![Page 1: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/1.jpg)
User Centred Design&
Innovation in
Service Systems
Bruce Tether, Design London, Imperial College Business School & the UK Innovation Research Centre at Cambridge and ImperialHigh Level Roundtable on Future of European Innovation Policy, Brussels, 8-9 June, 2009
![Page 2: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/2.jpg)
Design is ...
![Page 3: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/3.jpg)
![Page 4: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/4.jpg)
![Page 5: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/5.jpg)
![Page 6: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/6.jpg)
Design is ...
![Page 7: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/7.jpg)
“... about making things better for people”
“Innovation starts with people, not with technology. If you forget this you risk delivering feature-rich rubbish into already overcrowded lives.”
Richard Seymour
![Page 8: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/8.jpg)
“Design is about making things better for people”
“Innovation starts with people, not with technology. If you forget this you risk delivering feature-rich rubbish into already overcrowded lives.”
Richard Seymour
![Page 9: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/9.jpg)
Design is ...Holistic, Synthetic, Integrative
Generative and Optimistic Abductive Thinking: what might be?
Visual
Iterative
![Page 10: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/10.jpg)
Problem
and
Solution
![Page 11: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/11.jpg)
Creative
and, increasingly,
Collaborative
![Page 12: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/12.jpg)
Design and Innovation
A SubservientAfterthought
A Central, but Autonomous
Activity
A Synthetic andIntegrative way
of Thinking
SimpleProducts
(& Processes)
ComplexSystems
A ComplementaryActivity or
Co-specialised Asset
“Lipstick on a Pig”
“Designed by ...”
“Designed with ...”
“Designed for ...”
Design for incompletenessC
ompl
exity
![Page 13: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/13.jpg)
The real challenge today is not designing better products, nor designing better processes, but designing entirely new business models
Gary Hamel
![Page 14: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/14.jpg)
![Page 15: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/15.jpg)
Designto Use
not to Own
![Page 16: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/16.jpg)
![Page 17: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/17.jpg)
... attracting attention
Design is ...
![Page 18: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/18.jpg)
... poorly understood
... fragmented (with weak institutions)
... yet potentially powerful(for competitiveness and wellbeing)
But design is ...
![Page 19: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/19.jpg)
... policy support
Design needs ...
![Page 20: User centered design & innovations in service systems](https://reader033.vdocuments.us/reader033/viewer/2022052504/554ad668b4c905ba058b45c0/html5/thumbnails/20.jpg)
EducationCreativity in schools (and life)Integration with business & engineeringInformed (and active) consumers
Innovation and CompetitivenessEnhance understanding of designEnhance the evidence baseDevelop capabilities (e.g., in service design)Sponsor demonstrator projects
Design Policy ...