Service design and delivery : how design thinking can innovate business and add value to society

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. Why do we need these approaches? First, the demands of competitive global markets require innovative approaches to the design and delivery of services. Having a great product while providing one's customers with simply adequate service is not enough; their service needs must be met in an exciting and unforgettable way. Second, the complexities of modern society are such that both producers and consumers of goods and services are expected to care not only about their quality but about the value they represent to our society. 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 also 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 Abstract: 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. Chapter 1 introduces mindset and preparation for service design. Introduction on design thinking and design thinking toolkits are provided in Chapter 2, which you can try in your service. Both IDEO's Design Thinking for Educators Toolkit and Innovation Leadership Board's Playbook for Strategic Foresight and Innovation are discussed in detail. Chapter 3 provides a societal approach which is often neglected in the service design. A short break is provided at Chapter 4, entitled "Intermezzo," summarizing the contents of preceding chapters and presenting additional and refreshing perspectives on service design with the design thinking approach. Prototyping and testing the service design is the theme of Chapter 5. Chapter 6 provides some case studies so that you can check what you have learned. I picked up real cases from local areas. In Chapter 7, we summarize the contents of this book. The summary and conclusion can be used as a quick reference for the contents of the book 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 IDEO's Design Thinking for Educators Toolkit and Innovation Leadership Board's Playbook for Strategic Foresight and Innovation are discussed in detail. "There is absolutely no excuse not to have acquired more of your ideal business right after you've read this book."--Alan Weiss, PhD, author of Million Dollar Consulting and 55 other books. This book is designed to help organizations looking for significant growth. Offering a great product or service does not guarantee success-to win these days, a business must also excel at marketing and selling. In most instances, a big marketing team and budget also isn't necessary. To achieve big goals, focus must be put on the most important marketing and sales activities that generate the biggest i Examines two specific approaches to this service design and delivery: design thinking and societal consideration. In other words, the authors look at service design and delivery from the innovator's viewpoint as well as from the viewpoint of the social entrepreneur.