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    IAE Unit-1.2

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    daddymayank0
    Service innovations enhance the customer experience with a product by making it easier to use and enjoy, revealing hidden features, and providing support. This improves even average products into compelling experiences that customers return to. Examples include maintenance plans, customer support, warranties, and guarantees, which are increasingly delivered through electronic interfaces and remote technologies. Design-led innovation is a process where designers work across an organization to radically change its view of customer value and generate a unique competitive advantage. It allows companies to consider new ideas from multiple perspectives, including user needs, business requirements, and technology. Design becomes core to the company's vision, strategy, culture, and processes. The design-led innovation framework integrates operational functions with strategic vision by combining

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    IAE Unit-1.2

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    daddymayank0
    30 views41 pages
    Service innovations enhance the customer experience with a product by making it easier to use and enjoy, revealing hidden features, and providing support. This improves even average products into compelling experiences that customers return to. Examples include maintenance plans, customer support, warranties, and guarantees, which are increasingly delivered through electronic interfaces and remote technologies. Design-led innovation is a process where designers work across an organization to radically change its view of customer value and generate a unique competitive advantage. It allows companies to consider new ideas from multiple perspectives, including user needs, business requirements, and technology. Design becomes core to the company's vision, strategy, culture, and processes. The design-led innovation framework integrates operational functions with strategic vision by combining

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    IAE unit-1.2

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    Service innovations enhance the customer experience with a product by making it easier to use and enjoy, revealing hidden features, and providing support. This improves even average products into compelling experiences that customers return to. Examples include maintenance plans, customer support, warranties, and guarantees, which are increasingly delivered through electronic interfaces and remote technologies. Design-led innovation is a process where designers work across an organization to radically change its view of customer value and generate a unique competitive advantage. It allows companies to consider new ideas from multiple perspectives, including user needs, business requirements, and technology. Design becomes core to the company's vision, strategy, culture, and processes. The design-led innovation framework integrates operational functions with strategic vision by combining

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    Download as pdf or txt
    30 views41 pages

    IAE Unit-1.2

    Uploaded by

    daddymayank0
    Service innovations enhance the customer experience with a product by making it easier to use and enjoy, revealing hidden features, and providing support. This improves even average products into compelling experiences that customers return to. Examples include maintenance plans, customer support, warranties, and guarantees, which are increasingly delivered through electronic interfaces and remote technologies. Design-led innovation is a process where designers work across an organization to radically change its view of customer value and generate a unique competitive advantage. It allows companies to consider new ideas from multiple perspectives, including user needs, business requirements, and technology. Design becomes core to the company's vision, strategy, culture, and processes. The design-led innovation framework integrates operational functions with strategic vision by combining

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    of 41

    Service Innovation

    Service innovations ensure and enhance the utility,


    performance, and apparent value of an offering.
    They make a product easier to try, use, and enjoy;
    they reveal features and functionality customers
    might otherwise overlook; and they fix problems
    and smooth rough patches in the customer
    journey. Done well, they elevate even bland and
    average products into compelling experiences that
    customers come back for again and again.
    Common examples of Service innovations
    include product use enhancements, maintenance
    plans, customer support, information and
    education, warranties, and guarantees. While
    human beings are still often at the heart here, this
    type of innovation is increasingly delivered
    through electronic interfaces, remote
    communications, automated technologies, and
    other surprisingly impersonal means. Service can
    be the most striking and prominent part of the
    customer experience, or an invisible safety net
    that customers sense but never see.
    Design-led innovation

    Design-led innovation has recently emerged as an approach that


    assists companies to develop new capabilities to respond to changing
    markets.

    Design-led innovation is a process that shifts the role of a designer to


    work across an organization to radically change a company’s view of
    the value proposition offered to customers , to co-design , and to
    generate a unique and sustainable competitive advantage .

    Design-led innovation is broadly defined as a method that allows a


    company to consider and evaluate radically new propositions from
    multiple perspectives, typically spanning user needs, business
    requirements, and technology demands .

    Key to this process is that design is core to a company’s vision,


    strategy, culture, leadership, and development processes.
    The design-led innovation framework outlined below (Figure 1),
    provides a conceptual structure to assist the development of
    innovation through collaboration across the entire organization; it
    integrates the operational functions with the strategic vision by
    combining internal and external sources.
    Design-led innovation builds on this theory by internally aligning the
    solution with the company's strategy, resources, and brand. Design and
    innovation as organizational processes work with the staff who deliver the
    resultant innovation, not in isolation from organizational systems. Design-
    led innovation can also align corporate ideologies to fit and potentially
    leverage the company's internal capabilities, resources, and brand (business
    model) in order to generate an innovative solution that creates a
    competitive advantage.

    Design thinking is a foundational activity within design-led innovation, by


    leveraging a creative systems perspective that integrates the design of the
    business models. Design-led innovation is a philosophy that “examines
    every core facet of the business, to realign business strategy with customer
    needs and possible market futures” . Design-led innovation is derived
    through a creative interrelationship between these fundamental business
    elements to generate true value for the customer and to capture profits for
    growth, as shown in Figure 2.
    Figure 2. Design-led innovation (DLI) as derived in the
    intersection of fundamental business elements

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