Service Design and Delivery: How Design Thinking Can Innovate Business and Add Value to Society

ISBN-13: 9781606497845 / Angielski / Miękka / 2015 / 120 str.

Toshiaki Kurokawa; Milan Frankl

Opis

Service Design and Delivery has been broadly discussed and explored by various players, including the practitioners who deliver services, scholarly professionals who evaluate it, and laymen who are the recipients of service. In this book, we will examine two specific approaches to this task: Design Thinking and Societal Consideration. In other words, we will look at Service Design and Delivery from the innovator's viewpoint as well as from the viewpoint of the social entrepreneur.
Consequently, it is important to design services not only for profit maximization but also for social value. Innovation is not a static thing; it evolves dynamically; and every innovation needs to start from new place. Our society is changing in very subtle ways, and our customers today are different from our customers of yesterday. Because of this dynamism adopting a design thinking approach to organizational improvement is critical for both business and society.

This book explains the design thinking approach both for designing new services and delivering the services. This approach itself can be applied to areas other than pure services, because it contains the innovative and intrinsic ingredients that can be applied to any human activity. The book will cover topics such as mindset and preparation for service design as well as prototyping and testing the service design. Introduction on design thinking is discussed and design thinking toolkits are provided - a useful tool for the reader to implement. Both IDEOs Design Thinking for Educators Toolkit and Innovation Leadership Boards Playbook for Strategic Foresight and Innovation are discussed in detail.