| Item Type |
Conference or Workshop Item
(Paper)
|
| Abstract |
As our world is getting increasingly servitized and digitized, innovation is no longer bound to physical products. Customer experience and innovative services have become the new imperative for business success. Design Thinking is becoming a valid approach for service innovation in the digital age. However, a profound understanding of “how” Design Thinking contributes to service innovation is still missing. We show this by conducting a Delphi study which includes 14 Design Thinking experts across different company sizes and industries. As a result, we demonstrate consensus on 59 highly relevant methods for service innovation allocated to the respective Design Thinking phase. This is the first study to provide a comprehensive view on Design Thinking methods for service innovation. We enhance the understanding of Design Thinking and lay the foundation for further investigations into the service innovation process. Practitioners receive guidance from our findings for applying those methods. |
| Authors |
Hehn, Jennifer; Uebernickel, Falk & Herterich, Matthias |
| Journal or Publication Title |
PACIS 2018 Proceedings |
| Language |
English |
| Keywords |
Smart Service Innovation, Service Design, Design Thinking, Delphi Study |
| Subjects |
information management |
| HSG Classification |
contribution to scientific community |
| HSG Profile Area |
SoM - Business Innovation |
| Date |
June 2018 |
| Publisher |
Association for Information Systems (AIS) |
| Event Title |
Pacific Asia Conference on Information Systems (PACIS 2018) |
| Event Location |
Yokohama |
| Event Dates |
26.06. - 30.06.2018 |
| Official URL |
https://aisel.aisnet.org/pacis2018/126 |
| Depositing User |
Prof. Dr. Jennifer Hehn
|
| Date Deposited |
23 May 2018 11:28 |
| Last Modified |
21 Dec 2022 08:06 |
| URI: |
https://www.alexandria.unisg.ch/publications/254233 |
Design Thinking Methods for Service Innovation - A Delphi Study
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