Reshaping mental models – enabling innovation through service design

Enabling Innovation in Complex Welfare Service Systems

This paper explores the potential for innovation in welfare services. Using the complexity lens, the paper presents a theoretically founded basis for enabling innovation in complex public-private welfare service systems. The empirical data was collected by conducting semi-structured interviews with leading office holders responsible for social services in the City of Helsinki (Finland) and exec...

Inspiring service innovation through co-design in public sector healthcare

How can we inspire service innovation through the co-design of public sector healthcare delivery particularly when facing a large and complex challenge? The design and development of a new prototype food service to address malnutrition in older adult hospital patients is used as a case study. It describes how methods used predominantly by designers have been adapted to empower, train, inspire, ...

Improving Service Innovation through Structured Process-oriented Knowledge Infrastructure Design

Formalised service innovation is a central tenet of enterprise systems lifecycle phases. Event driven process models extended with knowledge objects are found to be not useful in early lifecycle phases. When an upgrade is required, a map of the knowledge infrastructure is needed to better design further service innovation because functional maps no longer adequately describe the context adequat...

Service System Design (SSD) Innovation through Consumer Participation

This study reports on the issue of consumer-led design ideas in service innovations. The research is conducted through a “service science” lens, which treats consumers, providers, and technologies as parts of a service system wherein their interaction results in potentially mutual benefits. However, do consumers want to provide input into the design of services, can their ideas be valuable, and...

Enabling innovation through integrated systems engineering