The service innovation handbook : action-oriented creative thinking for service orgainizations : templates, cases, capabilities / ​ Lucy Kimbell.

Includes bibliographical references and index.

ch. 1 Getting ready Case 1 Turning data about phone usage into a resource at 3 Case 2 Staging a different conversation about digital services at Microsoft Method 1 Self-reflection ch. 2 Contexts, strategies, value creation Case 3 Turning sofabeds into resources and rethinking travel experiences at Airbnb Case 4 Agile organizing for democracy by reconfiguring resources through NYCVotes Method 2 Visualizing drivers of change Method 5 Mapping innovation ecosystems ch. 3 Behaving and experiencing Case 5 Changing nurses' care-giving practices at Kaiser Permanente Case 6 Changing behaviours through amplifying positive deviance in Danish prisons Method 4 Mapping the user experience Method 5 Creating a persona/​storyworld ch. 4 Exploring and analyzing Case 7 Using thick data about how children play to reframe business opportunities at LEGO Contents note continued: Case 8 Playing with cultural probes to generate new concepts in fast-moving consumer goods Method 6 Segmenting by meaning Method 7 Opportunity mapping Method 8 Problem/​proposition definition ch. 5 Inspiring and generating Case 9 Prototyping value-in-use by storytelling at Google Case 10 Recombining socio-cultural capacities through tinkering and improvisation at Frugal Digital Method 9 Sketching Method 10 Telling stories ch. 6 Prototyping and playing design games Case 11 Combining existing concepts and activities with new ways of doing things through design games at MindLab Case 12 Prototyping a new after-sales service at Mercedes-Benz Method 11 Planning prototyping and design games Method 12 Service blueprinting ch. 7 Understanding impact Case 13 Focusing on outcomes to design a business-to-business marketing solution Case 14 Using data to develop eco-driving behaviours at Fiat Contents note continued: Method 13 Creating an outcomes framework Method 14 Defining design principles ch. 8 Organizing for service innovation Case 15 Building service transformation capabilities at Capita Case 16 Developing agile innovation teams in financial services at Barclays Recipe 1 Quick wins to improve an existing service Recipe 2 Innovation exploration for an existing service and team Recipe 3 Innovation exploration for a new team working together on an issue.

This is an action-oriented book for managers and entrepreneurs searching ways to tackle issues they face in terms of developing and delivering services. The book focuses on service organizations, but has a broad interpretation of what services are. Directed to the business world and combines inspirational text that is full of examples, with the features of a useful handbook of practical methods with associated templates. The central argument is that managers and entrepreneurs designing service offerings will benefit from using approaches and methods from design and the arts, especially at the early stages of projects. Sometimes called design thinking or design innovation, such approaches help organizations explore and create new configurations of people and things that support users, customers, staff and partners in creating value together. In short, this book argues that design and arts-based approaches are valuable to managers and entrepreneurs designing services, when uncertainty and ambiguity are high.