1. 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

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. ”Technology will create
more efficient systems”
USERS

13. Collaboration?

14. Lavrans Løvlie
Lavrans@livework.no

15. Lavrans Løvlie
Lavrans@livework.no

16. Health system Users

17. USERS are the
unexploited
resource

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
?

21. ”Users will create more
efficient systems”

22. Where do we
start?
22

23.  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…

24. Fix the low-hanging fruit

25. • 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

26. 2014

27. 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