Category Archives: Service Design

#Service #Innovation: The Book

I was THRILLED when these five glossy paperbacks were delivered to my home a few weeks ago! Service Innovation, An eighteen month collaboration with three professors from the CTF Service Research Center at Karlstad University, Sweden, was now tangible. What was it like to collaborate on a book with researchers 6,691 km away? Continue reading

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How to profit from REALLY poor #service!

Last Friday my wife and I drove 2.5 hours to Charleston, WV, in order to purchase a 5-year pre-check pass from the TSA for $85 each. Most sites have a waiting time of a month for an appointment to buy the pre-check.

I was wondering if other notorious bad service providers have similar profit opportunities.. Continue reading

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All Products are #Service – Watch out Small Business?

A central theme in the new book Service Innovation is that “All Products are Service” and that all businesses accordingly should focus on the value-creation and experience of users. A recent blog post notes the phenomena “Everything as a Service” arguing that servicization bodes ill for small business. Continue reading

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Ideation is for INDIVIDUALS, not groups!

Group brainstorming is not a good way to generate innovation ideas. In the Preface to Sprint, Jake Knapp discusses his missteps using group brainstorming at Google.

He notes that the brainstorming sessions were “a lot of fun,” , but… did not generate successful ideas. The best ideas were generated by individuals “sitting at their desks, or waiting at a coffee shop, or taking a shower.”

This matches what I found in a study of 50 years of research on group user research. Continue reading

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Innovation books – what do we NEED?

The process of coming up with a long list of 16 favorite innovation books got me to thinking about What is missing – What is the Blue Ocean space in popular innovation reading?

I think I found two blue patches – Do you spot others?? Or do you think I missed a great book in those patches? Continue reading

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My very favorite #books on #innovation : A to I

I decided to create a list of my 10 favorite innovation books…but came up with 15. It was hard enough to narrow the list to nearly 10 – no way I was going to try to rank order them. So … Continue reading

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Innovation Week 2/19/2011: Users in innovation?

Do users have a role to play in really innovative new product development? A disccussion of pros and cons that draws on the ideas of von Hippel, Sarasvathy and others. Also discussions on the clout of Klout, and social media marketing. Continue reading

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