Design Thinking Methods for Service Innovation - A Delphi Study
Journal
PACIS 2018 Proceedings
Type
conference paper
Date Issued
2018-06
Author(s)
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.
Language
English
Keywords
Smart Service Innovation
Service Design
Design Thinking
Delphi Study
HSG Classification
contribution to scientific community
HSG Profile Area
SoM - Business Innovation
Publisher
Association for Information Systems (AIS)
Event Title
Pacific Asia Conference on Information Systems (PACIS 2018)
Event Location
Yokohama
Event Date
26.06. - 30.06.2018
Official URL
Subject(s)
Division(s)
Eprints ID
254233
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