Agile service innovation in regulated environments

Agile Service Innovation in Regulated Environments | Dr Shaun West and Dr Prof Christoph Wecht
Agile Service Innovation in Regulated Environments
Quantum Transition Wissenschaftliche
Vereinigung, München, 29 August 2019
Dr Shaun West
Dr Prof Christoph H. Wecht (NDU, Wien)

https://partners4prosperity.com//wp-content/uploads/2015/08/success-what-it-really-looks-like.jpg

OPENING

Opening
Objectives
Innovation and regulation
Servitization, Service innovation and Service Design
Creating an agile innovation culture
This presentation is a set of
reflections based on
experience and observations
of the two authors
indifferent multicultural
environment.

INNOVATION AND REGULATION

Mitigating the impact of institutional regulation on innovation
Blind, K. (2012). The Impact of Regulation on Innovation. Nesta Working Paper No. 12/02 Manchester Institute of Innovation Research
Lean to arbitrage the regulations by integrating them into your innovation process
Strengthen the focus on innovation in regulatory policy
Include innovation in ex ante and ex post
regulatory impact assessments
Integrate regulation in the research on
innovation systems

Impact of regulation on innovation
We need an approach to innovation that allows us to open up the box and create action
‘Regulation/directives/... Stop us from doing that
Forms rather than action dominate…
A compliance-based culture is built

Regulation make service innovation EVEN more important
Breakthrough innovation comes from ideas that are outside of your industry
https://www.thinkhdi.com/library/supportworld/2018/~/media/HDICorp/Images/Topics/Sup
portWorld/graphics/Brown-CX%20program%20elements_x600.png?w=600&h=700&as=1
Engage with employees
Engineer the customer’s journey
Listen and learn from your customers

KLM are already innovating in a regulated enviorment…
Regulation brings with it opportunities…
41
Our challenge was to provide a different
perspective on the use of communication within
is not shared and dishonest, the communication
is diffusive and prone to errors and employees do
not work together towards a common goal. PLUG
decreases communication channels and stimulates
working towards the same goal.
Contact : tfollender@gmail.com
Staff : Prof.Sicco Santema, Roland Vincent Msc &
Dr. Christine De Lille
Project by Gina Henselmans, Vivianne Driessen & Thomas Follender,
Interdisciplinary Msc. Research Project
Project Partner :
AVIATION OF THE FUTURE

SERVITIZATION AND SERVICE INNOVATION

Servitization and service innovation
The air transport is a service based business
We need to all innovate together

Ecosystems and journey mapping are core tools that help us gain understanding
We need to understand individual actors and their journeys though the ecosystem
https://disruptionhub.com/lessons-from-amazon-ecosystem-haydn-shaughnessy-4792/
https://hackernoon.com/hn-images/1*aaqj5k8Exz5mInbwIzyUgg.png

Co-creation is a core concept in service innovation
This is not the same as co-creation or open innovation
https://stratechery.com/2019/the-value-chain-constraint/

CREATING AN AGILE INNOVATION CULTURE

Disruptive inspirations will come from outside of your industry
Focus on the common problems not the differences and learn
https://i.pinimg.com/originals/0a/f1/a9/0af1a9070c076e8ee95519162d44324e.jpghttps://tubeheartbeat.com/london/images/tubeheartbeat_1200.png

Small teams work well – team-of-teams is even better
Teams and individuals need to learn from each other
https://pbs.twimg.com/media/Cuq9PZiXgAIakw7.jpg:largehttp://scrumbook.org.datasenter.no/images/SmallTeam_Post.jpg

Prototype your ideas
Build and test prototypes with the workforce
https://i.ytimg.com/vi/C2hCN6cVuqM/maxresdefault.jpg
https://i0.wp.com/www.productdevelopment.se/wp-content/uploads/2019/08/Skärmavbild-2019-08-23-kl.-
08.39.33.png?w=854&ssl=1

NOW THREE DUMB IDEAS
... I SHOULD HAVE STOPPED BY NOW

Closing
Idea 1 - the airport as the dominate ecosystem actor
Traveler buys ticker from the airport Airport buys in services from airlines
Use your position in the ecosystem to push a new business model

Closing
Idea 2 – full ecosystem engagement
Amazing traveler experience Improved asset utilization
Innovate on traveller experience
https://www.slideshare.net/AlexNisbett/alex-nisbett-london-2012-sx-sf?from_action=save
Design and delivery of the London 2012 spectator experience @alexnisbett
Supporting venue operations
Design and delivery of the London 2012 spectator experience @alexnisbett
Security

Closing
Idea 3 – Uber-fly
Everything is automated Door-to-door travel
Re-imagine the world
https://www.wired.com/story/uber-unveils-flying-taxi/

CLOSING

Closing
Did we find a way to discover the customer value proposition?
Agile service innovation
requires a change in culture.
It can help provide quicker
and better innovations that
are compliant with the
regulations. Management
support is required to
nurture the innovation
culture.
Embrace regulation as an opportunity for innovation
Service design and ecosystem innovation is critical to success
Learn to innovate services through service prototypes

Thanks for your time!
Shaun West
Lucerne University of Applied
Sciences and Arts
shaun.west@hslu.ch
Christoph H. Wecht
New Design University
christoph.wecht@ndu.ac.at

Agile service innovation in regulated environments

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