Designers move more and more in the direction of Service Design, in which frequently a participatory or co-design approach is used to involve service providers in the design process. The designerprovider relationship in such Service Design processes differs in four aspects from traditional client-relationships: The relationship is 1) more dynamic and interactive, 2) based on collaboratively evolving ideas and ambitions, 3) focusing on the process of innovation, rather than on the outcome, and 4) frequently based on extrinsic motivation for innovation or on fuzzy starting points. Designers experience difficulties in persuading service providers of the importance of such a collaborative approach, while providers are not familiar with this kind of approach and their organizations are not ready for such a kind of collaboration. This paper positions designer-provider relationship in Service Design processes in literature and describes a research proposal for the development of an efficient and effective participatory design intervention that stimulates collaboration between designers and service providers.
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While literature and practice acknowledge the potential of service innovation as well as digitally enabled innovation processes, the diverse innovation process literature lacks a process model which combines these two aspects. This systematic literature review aims at filling this gap by analysing innovation process theories and approaches with a specific focus on service and digital innovation. 25 conceptualisations of innovation processes were distilled and analysed in detail to present a ‘digital innovation process for services’ model which includes steps on three levels. Consequently, this literature review expands the current state-of-research and acts as the groundwork for further innovation research projects.
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The increasing commercialisation of the sports sector and changing consumer demands are some of the issues that create challenges for non-profit sports in contemporary society. It is important for managers and marketers of these organisations to innovate because innovation is a way to grow within a competitive environment and to meet customers' expectations. The present study aims to develop an explorative typology of sports federations based on their attitudes and perceptions of determinants of innovation and their innovation capacity. A cluster analysis suggested three clusters with different responses towards service innovation: traditional sports federations, financially secure sports federations and competitive sports federations. Sports federations perceiving competition in terms of financial and human resources, favouring change and paid staff involvement in decision-making processes, and with negative economic perceptions are significantly more innovative. These findings have implications for the management and marketing of non-profit sports organisations.
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Little is known about innovation in the non-profit sport sector. The current research addresses this gap by questioning whether and to what extent sport federations innovate. It aims to identify types of innovation implemented by sport federations and their attitude and preferences towards innovation. An online questionnaire was administered to a sample of key representatives (i.e. Chair, Secretary General or Directors) of regional sport federations in Belgium (n = 101; 70% response rate). Directed content analysis of the service innovations described by respondents reveals ten different types of sport and non-sport service innovations. Results suggest that membership size and categories of sport influence preferences in knowledge creation/appropriation, and ultimately the type of innovation developed. This paper also suggests that sport federations are driven by demands by members in meeting their expectations of new services and are not risk averse. On average, the sport federations surveyed have a positive attitude towards newness that favours innovativeness. The current study would help researchers to advance further into the knowledge of service innovation in non-profit organisations. It should act as a foundation for research and practice on specific types of service innovation in sport. Managers should realise the importance of attitude for innovation and use the suggested typology to provide new services in different categories and meet members’ expectations.
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Van de flaptekst: Service design - het ontwerpen van dienstverlening verbetert bestaande diensten of ontwerpen geheel nieuwe. Daarbij wordt gekozen voor een andere invalshoek: creatief onderzoekend en gericht op de ervaringen van individuele gebruikers. Dit is een eindpublicatie van het prgramma Innoveren in Dienstverlening. In negen verschillende projecten werden door creatieve bureaus methoden van service design toegepast. Van dit boek is ook een Engelstalige versie beschikbaar.
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This article seeks to contribute to the literature on circular business model innovation in fashion retail. Our research question is which ‘model’—or combination of models—would be ideal as a business case crafting multiple value creation in small fashion retail. We focus on a qualitative, single in-depth case study—pop-up store KLEER—that we operated for a duration of three months in the Autumn of 2020. The shop served as a ‘testlab’ for action research to experiment with different business models around buying, swapping, and borrowing second-hand clothing. Adopting the Business Model Template (BMT) as a conceptual lens, we undertook a sensory ethnography which led to disclose three key strategies for circular business model innovation in fashion retail: Fashion-as-a-Service (F-a-a-S) instead of Product-as-a-Service (P-a-a-S) (1), Place-based value proposition (2) and Community as co-creator (3). Drawing on these findings, we reflect on ethnography in the context of a real pop-up store as methodological approach for business model experimentation. As a practical implication, we propose a tailor-made BMT for sustainable SME fashion retailers. Poldner K, Overdiek A, Evangelista A. Fashion-as-a-Service: Circular Business Model Innovation in Retail. Sustainability. 2022; 14(20):13273. https://doi.org/10.3390/su142013273
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Service design is literally the design of services. Service designers improve existing services or design completely new ones. Nothing new so far. Services have been around for centuries, and every service was conceived and designed by someone. However, service design takes a different angle; a different perspective as its starting point: it is a process of creative inquiry aimed at the experiences of the individual user. ‘Service design, insights from 9 case studies’ is the final publication of the Innovation in Services programme. During this programme, creative design agencies applied the methods of service design in nine different projects.
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Eindpublicatie van het programma Innoveren in Dienstverlening. In negen verschillende projecten werden door creatieve bureau's methoden van service design toegepast. De verschillende projecten zijn uitgevoerd met dienstverleners rondom Utrecht CS, het UMC Utrecht en de Hogeschool Utrecht
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This paper is a case report of why and how CDIO became a shared framework for Community Service Engineering (CSE) education. CSE can be defined as the engineering of products, product-service combinations or services that fulfill well-being and health needs in the social domain, specifically for vulnerable groups in society. The vulnerable groups in society are growing, while fewer people work in health care. Finding technical, interdisciplinary solutions for their unmet needs is the territory of the Community Service Engineer. These unmet needs arise in local niche markets as well as in the global community, which makes it an interesting area for innovation and collaboration in an international setting. Therefore, five universities from Belgium, Portugal, the Netherlands, and Sweden decided to work together as hubs in local innovation networks to create international innovation power. The aim of the project is to develop education on undergraduate, graduate and post-graduate levels. The partners are not aiming at a joined degree or diploma, but offer a shared short track blended course (3EC), which each partner can supplement with their own courses or projects (up to 30EC). The blended curriculum in CSE is based on design thinking principles. Resources are shared and collaboration between students and staff is organized at different levels. CDIO was chosen as the common framework and the syllabus 2.0 was used as a blueprint for the CSE learning goals in each university. CSE projects are characterized by an interdisciplinary, human centered approach leading to inter-faculty collaboration. At the university of Porto, EUR-ACE was already used as the engineering education framework, so a translation table was used to facilitate common development. Even though Thomas More and KU Leuven are no CDIO partner, their choice for design thinking as the leading method in the post-Masters pilot course insured a good fit with the CDIO syllabus. At this point University West is applying for CDIO and they are yet to discover what the adaptation means for their programs and their emerging CSE initiatives. CDIO proved to fit well to in the authentic open innovation network context in which engineering students actively do CSE projects. CDIO became the common language and means to continuously improve the quality of the CSE curriculum.
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From the article: Though organizations are increasingly aware that the huge amounts of digital data that are being generated, both inside and outside the organization, offer many opportunities for service innovation, realizing the promise of big data is often not straightforward. Organizations are faced with many challenges, such as regulatory requirements, data collection issues, data analysis issues, and even ideation. In practice, many approaches can be used to develop new datadriven services. In this paper we present a first step in defining a process for assembling data-driven service development methods and techniques that are tuned to the context in which the service is developed. Our approach is based on the situational method engineering approach, tuning it to the context of datadriven service development. Published in: Reinhartz-Berger I., Zdravkovic J., Gulden J., Schmidt R. (eds) Enterprise, Business-Process and Information Systems Modeling. BPMDS 2019, EMMSAD 2019. Lecture Notes in Business Information Processing, vol 352. Springer. The final authenticated version of this paper is available online at https://doi.org/10.1007/978-3-030-20618-5_11.
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