Keith Finglas of Innovation Delivery, showed his recent work embedding design thinking with students and researchers at UCD. He also outlined his views on service innovation and the real impact design can make.

1. Services
Innova-on
at UCD
by
Innovation Delivery Ltd.
4 Apr 2009

2. Agenda
1. hat it looks like?
W
2. hat is it?
W
3. ctivities
A
4. & A
Q
4 Apr 2009

3. Product,
Service,
Supply/Demand
Chain,
Organisa-on
Examples

4. In product
and service
projects?
product service/organisa-on
user IaD customer experience
touchpoint design
physical prototyping conceptual prototyping
BOM service delivery blueprint
product plaDorms IT plaDorms
produc-on planning service delivery training
pricing models business models

5. Example Understand and Observe Storytelling and Distillation
Team Brainstorm Stretch ideas into concepts Prototype interactions
Finance:
Improving
an exis-ng
service
Get early feedback Prototype concepts Get stakeholder feedback

6. Example Understand and Observe Storytell and Distill Brainstorm
Stretch ideas into concepts Prototype Endanger Help your teammates
Team
Medical:
Servi-sa-on
Get stakeholder feedback

7. Example Understand and Observe
Team Brainstorm Prototype
Interna1onal
Palate:
New Service
Concept
Prototype Get feedback

8. What is
Innova-on? US Gov’t :
The design, invention, development and/or
implementation of
Design something new
new or altered products,
services, processes, systems, organizational
structures, or business models for the purpose
Execute it
of
creating new value for customers and
Get significant value for
financial returns for the firm.
customers and the firm
4 Apr 2009

9. Basic evaluate inspire
1
cycle
prototype
3
dis-ll
priori-se
2
Innova1on or ideas
Design Cycle
DESIGN‐THINKING MODEL

10. 1
1
In a 3 3
2
program 2
business
features interac1ons
concept
Innova1on or
Design Cycle
WITHIN DEVELOPMENT design implement

11. Paths
Paths to
To
Innova-on?
Innova-on
Embed innova-on systems
in your organisa-on
Run an innova-on project
Create a strategy map

12. Research:
Joint research team (UCD/
Ac-vi-es? NUIM) on Services Innovation,
supporting ongoing projects,
courses
Executive Education:
1. -day course, 1st. Dec 2009
2
2. iploma starts Sep 2010
D

13. Ac-vi-es? Students Content
1. nnovation Management and
I
Leadership
2. nnovation Techniques
I

14. Ac-vi-es? Student Programme Numbers:
2004 one hour, 20 students: SEA
2007/08, 60 hours
08/09 170 undergraduates (open)
20 Masters students (SEA)
2010/11 120 hours EMPS,FSVM,CS
450 undergraduates
50 Masters students
50 Ph.D. candidates

15. Ac-vi-es? Research Roadmap Topics:
1. The innovation process
2. Innovation strategy
3. Project portfolio management
4. Organising for innovation
5. Service process design
6. Service delivery/supply chains
7. Services marketing
8. Sustainability

16. Q & A
design
affects
outcome.