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    Lavranslvlieliveiwork 130524064554-phpapp02 Lavranslvlieliveiwork 130524064554-phpapp02 Presentation Transcript

    • LAVRANS LØVLIE Service solutions 2013 © Livework Studio Ltd that make a difference 21 May 2013 Anders Kjeseth Valdersnes anders@liveworkstudio.com Nordic Health and Welfare Innovation Arena, Stockholm 2013
    • Service Innovation •  Service innovation is an activity where known products, services and processes are combined or created in new ways to create economic or perceived value. •  An idea becomes an innovation when it’s realised in practice. References: Schumpeter (1934), Furseth, Cuthbertson & Reynolds(2010), Hollins(1991), UK Design Council (2012), live|work (2003), Zeithaml, Parasuraman & Berry (1985)
    • How can that be so difficult? 3
    • “Needs” Health system Staff Users
    • “Systems”
    • “Value” Health system Users
    • “Value” Health system Users
    • “Make money” Low willingness to pay. Demanding to sell.
    • “Save money” The good business case isnt’t local. It is national.
    • What is the solution? 10
    • ”Technology will create more efficient systems”
    • ”Technology will create more efficient systems” USERS
    • Collaboration?
    • Lavrans Løvlie Lavrans@livework.no
    • Lavrans Løvlie Lavrans@livework.no
    • Health system Users
    • USERS are the unexploited resource
    • «I did not know where to start. Simply finding my way through the welfare system almost broke me.» Johan, cancer patient
    • 100 questions about life, the disease and the system. Livet ?
    • ”Users will create more efficient systems”
    • Where do we start? 22
    •  Move money around  Add technology  Invest in clinical innovation  Gather more research  Re-organise  We don’t know, so we will hire some more consultants…
    • Fix the low-hanging fruit
    • •  Reduce waiting •  Improve phone services •  Help people make appointments •  Better introductions for patients •  Well-informed hand-overs •  Staff that actively listen •  Service-minded reception desks …and many more
    • 2014
    • 2013 © Livework Studio Ltd Thank you! Lavrans Løvlie lavrans@livework.no +47 920 82 371 Twitter: @lavranslovlie www.livework.co.uk SERVICE DESIGNFrom Insight to Implementationby ANDY POLAINE, LAVRANS LØVLIE, and BEN REASON foreword by John Thackara Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experi- ences with greater impact for customers, businesses, and society. “For anyone making the journey into the world of service design, this book, informed by its authors’ hard-won knowledge and field experience, should be your first stop.” JESSE JAMES GARRETTAuthor of The Elements of User Experience “A great introduction to service design by people who shaped this approach from its early years on.” MARC STICKDORNEditor and Co-Author of This Is Service Design Thinking“An easy-to-read introduction to service design, with great examples from one of the world’s leading servicedesignagencies.A‘mustread’for anyonewhowantstobecome familiarwithservicedesign in theory, methods, and practice!” PROF. BIRGIT MAGERPresident, Service Design Network gGmbH“There’s no better way to learn about service design than from those who have built it from the ground up.” MARK HUNTERChief Design Officer, Design Council (UK) Cover Illustration by Lotta Nieminen www.rosenfeldmedia.com MORE ON SERVICE DESIGNwww.rosenfeldmedia.com/books/service-design/ SERVICEDESIGNbyPOLAINE,LØVLIE,andREASON Polaine, Løvlie & Reason" Service Design! From Insight to Implementation