Co-creative Practices in Service Innovation

Holmlid, Stefan; Mattelmäki, Tuuli; Visser, Froukje Sleeswijk; Vaajakallio, Kirsikka

doi:10.1007/978-1-4471-6590-3_25

Cited by 31 publications

(28 citation statements)

References 32 publications

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“…At their heart is a focus on user orientation and contextualization and therefore they do take a cocreation perspective. These methods incorporate the concept of design thinking, which transcends customer participation in the form of surveys or semistructured qualitative interviews to ensure deeper understanding of customer experiences of multidimensional, complex services, often using physical enactments (e.g., “body storming” or role-playing), and context mapping using “make-tools” (drawing and creating physical models with a variety of materials) which can elicit latent needs or feelings (Holmlid 2009). However, we wanted to design a methodology that is enabling and inclusive for all users.…”

Section: Service Design Methodsmentioning

confidence: 99%

The Trajectory Touchpoint Technique: A Deep Dive Methodology for Service Innovation

Sudbury-Riley

Hunter-Jones

Al-Abdin

et al. 2019

Journal of Service Research

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This article introduces the trajectory touchpoint technique (TTT), a service design methodology that harnesses customer experiences for enriched understanding of value throughout multilevel service components to ultimately increase innovativeness. We detail the design and development of the TTT using design science research, a goal-oriented methodology that produces robust and practical solutions to organizational problems. We demonstrate the TTT’s practical utility through collaborations with different organizations (n = 9) and diverse service users (n = 240). We show how the TTT is an easy to use methodology that enhances understanding of value creation and illustrate its benefits with concrete examples of innovations to service encounters, the service system, and the value constellation. We reveal how a service design methodology can be the bridge between the theoretical standpoint of S-D logic’s perspective on value cocreation and the practical tools and techniques required to operationalize it.

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Section: Service Design Methodsmentioning

confidence: 99%

The Trajectory Touchpoint Technique: A Deep Dive Methodology for Service Innovation

Sudbury-Riley

Hunter-Jones

Al-Abdin

et al. 2019

Journal of Service Research

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“…However, human‐centered aspects are not the only ones that are important for service design. They go hand in hand with the multi‐actor, systemic, and participatory considerations that emerge during the service design process using various design tools (Holmlid, 2009; Holmlid, Mattelmäki, Visser, & Vaajakallio, 2015; Kimbell, 2011). Karpen et al (2017) studied service design principles by relating them to individual abilities, design practices, and organizational capabilities.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Service design as an innovation approach in technology startups: a longitudinal multiple case study

et al. 2020

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While service design has been accepted as a human-centered and cocreative approach to service innovation, its role in technology-driven contexts, specifically technology startups, has been largely unexplored. Previous research suggests that technology startups tend to focus on technical aspects of innovation, neglecting the value cocreation potential of service innovation that service design can facilitate. Focusing on value propositions as the main mechanisms of service innovation, this study explores how service design facilitates service innovation in technology startups. This longitudinal study examines the opportunities and challenges of introducing service design for the purpose of service innovation in five technology startups over a period of 11 months. Results reveal how service design facilitates the creation of new value propositions that expand the previous technology-driven focus towards a human-centered and cocreative one. Additionally, findings suggest that there are two levels of how service design becomes embedded in technology startups that are contingent on their life cycle stage. This contributes to the service innovation literature that views innovation as development of new value propositions and describes the key role of service design. The study also discusses managerial implications of the findings for technology startups and service designers and provides directions for future research. K E Y W O R D S service design, service innovation, technology startups, value proposition

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“…The case highlights how co-creation can benefit gaining traction and support within the company for new ideas, bring different departments on board, and aid in the development of the new competencies and capabilities essential to servitization maturity (Holmlid et al 2015). Particularly, co-creation can be a pivotal, positive disruptor in transitioning from product development to PSS-development (Wetter-Edman, Vink, and Blomkvist 2018).…”

Section: Relevance To Development Of Circular Pssmentioning

confidence: 99%

“…Co-creation methods enable users and other relevant stakeholders to participate in the design process of new service and product offerings (Holmlid et al 2015;Sanders and Stappers 2008). Co-creation has become well established in recent years (S anchez de la Gu ıa, Cazorla, and de-Miguel-Molina 2017), but to date, this approach has received limited attention from the circular economy community and in the development of circular product-service systems (PSSs) (Lofthouse and Prendeville 2018;Selvefors et al 2019).…”

mentioning

confidence: 99%

The Impact of Co-Creation on the Design of Circular Product-Service Systems: Learnings from a Case Study with Washing Machines

2020

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Designers play an important role in service transformation and the development of product-service systems by applying co-creation methods. This paper This is an Open Access article distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives License (http://creativecommons.org/licenses/by-nc-nd/ 4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is properly cited, and is not altered, transformed, or built upon in any way.

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Co-creative Practices in Service Innovation

Cited by 31 publications

References 32 publications

The Trajectory Touchpoint Technique: A Deep Dive Methodology for Service Innovation

The Trajectory Touchpoint Technique: A Deep Dive Methodology for Service Innovation

Service design as an innovation approach in technology startups: a longitudinal multiple case study

The Impact of Co-Creation on the Design of Circular Product-Service Systems: Learnings from a Case Study with Washing Machines

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