30 June 2007

Innovative service design concepts in the US

Be the first to share

People power
Peer Insight, a research and consulting firm focused on service innovation and customer experience design, just published ‘Seizing White Space – Innovative Service Design Concepts in the US‘.

The report was developed for Tekes, the main public funding organisation for research and development in Finland. It was written by Stephen Ezell, Tim Ogilvie, and Jeneanne Rae. Jeneanne used to be at IDEO, and is often to be found making a very interesting point about Service and Experience in Business Week magazine.

Even small service companies can be successful in competing against large corporations in the global environment, provided that they understand very clearly the needs of their customers and that they know how to package their service concept. According to a recent report prepared by Peer Insight (USA) for Tekes, customer experience is becoming an even more important competitive factor than the service product itself. The report analyses innovative American service concepts from various sectors.

“Business development in services companies, regardless of the sector, must begin with the customers, not the competitors. Today’s customers are very demanding and aware, which is why launching a new service requires deep insight into currently unmet customer needs and the ability to turn this knowledge into a unique customer experience. An increasing number of successful service companies are born out of an entrepreneur being able to meet customer needs that have been overlooked and unrecognised by traditional companies,” says Tim Ogilvie, CEO of Peer Insight, a research and consulting firm.

The case studies reveal how service innovators go beyond the traditional types of innovation and explore the white space in their markets. That is, they look beyond the traditional competitive levers to uncover new ways to create value for customers. The analysis using the Ten Types of Innovation shows several new areas in which service companies are innovating – including the value network, the channel, and the business model – to create high-growth businesses. The most innovative firms in our research are skilled at (1) focusing on the white space that competitors have overlooked, (2) getting deep insight into customer needs in that white space, and (3) translating those needs into unique customer experiences.

Read press release
Download report (pdf, 3.8 mb, 86 pages)

(via Alex Nisbett’s Buena Vista blog)

Be the first to share
22 October 2016
[Book] Org Design for Design Orgs
Org Design for Design Orgs: Building and Managing In-House Design Teams By Peter Merholz and Kristin Skinner Publisher: O'Reilly Media August 2016, 198 pages Design has become the key link between users and today’s complex and rapidly evolving digital …
18 October 2016
Behavioral economics, UX design and insurance
The key to unlocking the insurance industry, writes Richie Hecker in TechCrunch, is understanding behavioral economics. The most successful players in insurance tech, he says, will win by rounding the edges on existing products. "Don’t …
16 October 2016
Study says aggressive drivers see autonomous cars as easy prey
Aggressive drivers are looking forward to sharing the road with autonomous cars as they believe they can cut in front of them easily. This is how Peter Campbell summarised in the Financial Times one of …
2 October 2016
IFTF uncovers seven new worker archetypes of the on-demand economy
Update: Read also this Fortune Magazine review of the study (as reported by BoingBoing). Institute for the Future, the Caiifornia-based independent, nonprofit strategic research group, releases a new report aimed at gaining a deeper understanding of …
27 September 2016
Health as a social movement
Last week, the UK innovation charity Nesta launched a new report, Health as a Social Movement: The Power of People in Movements. It illuminates the value and role of health social movements and aims to …
25 September 2016
Three new reports on behavioural science applied to policy making
European Commission There is growing recognition that behavioural insights (BIs) – by shedding light on how people actually make choices – help deliver more effective policies and complement traditional forms of intervention. The Behavioural Insights Applied …
18 September 2016
Better decisions by design: applied behavioral science
Can we design a decision aid that gives us health information we need and counters our biases so that we end up more knowledgeable and confident in our preference? This is the challenge that …
5 September 2016
Great engine, but the fuel seems poor. Discussing insight development in corporate marketing
The September issue of the Harvard Business Review (HBR) contains a lengthy essay, entitled Building an Insights Engine, on how Unilever has created the organizational capabilities to "transform data into insights about consumers’ motivations and …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

5 September 2016
Great engine, but the fuel seems poor. Discussing insight development in corporate marketing

The September issue of the Harvard Business Review (HBR) contains a lengthy essay, entitled Building an Insights Engine, on how Unilever has created the organizational capabilities to “transform data into insights about consumers’ motivations and to turn those insights into strategy.” The article was written by Frank van den Driest and Keith Weed of a […]

29 August 2016
Experientia discussing ethnography and patient-centricity at EPIC 2016

This week Experientia joins our colleagues and peers in Minneapolis at EPIC 2016, the premier international gathering on ethnography and design in industry. The theme for the conference this year is Pathmaking, emphasizing the power of ethnography to create transformative innovation, growth and strategic success for companies, industries and communities. On the second day of […]

22 June 2016
A united energy economy: Experientia helps wrap up the CITYOPT Nice pilot project

Can behavioral change address local energy issues, raise people’s awareness energy consumption issues, and directly support non-profit organizations at the same time? With the Nice pilot of the CITYOPT project, we have seen strong suggestions that it can. It also suggests that the sense of belonging to a local community is a strong motivation for […]

23 May 2016
Experientia white paper: “Conducting clinical trials is about working with patients”

Patient-centricity is one of the defining issues facing clinical trials in the pharma industry. The past few years have seen a growing awareness by pharmaceutical companies of the importance of patient-centricity – but they have also illustrated that not everyone is clear on just what patient-centricity is, or how to achieve it. After using UX […]

12 April 2016
The latest on innovation in Energy Efficient Buildings: annual round-up of EU Commission projects

Every year, the Energy-efficient Buildings (EeB) Public Private Partnership (PPP) publishes the EeB PPP project review – a round-up of energy-efficiency projects that have been co-funded by two European Commission schemes. This year, the print and digital booklet design was done by Experientia, in particular by our talented visual and interaction designer Dohun Jang. Experientia […]

8 March 2016
Behavioral modeling – Shaping cultural change and behavioral evolution

One of the things we do here at Experientia that really sets us apart from other UX agencies is behavioral modeling. Our cognitive and behavioral models go beyond the standard customer journeys and personas (both useful tools, and often preliminary steps to behavioral modeling) to create frameworks that can be used to make people more […]

See all articles