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Lavranslvlieliveiwork 130524064554-phpapp02
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Lavranslvlieliveiwork 130524064554-phpapp02
Lavranslvlieliveiwork 130524064554-phpapp02
Lavranslvlieliveiwork 130524064554-phpapp02
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Lavranslvlieliveiwork 130524064554-phpapp02
Lavranslvlieliveiwork 130524064554-phpapp02
Lavranslvlieliveiwork 130524064554-phpapp02
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Lavranslvlieliveiwork 130524064554-phpapp02
Lavranslvlieliveiwork 130524064554-phpapp02
Lavranslvlieliveiwork 130524064554-phpapp02
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Lavranslvlieliveiwork 130524064554-phpapp02
Lavranslvlieliveiwork 130524064554-phpapp02
Lavranslvlieliveiwork 130524064554-phpapp02
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Lavranslvlieliveiwork 130524064554-phpapp02
Lavranslvlieliveiwork 130524064554-phpapp02
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Lavranslvlieliveiwork 130524064554-phpapp02

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  • 1. LAVRANS LØVLIE Service solutions that make a difference Nordic Health and Welfare Innovation Arena, Stockholm 2013 2013 © Livework Studio Ltd 21 May 2013 Anders Kjeseth Valdersnes anders@liveworkstudio.com
  • 2. 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)
  • 3. How can that be so difficult? 3
  • 4. “Needs” Health system Staff Users
  • 5. “Systems”
  • 6. “Value” Health system Users
  • 7. “Value” Health system Users
  • 8. “Make money” Low willingness to pay. Demanding to sell.
  • 9. “Save money” The good business case isnt’t local. It is national.
  • 10. What is the solution? 10
  • 11. ”Technology will create more efficient systems”
  • 12. RS will create ”Technology SE U more efficient systems”
  • 13. C on? ati bor lla o
  • 14. Lavrans Løvlie Lavrans@livework.no
  • 15. Lavrans Løvlie Lavrans@livework.no
  • 16. Health system Users
  • 17. he et ar RS SE U ed it plo ex un rce ou es r
  • 18. «I did not know where to start. Simply finding my way through the welfare system almost broke me.» Johan, cancer patient
  • 19. 100 questions about life, the disease and the system. Livet ?
  • 20. ”Users will create more efficient systems”
  • 21. Where do we start? 22
  • 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…
  • 23. Fix the low-hanging fruit
  • 24. •  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
  • 25. 2014
  • 26. E DESI GN Thank you! led SERVIC Service Design is an emin ently pr work for actical gu people. ide to de It offers signing powerfu help you services l insights design, that , methods implemen , and case t, and m ences w studies easure m ith greate to ultichann r impact el servic for cust omers, bu e experi sinesses “For anyo ne making , and so the journ ciety. hard-won ey into th know e ge and fie world of JESSE JAM service de ld experie ES GARR sign, this nce, shou ET Author of book, inf ld be your The Eleme T ormed by nts of Us first stop er Experi its author .” ence s’ “A great int roducti N +47 920 82 371 Twitter: @lavranslovlie , and R E A SO Co ve r Illu lavrans@livework.no E , LØ V LI E Lavrans Løvlie years on -to-read .” introduct service de ion to se sign agen rvice desig cies. A ‘m in theory n, with gr ust read , methods eat exam ’ for anyo , and prac ples from PROF. BIR ne who wa tice!” one of th GIT MAGE nts to be e world’s R Presiden come fam t, Ser vice leading iliar with Design Ne service de twork gG mbH sign “There’s no bette r way to ground up learn ab .” out serv ice desig MARK HU n than fro NTER Chief De m those sign Offi who have cer, Desig built it fro n Council (UK) m the by POL A IN on to serv MARC STI ice desig CKDORN n by peop Editor an le who sh d Co-Autho aped this r of This Is Ser vic approach e Design from its Thinking “An easy early str ati on by Lo tta Nie mi ne ww w. ros en fel dm ed ia. co m MO RE ON SE RV ICE ww w. ros DE SIGN en fel dm ed ia. co m/ bo ok n s/s er vic e-d es ign / SERVIC E D ESIGN From Insi ght to Im plementa by A N tion DY POL A IN E , L AV R A N S an d B E N R E A SO LØ V LI E N fo re wo , rd by Jo hn Th ac ka ra Polaine, Løvlie & Reason" www.livework.co.uk 2013 © Livework Studio Ltd Service Design! From Insight to Implementation

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