Post on 21-Jun-2015
description
LAVRANS LØVLIE
Service solutions
2013 © Livework Studio Ltd
that make a difference13. april 2023 Anders Kjeseth Valdersnes anders@liveworkstudio.com
Nordic Health and Welfare Innovation Arena, Stockholm 2013
Service Innovation
• Service innovation is an activity where known products, services and processes are combined or created in new ways to create economic or perceived value.
• An idea becomes an innovation when it’s realised in practice.
References: Schumpeter (1934), Furseth, Cuthbertson & Reynolds(2010), Hollins(1991), UK Design Council (2012), live|work (2003), Zeithaml, Parasuraman & Berry (1985)
How can it be so difficult?
3
“Needs”
Health system Staff Users
“Systems”
“Value”
Health system Users
“Value”
Health system Users
“Make money”
Low willingness to pay. Demanding to sell.
“Save money”
The good business case isn’t local. It is national.
What is the solution?
10
”Technology will create more efficient systems”
”Technology will create more efficient systems”
USERS
Collaboration?
Lavrans LøvlieLavrans@livework.no
Lavrans LøvlieLavrans@livework.no
Health system Users
USERS are the unexploited
resource in health
«I did not know where to start. Simply finding my way through the welfare system almost broke me.»
Johan, cancer patient
100 questions aboutlife, the disease and the
system.
Sykdomm
en
Syst
emet
Livet
?
”People will create more efficient systems”
Where do we start?
22
Move money aroundAdd technologyInvest in clinical innovationGather more researchRe-organiseWe don’t know, so we will hire some more consultants…
Fix the low-hanging fruit
• Reduce queuing• Improve phone services• Help people keep appointments• Better introductions for patients• Well-informed hand-overs• Staff that actively listen• Service-minded reception desks…and many
more
2014
2013 © Livework Studio Ltd
Thank you!Lavrans Løvlie
lavrans@livework.no
+47 920 82 371
Twitter: @lavranslovlie
www.livework.co.uk
Polaine, Løvlie & Reason
Service DesignFrom Insight to Implementation