Lavrans Løvlie_Nordic Health and Welfare Innovation Arena


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Lavrans Løvlie_Nordic Health and Welfare Innovation Arena

  1. 1. LAVRANS LØVLIEService solutions2013 © Livework Studio Ltdthat make a difference21 May 2013 Anders Kjeseth Valdersnes anders@liveworkstudio.comNordic Health and Welfare Innovation Arena, Stockholm 2013
  2. 2. Service Innovation•  Service innovation is an activity where knownproducts, services and processes are combined orcreated in new ways to create economic orperceived value.•  An idea becomes an innovation when it’s realised inpractice.References: Schumpeter (1934), Furseth, Cuthbertson & Reynolds(2010), Hollins(1991), UK Design Council (2012),live|work (2003), Zeithaml, Parasuraman & Berry (1985)
  3. 3. How can that beso difficult?3
  4. 4. “Needs”Health system Staff Users
  5. 5. “Systems”
  6. 6. “Value”Health system Users
  7. 7. “Value”Health system Users
  8. 8. “Make money”Low willingness to pay.Demanding to sell.
  9. 9. “Save money”The good business caseisnt’t local. It is national.
  10. 10. What is thesolution?10
  11. 11. ”Technology will createmore efficient systems”
  12. 12. ”Technology will createmore efficient systems”USERS
  13. 13. Collaboration?
  14. 14. Lavrans Lø
  15. 15. Lavrans Lø
  16. 16. Health system Users
  17. 17. USERS are theunexploitedresource
  18. 18. «I did not know where to start. Simply finding my waythrough the welfare system almost broke me.»Johan, cancer patient
  19. 19. 100 questions aboutlife, the disease and the system.Livet?
  20. 20. ”Users will create moreefficient systems”
  21. 21. Where do westart?22
  22. 22.  Move money around Add technology Invest in clinical innovation Gather more research Re-organise We don’t know, so we will hire somemore consultants…
  23. 23. Fix the low-hanging fruit
  24. 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. 25. 2014
  26. 26. 2013 © Livework Studio LtdThank you!Lavrans Lø 920 82 371Twitter: DESIGNFrom Insight to Implementationby ANDY POLAINE, LAVRANS LØVLIE,and BEN REASON foreword by John ThackaraService Design is an eminently practical guide to designing services thatwork for people. It offers powerful insights, methods, and case studies tohelp 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 leadingservicedesignagencies.A‘mustread’for anyonewhowantstobecome familiarwithservicedesignin 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 theground up.”MARK HUNTERChief Design Officer, Design Council (UK)Cover Illustration by Lotta Nieminenwww.rosenfeldmedia.comMORE ON SERVICE,LØVLIE,andREASONPolaine, Løvlie & Reason"Service Design!From Insight to Implementation