Simon Clatworthy

To meet the complex societal and economic challenges facing healthcare service provision, the public sector is dependent on new partnerships and networked collaboration in order to meet policy and program goals. The medical culture with its deeply institutionalized ways of working combined with siloed expertise makes such collaboration and organizational change especially difficult... Read »

In this article, we provide in-depth insight into the process of adopting service design (SD) by a large service organization. We use an inductive interpretive approach and draw on rich longitudinal data collected in one of the world’s major telecommunication companies that undertook a series of SD initiatives to improve its innovation capability... Read »

This book adopts a multidisciplinary approach to innovation, and argues that because innovation is always risky business, trust is an essential premise and outcome of successfully designing, developing and finally launching innovations. Each part of the book encompasses a different aspect of innovating for trust... Read »

This paper contributes to the current conceptualisation of service as a design material from three different perspectives. We use: a) definitions of the term material, b) the connection to service logic and c) the techniques that service designers use, to discuss ways to understand service from a design perspective... Read »

A report exploring the possibility of developing KPI’s for Service Design in an organisation. Based upon a workshop carried out together with a major telecommunications provider, and summarising aspects of design thinking (and service design) a few suggestions for KPI’s are suggested. Further, key aspects of service design thinking are identified... Read »

Change by Design: Transforming organisational mindsets through Service Design thinking “Everything I have learnt during the last 20 years has been thrown up in the air, and landed up-side down – in a good way”. This quote is from a manager who participated in Service Design Academy, a transformation programme in Telenor; one of the world’s largest mobile operators... Read »

The increasing attention to the design for customer experience has led to the development of a new field of design: Service Design. This field is in rapid growth, and is now established as both a domain of practice and of design research. The design discipline has, as central to its approach, developed a focus upon forming and transforming materials... Read »

This paper presents explorative work investigating how tangible objects can assist the understanding and discussion of the strategic implications of future scenarios. The paper draws upon theory and practice from co-design; particularly from the area of collaborative workshops using gaming; objects and tangible tools... Read »

This thesis explores the first stages of New Service Development, and focuses upon the role that design can play to improve the innovation performance of a development team. The work took a ”research by design” approach, that resulted in the design and evaluation of tools and process support, for two specific areas of service innovation... Read »

Purpose – This paper aims to describe the development and evaluation of a process model to transform brand strategy into service experiences during the front end of new service development (NSD). This is an important yet poorly understood transformation that occurs early in service development projects... Read »

This paper reviews one of the central areas of service design, the area of touch-point innovation. Specifically, it describes the development and use of a card-based toolkit developed in the AT-ONE project – the AT-ONE touch-point cards. These cards have been developed to assist cross-functional teams during the first phases of the New Service Development (NSD) process... Read »

In this paper we review the area of touch-point innovation in services and specifically describe the development and use of a card-based toolkit developed in the AT-ONE project – the AT-ONE touch-point cards. These cards have been developed to assist cross functional teams during the first phases of the new service development (NSD) process... Read »

This paper describes work in progress for the development of a structured process that helps cross functional development teams to bridge the gap between a company’s brand strategy and experiences for customers. The process is aimed to assist and structure the very early stages of the service development process, the fuzzy front end... Read »