logan, CALD women experience several social issues that impact their wellbeing. This study explores a creative engagement methodology to foster social connection and ecologies of care for CALD women. Findings reveal that the ecology of care in Logan is complex, hierarchical, fragmented, and difficult to navigate. The study, involving a series of creative interventions, demonstrates the potential benefits for creative engagement to enhance individual ecologies of care, and provides direction for designing more inclusive engagement practices.
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Kánská, Kateřina. "Inovace ve službách: Využití designu služeb v praxi." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-113825.
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The theoretical part is devoted to an explanation of the issue. Specifics of services are outlined as well as trends that will shape future services. A service design is presented as a main topic. Its aim is to find all customer-service "touchpoints", to discover a customer's journey through the service and, on the basis of these inputs, to innovate the service for the highest customer satisfaction and efficiency for a provider on the other hand. There are also presented arguments for the service design as well as methods how services can be improved -- "customer journey map", "personas", own experience with the service, "ethnographic research" and "webdesign". These methods are also used in a practical part. The practical use of the service design is shown on a business "Glasses home". Its focus is a sale of glasses through an e-shop bryle-domu.cz as well as through a patented self-service optician "Optiscont". Using the previously introduced methods, a survey for "Glasses home" is realised. The survey have two phases. The first phase is devoted to the testing of a service prototype, the second phase is devoted to the complex assessment of the service that has been innovated based on the first phase. The final part is devoted to interpretation of results. Based on the practical part, a "customer journey map" is compiled, including "personas" -- archetypes of service customers. The "reservoir of good will" is used to present the strengths and weaknesses of the service. Finally, recommendations for innovations are formulated. The main message is to simplify the website, to explain the "Optiscont" concept to customers at the point of sale and to focus on interconnecting all touchpoints.
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Carrião, Renato Lewenthal. "Method to represent IoT solutions during the Business Model Design of a Product-Service System (PSS)." Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/18/18156/tde-12112018-141032/.
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Considering the competitiveness of global markets within an ever-changing environment, a company\'s Business Model should be able to innovate constantly to capture value within the company, while addressing better the customer needs. The PSS Business Model represents an innovation while providing value to the customer supported by a combination of products and services. However, the PSS Business Model also needs to innovate constantly. The Internet of Things (IoT) comprises networked objects able to interact with each other and to people, to reach common goals with a high level of efficiency, thus presenting potential to create a new value proposition to PSS Business Model Design. However, the existing literature represents an IoT solution into PSS Design, using either technical constructs or a high level free textual description. The goal of this study is to propose a \"Method to support the representation of IoT solutions during the PSS Business Model Design\". The method was developed based on the Design Research Methodology (DRM), comprising three research stages. During the first and second stages, a literature review was conducted to generate theoretical requirements for guiding the proposition of the method. During the third stage, the requirements were developed, and multiple case studies using secondary sources were used to propose the method in theory. During the final activity of the third stage, an exploratory application of the method for a Driverless PSS Car Sharing were applied and its results, as well as all the method\'s artifacts, were object of an initial evaluation by a focus group. The results indicated that method has potential to provide a common language for the PSS Business Model designers, while providing detailed information, to be added to the dimensions of a PSS Business Model that comprises IoT solutions.Considerando a competitividade dos mercados globais dentro de um ambiente de constante mudança, o modelo de negócio de uma empresa deve ser capaz de inovar constantemente, capturando valor dentro da empresa ao mesmo tempo em que atende melhor as necessidades dos clientes. O modelo de negócio de PSS representa uma inovação ao entregar valor ao cliente através de uma combinação de produtos e serviços. No entanto, o modelo de negócio de PSS também precisa inovar constantemente. A Internet das coisas (IoT) compreende objetos em rede capazes de interagir uns com os outros e com as pessoas, para alcançar metas comuns com elevado nível de eficiência. Dessa forma, apresenta potencial para criar a nova proposta de valor para o desenho de modelo de negócio de PSS. No entanto, a literatura existente representa a solução de IoT usando ou constructos técnicos, ou um nível alto de descrição textual. O objetivo deste estudo é propor um \"Método de representação de soluções de internet das coisas (IoT) durante o design de um modelo de negócios de um Sistema produto-serviço (PSS)\". O método foi desenvolvido com apoio da Design Research Methodology (DRM), sendo composto de três fases de investigação. Durante a primeira e a segunda fase, realizou-se uma revisão da literatura para gerar requisitos teóricos para orientar a proposição de método. Durante a terceira fase, foram desenvolvidos requerimentos e analisados múltiplos estudos de caso, usando fontes secundárias, para propor o método na teoria. Durante a atividade final da terceira fase foi realizada uma aplicação exploratória do método, em um caso de um PSS de \"uso compartilhado de carros\" usando um carro autônomo. Em seguida todos os artefatos do método, e os resultados dessa aplicação exploratória, foram objeto de uma avaliação inicial por um grupo focal. Os resultados indicaram que o método tem potencial para fornecer uma linguagem comum para os desenvolvedores de modelo de negócio de PSS, proporcionando informações detalhadas, a serem adicionadas às dimensões de um modelo de negócio de PSS.
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Costa, Renato Machado. "Análise, design e inovação de modelos de negócios para servitização." Universidade de São Paulo, 2017. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-17082017-094629/.
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Empresas de manufatura tradicionalmente concentram os seus esforços em concepção, desenvolvimento, fabricação e comercialização de produtos físicos. No entanto, alguns fabricantes têm alterado suas estratégias de negócio, complementando a venda de produtos com o fornecimento de serviços, incorporando conhecimentos e atividades associados ao seu uso, e gerando maior percepção de valor por parte dos seus clientes. Com isso, a competição estratégica por meio de serviços tem se tornado uma marca distintiva das empresas de manufatura inovadoras, proporcionando à empresa um meio robusto para proteger o seu mercado dos concorrentes. Assim, observa-se um interesse crescente em pesquisas sobre o papel dos serviços para sustentar a competitividade da indústria. Abordagens orientadas a serviço, que incorporam esta mudança de foco do negócio, da oferta de produtos isolados para soluções integradas, têm sido tratadas na comunidade acadêmica como servitização, e tipicamente acarretam inovações no modelo de negócios (MN) da empresa. O objetivo deste trabalho é investigar como as empresas podem promover inovações em seus MNs para suportar suas estratégias de servitização, e propor um conjunto de artefatos para apoiá-las na implantação destas estratégias, a partir do seguinte problema de pesquisa: \"Como inovar o MN de uma empresa que adota a estratégia de servitização?\", que se desdobra nas seguintes questões: (i) quais são os principais fatores motivadores para uma empresa adotar a estratégia de servitização?; (ii) como representar o MN de uma empresa incorporando a lógica dominante de serviço, mais adequada para servitização?; (iii) como inovar o MN de uma empresa para implantar sua estratégia de servitização?; e (iv) como aplicar os artefatos propostos para apoiar a implantação da estratégia de servitização em uma empresa? Realiza-se uma pesquisa de natureza exploratória e prescritiva, baseada no método design scienceresearche amparada por uma revisão sistemática da literatura sobre os temas correlatos, visando propor artefatos em resposta às questões colocadas. A demonstração de um dos artefatos propostos é feita com suporte de um estudo de caso em uma empresa multinacional, fabricante de equipamentos médicos, seguida por uma avaliação empírica desta demonstração, suportada pelo método thinkingaloud. A partir das quatro questões de pesquisa, são obtidos os seguintes resultados: (i) identificação, análise e categorização dos principais fatores motivadores para adoção da servitização; (ii) proposição de uma arquitetura de MN incorporando a lógica dominante de serviço, para facilitar o estudo da servitização; (iii) proposição de um processo de inovação do MN da empresa, para implantar a servitização. e (iv) demonstração e avaliação da arquitetura proposta de MN para servitização. A pesquisa oferece contribuições à literatura de MN e servitização, e aos gestores de empresas, propondo os artefatos canvas do modelo de negócios para servitização (CMNS) e o processo IPIDI para inovação do MN para servitização, além de contribuições metodológicas relativas a design scienceresearch e thinking aloud.Manufacturing companies traditionally are focused on designing, developing, manufacturing and marketing physical products. However, some manufacturers are changing their business strategies, complementing the sale of products by providing services, adding knowledge and activities associated with their use, and creating a higher perception of value by their customers.Strategic competition through service delivery has become a hallmark of the innovative manufacturing companies, providing the companies with a robust means to protect their market from competitors. Thus, there is a growing interest in researching the role of services in sustaining the competitiveness of manufacturing industry.Service-oriented approaches, which incorporate this shift in business\' focus from offering isolated products, to proposing integrated solutions, have been addressed in the literature as servitization, and typically entail innovations in the company\'s business model (BM). The goal of this research is investigating how companies can promote transformations in their BMs to support their servitization strategies, and proposing a set of artifacts to support them in the implementation of these strategies, since the following research problem: \"How to innovate the BM of a company which adopts the servitization strategy? \", which unfolds in the following questions: (i) what are the main motivating factors for a company to adopt the servitization strategy?; (ii) how to represent the BM of a company incorporating the service-dominant logic, more suitable for servitization?; (iii) how to innovate a company\'s BM to implement its servitization strategy ?; and (iv) how to apply the proposed artifacts to support the implementation of the servitization strategy in a company? An exploratory and prescriptive research is carried out, based on the design science research methodology, and supported by a systematic literature review on the related subjects, aiming at proposing artifacts in response to the questions posed. The demonstration of the proposed artifacts is done by means of a case study in a multinational company, which manufactures medical devices, followed by an assessment of this demonstration, supported by the thinking aloud method. From the four research questions, the following results are obtained: (i) identification, analysis and categorization of the main motivating factors for servitization adoption; (ii) proposing a BM architecture according to the service-dominant logic, to help the servitization study; (iii) proposing an innovation process for the company\'s BM, to implement the servitization; and (iv) demonstration and assessment of the proposed BM architecture for servitization. The research offers contributions to the literature of BM and servitization, and to practitioners, proposing the artifacts business model canvas for servitization (BMCS) and the IPIDI process for innovation of BM for servitization, besides some methodological contributions related to design science research and thinking aloud.
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Panarotto, Massimo. "Capturing Value in Conceptual PSS Design : Perspectives from the Automotive Supply Chain." Licentiate thesis, Blekinge Tekniska Högskola, Avdelningen för maskinteknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-00563.
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Manufacturing companies have traditionally focused their design and development activities on realizing technical and engineered aspects of physical artifacts based on performance requirements. The ever-changing business climate, with its increased pace during the past decades, has forced industries to continuously innovate their approach toward the development of new products. Pressured also by global competition, manufacturing companies need to reconsider the traditional concept of realizing value via goods production, and shift towards realizing value through product-service combinations. Companies have begun to recognize that gaining competitive advantage and expanding market shares is not achievable purely through continuous technical improvements. Rather, it is necessary to develop a closer relationship to the customer to gain a deeper understanding of expectations, needs, and perceived value. From a development perspective, the overarching problem within complex systems such as those in which cars, aircraft, and excavators are manufactured, or healthcare is provided, is that the focus on customer value is likely to become blurred since it is difficult to understand the impact a change in any single component in the overall system has on value, and to determine a new function’s impact on future scenarios. The main goals of this thesis are to provide an understanding of key challenges when considering the value different design alternatives provide in the conceptual phases of product development taking the automotive industry as case study, and to explore how to support a multi-disciplinary design team in making value-conscious decisions when dealing with new product-service offerings. The research approach has involved data collection through participation in, and facilitation of, product-service design workshops in the automotive industry. Also, it has involved follow-up meetings and interviews, as well as a review of literature on state-of-the-art methods in early conceptual design phases, which describes the advantages and disadvantages of the different frameworks. The primary finding of the study is that determination of the impact of different PSS design options on customer value becomes more challenging since new elements are introduced (e.g., new business models and services). The design team requires more holistic competences in order to more fully understand changing contexts; and new methods and tools are needed in order to establish a base to define, discuss and assess what “uncontested customer value” is, and link it to the different product-service elements of the system. Secondly, this thesis proposes a conceptual approach for value simulation and assessment of different design options, where the iterative use of personas and scenario generation is combined with value modeling and computer-based simulation techniques, enabling a quick “what-if” analysis of the various options, facilitating the identification of promising combinations of product and service elements that provide higher customer value.
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Sun, Ching-Wen, and 孫菁妏. "Co-Design Method for Service Innovation." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/24162159021820426950.
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碩士國立交通大學
應用藝術研究所
99
Technological developments have a profound influence on people’s lives, and introduce the prospect of diverse new service developed to provide users with a higher quality of life. Unfortunately, a number of technologies remain new to most users, and services that adopt these high-end technologies often confused users or make them uneasy. These services are meant to help people to accomplish their goals, but it doesn't necessarily turn out the way they expected. To create services that fulfill the needs of users, designers must listen to those needs, and take those needs into consideration. This study aims to develop a co-design method, enabling designers to uncover the inner demands of users. n addition, we unravel the difficulties faced by designers and users in the co-design process, and explore methods for developing processes. In addition, we establish U-Service, a method for implementing co-design based on the theory and methods of participatory design. The three main stages of this study are developed through the process of experimentation. First, the exploration stage focuses on the difficulties involved in co-design. Next, we propose an initial method to overcome these difficulties, and test it for further modification in the second stage. Finally, we propose our U-Service in the finalization stage. U-Service is a method for guiding the implementation of co-design for the development of ideas inspired by user insight. The entire process comprises three stages. Through this three-stage (preparation, workshop, and organization) procedure, a better understanding is developed, and trust between the designer and user is established. As a result, a better design outcome can be achieved. This study is dedicated to developing a co-design method for service designers today and the proposed U-Service method is explained in detail. In addition, an illustrative case study is also provided.
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Miranda, Cátia Sofia Costa. "Understanding Service Innovation Approaches: Design Thinking and Service Design - An Exploratory Study." Master's thesis, 2019. https://hdl.handle.net/10216/122873.
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LIU, BAICHUAN, and 劉百川. "Survey and Framework of Service Design and Service System Innovation." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/52228301462442325101.
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碩士輔仁大學
國際創業與經營管理學程碩士在職專班
104
Service design and service system innovation are emergent concepts in the service business industry. More and more businesses are realizing the importance of having a suitable service design and backed by an adequate service system innovation. This paper is a discussion of the main aspects of both service design and service system innovation. Essentially, the paper analyzes the best framework for both service design and service system innovation. Additionally, there are case studies examples provided as a demonstration of how service design and service system innovation can greatly improve the operations of a business in terms of customer experience and satisfaction.
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ALQUIJAY, SARA INES SANCHEZ, and Sara Ines Sanchez Alquijay. "The Integration of Service Design and Kano Model for Intergenerational Service Innovation." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/2rfk4p.
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碩士國立臺北科技大學
互動設計系
107
Based on data about the growing gap between generations and the lack of opportunities for generations to interact, this research aims to propose an Intergenerational Service Innovation Framework (ISIF). First, this research presents the prototype of an intergenerational communication, collaboration, and time management platform called ShareCare. ShareCare proposes an interdisciplinary design framework that uses design thinking and service design to analyze the problem and provide some solutions. Later on, Service Design methodologies are used to extend ShareCare and propose an ISIF that integrates virtual and physical services with the application of the Internet of Things (IoT) technologies. The ISIF is later evaluated using the Kano Model to analyze and classify the proposed function and their related satisfaction factors. At the end of this research, future development and implementation strategies of ISIF are provided. As concluded in this research, the world is going through sharp changes in demographics. Family and society structures are changing, and generations have less opportunities to connect. As technology and information develop, smart infrastructures and innovative services are a promising platform to support and develop practical solutions that increase the possibilities for generations to interact. The ISIF proposed in this research provides a possible solution for solving the problems of the intergenerational gap and improve interaction between generations. However, for future work it’s necessary to fully develop the system platform prototype, the implementation of the service framework, and the intergenerational user experience evaluation of the ISIF proposed in this research.
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HUNG, HSIU-YA, and 洪秀雅. "Service Innovation and Design for A Smart Parking Solution." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/vn7xgc.
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碩士正修科技大學
資訊管理研究所
105
ABSTRACT Recently, transport and information and communication technology (ICT) has changed quickly. The concept of ‘smart living’ has arisen brings forth the living convenience, which continuously upgrades people’s living standard. In spite of blossoming economy, social and cultural development, the problem---trigged by parking---of the traffic capacity for action are the issues we have to face every day. These very imperative problems caused by smart living are hard to be eschewed. In the modern development of ICT, it is an inclination that every industry moves towards to intellectualization. Hence, under the requirementsof smart living and the emergence of service-oriented economy, the parking service innovation is supposed to be coped with in multi-faceted ways. Nowadays, solutions of parking lot are equipped with vehicle identification, e-Tag parking identification, vehicle search systems, present parking space detectors, automatic fare collection system of parking towers, and electronic toll collection system of curb parking spaces. From this perspective, thir research ---by virtue of the service-oriented logic, and design science methodology---intends to mark out and design a series of novel smart parking system services. Hopefully, the present parking lot service models and soultions can and will be innovated. By the process and the method of “Service Design Thinking,” and by the stakeholder interviews and the secondary data collection, this research not solely investigates the problems of the present parking services, but pain points its inconvenience. These identified pain points are to be resolved by service design thinking. Only by the innovative smart parking service models and its service blueprint can the drivers enjoy its convenience. Namely, man-free parking lots deliver warm service experience, improve the service quality of the present parking lots, and innovate new service strategies, coupled with new added value. Keywords: smart living; smart parking service; service innovation; design science; service blueprint
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HSIEH-YING-YING and 謝瑩瑩. "The Construction and Confirmation of Fin Tech Service Innovation Model- Service Design Perspective." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/htznw5.
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碩士長榮大學
經營管理研究所
104
With the booming development of Internet and E-commerce, conventional financial industry has to bring up service innovation to deal with the challenge and impact of Fin Tech. In the previous research of Fin Tech, most of them focused on issue of payment, rather than integrating more aspects. To establish an integrating service innovation model for Fin Tech, this research laid stress on developing new service based on user with viewpoint of service design. The application of service design is based on four stages of service innovation (exploration of innovative element, demand analysis, innovation modeling, proof of innovation) to further effectively develop and verify service innovation model. Both qualitative and quantitative methods are adopted, including literature review, benchmark case study, in-depth interview, content analysis, static model analysis, AHP, triangulation, multivariate analysis and IPA. Following results are gained in this research: 1. Exploration stage: From literature review and gathering of secondary data, the key element and fundamentals of Fin Tech was formed through realization of trend and developing paths. Besides, through referring to significant theories of service innovation and service science, this research formed the analytic dimension of Fin Tech and research process through path of “exploration – demand analysis – modeling – verification.” 2. Modeling: the modeling stage of this essay was divided into three researches: For research one, taking Fin Tech100 published by KPMG as benchmark cases to study, to form a static model through coding with content analysis, for research 2, through in-depth interviewing with executives from domestic financial industry for the service innovation trends under Fin Tech, to form another static model through coding. With integration of both models, this research brings up the analytic structure of research 3, to form the AHP for “service innovation model measurement of Fin Tech” to further concluded as results and propositions through explanation of data. 3. Model Verification: In the last part of this research, research four is proposed to verify the innovation service model of Fin Tech with multivariate analysis and IPA.
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Gonçalves, Luisa de Souza. "A service innovation approach:the lead user proposal in the multilevel service design method." Master's thesis, 2015. https://repositorio-aberto.up.pt/handle/10216/96116.
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