Service Innovation Handbook

Curated on Posted on by Stefaan Verhulst

Book Description: “Intrigued by terms such as design thinking, service design and experience design? Lucy Kimbell’s Service Innovation Handbook brings together the latest academic research, and leading examples of innovative service organizations and the consultancies they work with, to outline what is involved in designing innovative services.

This book provides a language and practical concepts to help readers start brining these approaches into their own organizations. It’s aimed at people studying or working in contexts trying to tackle complex challenges through service innovation, who might come from backgrounds in design, user research, IT, management, policy or entrepreneurship.

Organized in eight chapters, Service Innovation Handbook includes 15 practical tools to stimulate creative approaches at the early stages of designing innovative services and 16 cases describing how different organizations have designed services.

Examples come from big firms such as Google, Microsoft, Barclays and Capita as well as start-ups, small businesses, social innovation and policy contexts. Examples include Airbnb, the Danish prison and probation service, Kaiser Permanente, churn in mobile phone customers, voter registration, high end car servicing and the Frugal Digital initiative. Each chapter combines academic research from several fields to help readers make sense of why organizations design innovative services, and what is involved in doing this.

The book helps readers understand how designing innovative services is distinct from other kinds of innovation and designing. It also outlines the key activities they can undertake at an early stage of an innovation process that support collective action when ambiguity is high, the impact of changes is significant and investment is low.

Illustrated and designed by Andrew Boag, the book makes complex ideas accessible, making it a practical resource for managers, designers, technologists and entrepreneurs….(More)“

European Policy: A Nudge in the Right Direction

Curated on Posted on by Stefaan Verhulst

Snyder, Madeleine in the Harvard International Review: “A man in the UK opens his email after receiving his monthly energy bill. Along with a smorgasbord of information about energy conservation and his current spending on energy, he sees how much he could potentially save by doing small things, like insulating doors and windows and using more efficient light bulbs. The next day at the supermarket he passes an aisle filled with draft blockers and LED lights. Remembering the email and that potential 200 pound saving, he purchases three energy efficient light bulbs and schedules to have his door reinsulated. This is one example of a new technique the UK government is using to encourage citizens to be ecofriendly, while avoiding the pitfalls of expensive public policy.

In 2010, the UK partnered with an intelligence and consulting company to give its more ineffective and expensive policies a nudge in the right direction. The aptly named Nudge Unit, or more formally, the Behavioral Insights Team (BIT) is co-directed by the UK Cabinet Office and Nesta, the leading UK charity for innovation. The BIT uses ‘nudging’, or’behavioral insights’, at the intersection of psychology, political theory, behavioral economics, and social anthropology, to engineer more effective and efficient policy to influence social behavior. Policy goals range from getting more people to save for a pension or actively look for a job if they become unemployed, to encouraging people to recycle or donate to charity.

But what exactly counts as a ‘nudge’? According to Richard Thaler and Cass Sunstein, authors of the book Nudge, it is “any aspect of the choice architecture that alters people’s behavior in a predictable way without forbidding any options or significantly changing their economic incentives. “Thus including more footage of actors recycling in popular TV shows counts as nudging, but limiting trash collection to once a month and expanding recycling pickup to twice a week does not. Nudging is all about using incentives, responses, and psychology to design effective policy.

Beyond working closely with the UK government, the BIT helps other companies, small businesses, and charities use behavioral insights to improve internal affairs and productivity. …

The key to BIT policy and the bulk of step three is the Easy, Attractive, Social, and Timely (EAST) set of insights. Study results from the BIT indicate that the most effective policies incorporate all four of these….(More)”.

From “Economic Man” to Behavioral Economics

Curated on Posted on by Stefaan Verhulst

Justin Fox at the Harvard Business Review: “When we make decisions, we make mistakes. We all know this from personal experience, of course. But just in case we didn’t, a seemingly unending stream of experimental evidence in recent years has documented the human penchant for error. This line of research—dubbed heuristics and biases, although you may be more familiar with its offshoot, behavioral economics—has become the dominant academic approach to understanding decisions. Its practitioners have had a major influence on business, government, and financial markets. Their books—Predictably Irrational; Thinking, Fast and Slow; and Nudge, to name three of the most important—have suffused popular culture.

So far, so good. This research has been enormously informative and valuable. Our world, and our understanding of decision making, would be much poorer without it.

It is not, however, the only useful way to think about making decisions. Even if you restrict your view to the academic discussion, there are three distinct schools of thought. Although heuristics and biases is currently dominant, for the past half century it has interacted with and sometimes battled with the other two, one of which has a formal name—decision analysis—and the other of which can perhaps best be characterized as demonstrating that we humans aren’t as dumb as we look.

Adherents of the three schools have engaged in fierce debates, and although things have settled down lately, major differences persist. This isn’t like David Lodge’s aphorism about academic politics being so vicious because the stakes are so small. Decision making is important, and decision scholars have had real influence.

This article briefly tells the story of where the different streams arose and how they have interacted, beginning with the explosion of interest in the field during and after World War II (for a longer view, see “A Brief History of Decision Making,” by Leigh Buchanan and Andrew O’Connell, HBR, January 2006). The goal is to make you a more informed consumer of decision advice—which just might make you a better decision maker….(More)”

Transparency in search of a theory

Curated on Posted on by Stefaan Verhulst

Paper by Mark Fenster in the European Journal of Social Theory: “Transparency’s importance as an administrative norm seems self-evident. Prevailing ideals of political theory stipulate that the more visible government is, the more democratic, accountable, and legitimate it appears. The disclosure of state information consistently disappoints, however: there is never enough of it, while it often seems not to produce a truer democracy, a more accountable state, better policies, and a more contented populace. This gap between theory and practice suggests that the theoretical assumptions that provide the basis for transparency are wrong. This article argues that transparency is best understood as a theory of communication that excessively simplifies and thus is blind to the complexities of the contemporary state, government information, and the public. Taking them fully into account, the article argues, should lead us to question the state’s ability to control information, which in turn should make us question not only the improbability of the state making itself visible, but also the improbability of the state keeping itself secret…(More)”

Why a nudge is not enough: A social identity critique of governance by stealth

Curated on Posted on by Stefaan Verhulst

Paper by Frank Mols et al in the European Journal of Political Research: “Policy makers can use four different modes of governance: ‘hierarchy’, ‘markets’, ‘networks’ and ‘persuasion’. In this article, it is argued that ‘nudging’ represents a distinct (fifth) mode of governance. The effectiveness of nudging as a means of bringing about lasting behaviour change is questioned and it is argued that evidence for its success ignores the facts that many successful nudges are not in fact nudges; that there are instances when nudges backfire; and that there may be ethical concerns associated with nudges. Instead, and in contrast to nudging, behaviour change is more likely to be enduring where it involves social identity change and norm internalisation. The article concludes by urging public policy scholars to engage with the social identity literature on ‘social influence’, and the idea that those promoting lasting behaviour change need to engage with people not as individual cognitive misers, but as members of groups whose norms they internalise and enact. …(Also)”

Big Other: Surveillance Capitalism and the Prospects of an Information Civilization

Curated on Posted on by Stefaan Verhulst

New paper by Shoshana Zuboff in the Journal of Information Technology: “This article describes an emergent logic of accumulation in the networked sphere, ‘surveillance capitalism,’ and considers its implications for ‘information civilization.’ Google is to surveillance capitalism what General Motors was to managerial capitalism. Therefore the institutionalizing practices and operational assumptions of Google Inc. are the primary lens for this analysis as they are rendered in two recent articles authored by Google Chief Economist Hal Varian. Varian asserts four uses that follow from computer-mediated transactions: ‘data extraction and analysis,’ ‘new contractual forms due to better monitoring,’ ‘personalization and customization,’ and ‘continuous experiments.’ An examination of the nature and consequences of these uses sheds light on the implicit logic of surveillance capitalism and the global architecture of computer mediation upon which it depends. This architecture produces a distributed and largely uncontested new expression of power that I christen: ‘Big Other.’ It is constituted by unexpected and often illegible mechanisms of extraction, commodification, and control that effectively exile persons from their own behavior while producing new markets of behavioral prediction and modification. Surveillance capitalism challenges democratic norms and departs in key ways from the centuries long evolution of market capitalism….(More)”

New Interactive Citizen-Generated Data Platform

Curated on Posted on by Stefaan Verhulst

DataShift: “Following a study to better understand the number, type and scale of citizen-generated data initiatives across the world, the DataShift has visualised the resulting data to create an interactive online platform. Users are presented with a definition of a citizen-generated data initiative before being invited to browse the multiple initiatives according to the various themes that they address….(More)”

Solving the obesity crisis: knowledge, nudge or nanny?

Curated on Posted on by Stefaan Verhulst

BioMedCentral Blog: ” The 5th Annual Oxford London Lecture (17 March 2015) was delivered by Professor Susan Jebb from Oxford University. The presentation was titled: ‘Knowledge, nudge and nanny: Opportunities to improve the nation’s diet’. In this guest blog Dr Helen Walls, Research Fellow at the London School of Hygiene and Tropical Medicine, covers key themes from this presentation.

“Obesity and related non-communicable disease such as diabetes, heart disease and cancer poses a significant health, social and economic burden in countries worldwide, including the United Kingdom. Whilst the need for action is clear, the nutrition policy response is a highly controversial topic. Professor Jebb raised the question of how best to achieve dietary change: through ‘knowledge, nudge or nanny’?

Education regarding healthy nutrition is an important strategy, but insufficient. People are notoriously bad at putting their knowledge to work. The inclination to overemphasise the importance of knowledge, whilst ignoring the influence of environmental factors on human behaviours, is termed the ‘fundamental attribution error’. Education may also contribute to widening inequities.

Our choices are strongly shaped by the environments in which we live. So if ‘knowledge’ is not enough, what sort of interventions are appropriate? This raises questions regarding individual choice and the role of government. Here, Professor Jebb introduced the Nuffield Intervention Ladder.

 

Nuffield Intervention Ladder
Nuffield Intervention Ladder
Nuffield Council on Bioethics. Public health ethical issues. London: Nuffield Council on Bioethics. 2007.

The Nuffield Intervention Ladder or what I will refer to as ‘the ladder’ describes intervention types from least to most intrusive on personal choice. With addressing diets and obesity, Professor Jebb believes we need a range of policy types, across the range of rungs on the ladder.

Less intrusive measures on the ladder could include provision of information about healthy and unhealthy foods, and provision of nutritional information on products (which helps knowledge be put into action). More effective than labelling is the signposting of healthier choices.

Taking a few steps up the ladder brings in ‘nudge’, a concept from behavioural economics. A nudge is any aspect of the choice architecture that alters people’s behaviour in a predictable way without forbidding options or significantly changing economic incentives. Nudges are not mandates. Putting fruit at eye level counts as a nudge. Banning junk food does not.

Nudges are not mandates. Putting fruit at eye level counts as a nudge. Banning junk food does not.

The in-store environment has a huge influence over our choices, and many nudge options would fit here. For example, gondalar-end (end of aisle) promotions create a huge up-lift in sales. Removing unhealthy products from this position could make a considerable difference to the contents of supermarket baskets.

Nudge could be used to assist people make better nutritional choices, but it’s also unlikely to be enough. We celebrate the achievement we have made with tobacco control policies and smoking reduction. Here, we use a range of intervention types, including many legislative measures – the ‘nanny’ aspect of the title of this presentation….(More)”

Ready Steady Gov

Curated on Posted on by Stefaan Verhulst

Joshua Chambers at FutureGov: “…two public servants in Western Australia have come up with an alternative way of pushing forwards their government’s digital delivery.

Their new project, Ready Steady Gov, provides free web templates based on an open source CMS so that any agency can quickly upgrade their web site, for free. The officials’ templates are based on the web site guidance published by the state: the Web Governance Framework and the Common Website Elements documentation.

The site was motivated by a desire to quickly improve government web sites. “I’m sure you’ve heard the phrase… ‘Everything takes longer in government’. We want building websites to become an exception to this rule,” wrote Jessy Yuen and Vincent Manera, the project’s founders.

They have created five open source templates “which are lightly styled so that you can easily integrate your own branding”. They are responsive so that they fit all screen sizes, and meet the required accessibility standards….(More)”

Mobileview

Rebooting Democracy

Curated on Posted on by Stefaan Verhulst

 John Boik, Lorenzo Fioramonti, and Gary Milante at Foreign Policy: “….The next generation of political and economic systems may look very different from the ones we know today.

Some changes along these lines are already happening. Civil society groups, cities, organizations, and government agencies have begun to experiment with a host of innovations that promote decentralization, redundancy, inclusion, and diversity. These include participatory budgeting, where residents of a city democratically choose how public monies are spent. They also include local currency systems, open-source development, open-design, open-data and open-government, public banking, “buy local” campaigns, crowdfunding, and socially responsible business models.

Such innovations are a type of churning on the edges of current systems. But in complex systems, changes at the periphery can cascade to changes at the core. Further, the speed of change is increasing. Consider the telephone, first introduced by Bell in 1876. It took about 75 years to reach adoption by 50 percent of the market. A century later the Internet did the same in about 35 years. We can expect that the next major innovations will be adopted even faster.

Following the examples of the telephone and Internet, it appears likely that the technology of new economic and political decision-making systems will first be adopted by small groups, then spread virally. Indeed, small groups, such as neighborhoods and cities, are among today’s leaders in innovation. The influence of larger bodies, such as big corporations and non-governmental organizations, is also growing steadily as nation states increasingly share their powers, willingly or not.

Changes are evident even within large corporations. Open-source software development has become the norm, for example, and companies as large as Toyota have announced plans to freely share their intellectual property.

While these innovations represent potentially important parts of new political and economic systems, they are only the tip of the iceberg. Systems engineering design could eventually integrate these and other innovations into efficient, user-friendly, scalable, and resilient whole systems. But the need for this kind of innovation is not yet universally acknowledged. In its list of 14 grand challenges for the 21st century, the U.S. National Academy of Engineering addresses many of the problems caused by poor decision making, such as climate change, but not the decision-making systems themselves. The work has only just begun.

…

The development of new options will dramatically alter how democracy is used, adjusted, and exported. Attention will shift toward groups, perhaps at the city/regional level, who wish to apply the flexible tools freely available on the Internet. Future practitioners of democracy will invest more time and resources to understand what communities want and need — helping them adapt designs to make them fit for their purpose — and to build networked systems that beneficially connect diverse groups into larger political and economic structures. In time, when the updates to next-generation political and economic near completion, we might find ourselves more fully embracing the notion “engage local, think global.”…(More)