Workshop Service Design Thinking


SERVICE DESIGN
& INNOVATION

SERVICE DESIGN & INNOVATION

How can organisations create innovations that make use of important trends? How can firms incorporate the customer perspective into business and design processes? What are things to take into consideration when it comes to implementing a sustainable innovation?

With a focus on service design and innovation, UMIO offers valuable insights into what is needed to develop enduring innovations that allow organisations to evolve in the 21st century and beyond.

NEWS ITEMS

Service design-thinking

WEBTALKS

TAKE ADVANTAGE OF THE BUSINESS VALUE THAT SERVICE INNOVATION CAN DELIVER

Go to the UMIO Facebook page and join the livestream of our WebTalks series. The next WebTalk will be on June 21!

Any organisation, commercial or public, is faced with various challenges in order to maintain and extend its competitive position. Organisations need to invest in innovation that:

  • results in business value
  • differentiates them from their competitors
  • resonates with the needs of its B2C or B2B customers

Service Innovation is the way to fully optimise the value creation and delivery to your customers. Follow our five-session WebTalks series via Facebook Live to find out about ‘Service Design & Innovation’ and how your organisation can benefit from it.

Fast Facts

  • DATE

    Thursday June 21, 2018

  • TIME

    12.00 – 12.30

  • LOCATION

    (online)

  • LANGUAGE OF INSTRUCTION

    English

  • COSTS

    (free of charge)

  • PERMANENT EDUCATION

    (not applicable)

Service Innovation

Service Innovation, as practised at UMIO, combines the principles of ‘Service Dominant Logic’ with the practical methodologies and tools leveraged from ‘Design Thinking’. The focus of service innovation is to create value for a stakeholder; or in other words, does your firm speak better to the heart and head of your customers than your competitors. It differs from other innovation approaches as it takes a holistic perspective by critically looking into the needs of customers and the value they expect, the current capabilities of the organisation and the ambitions to make it future proof and finally leveraging the opportunities provided by new technologies.

Service Dominant Logic

Our approach to Service Innovation is grounded in the scientific principles of the so called ‘Service Dominant Logic’. It sees the creation of value as an ongoing mutual beneficial relationship between a customer and its supplier rather than a linear delivery of goods or services. Keeping the customer engaged, satisfied and delighted is therefore crucial in creating customers that are loyal and are willing to show ambassadorship for your organisation. This means that all entities and departments that directly or indirectly add to the value creation in this customer relationship need to be aligned in order to meet and exceed the expectations of the customer.

Service Innovation powered by Design Thinking is the tool to fully optimize the value creation and delivery to your customers. Follow our free four-session WebTalk-series find out more about ‘Service Innovation’ and how your organisation can benefit from it.

WebTalk Series

WebTalk 1: Futurize your Business – the Value of Service Innovation for Your Organisation

In this first WebTalk we discuss the origin, status-quo and future of Service Innovation and how it can be beneficial for your organization. Use-cases from various sectors will be shared and there will be room to ask our experts questions related to your organization and the business context it operates in.

WebTalk 2: Innovate With Service Design - the Development of Customer-centric Innovations with Design Thinking

In this second WebTalk we dive into the methodologies and tools used to develop and improve tailor-fit offerings to your customers by making use of Design Thinking. Design Thinking is a flexible and practical approach to innovation that employees can easily take advantage of in order to boost their innovation impact. Want to know how it differs from other innovation methodologies and how it can be beneficial for your organisation you are free to ask our academic experts for advice.

WebTalk 3: Digitalize the Decision Making - the Implementation of Data-driven Services and Smart Marketing

In this third WebTalk we cover the digitalization of services and how the data can be leveraged in order to make better informed strategic, tactical and operational decisions. Various use-cases will be shared from renowned organizations that embedded ‘smart services’ and aligned their organization around them. Feel free to ask our academic experts more about how your organisation can take advantage of data-driven decision making and smart marketing.

WebTalk 4: Co-creating Excellent Services - Involving Supply Chain Partners in Services Innovation

In this fourth WebTalk we talk about how organizations can co-innovate with their supply chain partners. Both research and practice show how the involvement of suppliers can lead to more creativity and enhanced service innovation. However, only under certain conditions. Feel free to ask our academic expert how your organization can manage co-creation with outside partners.

WebTalk 5: Cultivate Innovation – the Change of Behaviour and Transformation of Organizations

In this fifth WebTalk we talk about what is needed to successfully implement a new organizational mind set throughout your organization that incorporates the aspects of ‘Design Thinking’ and ‘Service Dominant Logic’. Various examples will be shared and WebTalk-attendees will have the opportunity to post questions to our academic expert on how these principles can be applies in their organisation.

PROGRAMMES & PROJECTS

SERVICE DESIGN THINKING

[ JUNE 2018 ]

Unique, enlightening, out-of-the-box, effective! These are the words to describe this workshop, which has been developed for ambitious managers, professionals and entrepreneurs who dare to take a critical look at their company’s innovative capabilities.


ADVANCED SERVICE DESIGN THINKING

[ JUNE 2018 ]

Highly successful companies and organisations are continuously innovating, to be in tune with market dynamics and ahead of the competition. This course teaches you about (service) design thinking, how to truly understand stakeholders, and how to create solutions that people desire both rationally and emotionally.


DE KRACHT VAN SERVICE INNOVATIE

[ 24 OKTOBER – 14 NOVEMBER – 12 DECEMBER ]

Hoe kun je continu meerwaarde blijven creëren voor je klanten? In deze cursus ligt de focus op strategisch innovatiemanagement in combinatie met hands-on tools en het werken aan je eigen bedrijfscasus. Het doel is om de innovatiecapaciteit van jou en jouw organisatie te versterken!


SERVICE INNOVATION PROJECT

[ ON DEMAND ]

With our service innovation projects, we help you and your organisation identify business challenges and potential innovations, and make them tangible. We develop and design a new or improved service concept, which takes no more than 8 to 12 weeks.


ASK OUR SERVICE INNOVATION EXPERTS!

UMIO DEDICATED EXPERTS

<strong>SABINE JANSSEN</strong>

SABINE JANSSEN

Head of Service Science Factory, Sr. Innovation Project & Programme Manager & Trainer
<strong>DOMINIK MAHR</strong>

DOMINIK MAHR

Scientific Director Service Science Factory
<strong>DAMIEN NUNES</strong>

DAMIEN NUNES

(Service) Design Thinker & Trainer
<strong>CARMEN VONKEN</strong>

CARMEN VONKEN

Project Leader

MAASTRICHT UNIVERSITY AFFILIATED EXPERTS

<strong>HANS KASPER</strong>

HANS KASPER

Professor, Marketing and Supply Chain Management, School of Business and Economics
<strong>JOS LEMMINK</strong>

JOS LEMMINK

Professor of Marketing and Service Innovation, Marketing and Supply Chain Management, School of Business and Economics
<strong>MARTINA ČAIĆ</strong>

MARTINA ČAIĆ

PhD Candidate, Marketing and Supply Chain Management, School of Business and Economics
<strong>SUSAN STEAD</strong>

SUSAN STEAD

PhD Candidate, Marketing and Supply Chain Management, School of Business and Economics
<strong>ROBERT CIUCHITA</strong>

ROBERT CIUCHITA

Postdoctoral Researcher, Marketing and Supply Chain Management, School of Business and Economics
<strong>KARS MENNENS</strong>

KARS MENNENS

PhD Candidate, Marketing and Supply Chain Management, School of Business and Economics

WHAT CAN WE DO FOR YOU?

With our Service Science Factory (SSF), we help you identify business challenges and potential innovations, and make them tangible. In our service innovation projects we develop and design a new or improved service concept, which takes no more than 8 to 12 weeks.

Projects usually include qualitative and quantitative customer analysis, market trends analysis, competitor analysis, value analysis, service blueprinting, persona development, a range of new service ideas and a ready-to-implement service concept. Outcomes are however always adapted to the specific needs of our client organisation.

Why is it relevant?

Services are becoming more and more important. Our economy is becoming increasingly service-oriented, leaving many organisations struggling to adapt. Research has shown that profit margins are higher for companies with a strong focus on service delivery (5% product centric businesses vs. 15% service centric businesses).

Providing a service, however, is not static. It means that you need to know the market, the customer, the company’s competencies and constantly evaluate the status of the service. You need to constantly improve your service and come up with innovations, in order to keep up with the demand of your customer and retain your competitive advantage.

Looking forward to being in touch!

If you want to explore the options of engaging in a Service Science Factory project together with UMIO, please don’t hesitate to reach out. We are more than happy to grab a coffee and have an explorative talk to find out if and how we can be of service to you and your organisation!

CONTACT US

Sabine Janssen

Sabine Janssen

Head of Service Science Factory, Sr. Innovation Project & Programme Manager & Trainer

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