Interdisciplinary teams and co-creation Think about this: Make a phone call requires a phone, the person who makes the call and an interaction process (pick up the phone, check number) and if someone or something answer, it requires more a person or a machine. Only the phone or the person and much less to the […]
Interdisciplinary teams and co-creation
Think about this:
Make a phone call requires a phone, the person who makes the call and an interaction process (pick up the phone, check number) and if someone or something answer, it requires more a person or a machine. Only the phone or the person and much less to the act of digitalize as the process, almost didn’t make sense.
The important in the scenario presented is not the list of steps to make a call but to realize that we often forget that there are interactions between people and between people and objects and that these may represent a service.
And what is a service?
“Service is the personal sum of a Customer’s experiences in all her interactions, through touch-points, with the products and/or services of the company
in all her interactions with the relevant experiences of others, through or in the Customer’s (on-line) social networks
making up for the Customer’s perception of the value received and/or to be received from the company at any point in time.”–Wim Rampen
And what can be service design?
When we look at services we cannot focus products, we must focus on consumers and thinking of value creation processes, where the emerging value to consumers is perceived by them.
What we look for is to design and arrange the interactions among who provides the service and the end-user creatively (processes and methods)
One of the basic elements of logic of service is the understanding that both goods (tangible) and services (intangible) provide customer service.
Consider intangible assets which are, from the customer point of view, useful, profitable and desirable, but also are effective, efficient and differentiators for the provider.
The fundamental principle of service-dominant logic is the reciprocal service, defined as the application of skills of an organization for the benefit of another party, which is the fundamental basis of the economy exchange.
And how can we get there?
– Researching, conceptualizing, designing, building and implementing.
The teams in service design visualize, formulate solutions and choreograph the new possibilities. When they interpret the needs and behaviors of potential users they turn them into potential future services.
For example, to create attractive service experiences, “IDEO uses tools such as the construction of scenarios,” bodystorming”customer journey mapping, prototyping and video to create a tangible and actionable vision of the desired result”.
This approach to service design involves experts from various fields and interdisciplinary teams or at some moments, generalists as Tamsin Smith said:
“As Service Design aims to create a symbiotic relationship between provider and user, research is designed to actively involve and investigate all significant people in the service ecosystem. In order to understand people, systems, strategy, and business models, Service
Design borrows from, and is, a mash up of disciplines. Conducting design research is the foundation for building and developing any project.”
The basic skills of a traditional research are not sufficient for an effective design services. Don’t just talk, listen, observe and investigate. It is necessary to plan, design research activities and synthesize “insights” systematically and with meaning always in an atmosphere of openness and sharing to co-create value.
The clarification of the context is very important, and this includes the Organization as a service provider.
Knowing well the context where we work it becomes easier to establish connections and collaboratively co-create.
In an organization, goods, ideas and information, knowledge and skills of an employee, are also a distribution mechanism to provide services where the customer is always a co-creator of value.
“Service Design is the collaborative process of improving the economic, social, and environmental value that products and services can offer to customers. Unlike traditional design disciplines, service design employs a holistic approach to assess the demand, offerings, and strategies to deliver services across multiple touchpoints and channels over time. It looks at adding value for both users and providers by improving not only factors such as ease, satisfaction, and look and feel of services, but also the systems and operational processes behind them.”
The company cannot deliver value, only proposals for value!
This is a point of view! And yours?
- Innovation and the re-learning of Small and Medium Enterprises
- If you don’t want to innovate … buy a startup!
- His Excellency the Continuous Improvement …
- Organizational innovation – Those who wait for problems do not always achieve a solution
- When we are building a team, attitudes are a unique value
TagsAnalyses and intuition Art and innovation Ask questions Assumptions and innovation Behavior and innovation Behavior change Business model Business models Collaboration and innovation Connections and creativity Create value Creativity and diversity Creativity and empathy Creativity and sustainability Critical thinking Designthinking Design thinking and business Diversity and creativity Diversity and Innovation Emotional experiences Empathy and innovation Evaluation of ideas Innovation and Human Resources Innovation and Management Innovation and networks Innovation and observation Innovation and possibilities Innovation and trust Innovation Culture Inovattion Institute for the Future Interception of ideas Intuitive thinking Making decisions Marty Neumeir Motivation and collaboration Open Innovation Services Passion and creativity Protoypes Resistance to change Rethinking options Simplicity and innovation Time and creativity values and innovation White space
- June 2018
- May 2018
- April 2018
- March 2018
- February 2018
- May 2017
- April 2017
- March 2017
- February 2017
- January 2017
- December 2016
- November 2016
- February 2016
- March 2014
- May 2013
- April 2013
- March 2013
- February 2013
- January 2013
- December 2012
- November 2012
- October 2012
- September 2012
- August 2012
- July 2012
- June 2012
- May 2012
- April 2012
- March 2012
- February 2012
- January 2012
- December 2011
- November 2011
- October 2011
- September 2011
- August 2011
- July 2011
- June 2011
- May 2011
- April 2011
- March 2011
- February 2011
- January 2011