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  • Service Innovation Manual

de Leon, Nick, 2016, Monograph, Service Innovation Manual Manual. [redacted], UK.

Abstract or Description:

This project comprises of both research and knowledge exchange with a major banking group (name redacted). The brief was to develop an integrated end to end service innovation approach that combines LEAN and Agile methodologies with Service Design, to create a new process for the bank to develop innovative new services that are customer led. The project involved the design and documentation of these processes in the form of a manual referred to as the Service Design Playbook and the subsequent creation of an accredited service design education programme for 200 employees comprising of 10 Modules and entitled the Design Academy. The manual provides a common set of innovation processes to be used across all of the individual divisions within the bank - from Commercial to Personal and Private Banking. The project also involved the supervision and guidance of professionals and managers in the company, in using the new processes to innovate services for both retail customers as well as small business clients.

Subjects: Creative Arts and Design > W200 Design studies > W290 Design studies not elsewhere classified
School or Centre: School of Design
Date Deposited: 24 May 2018 14:25
Last Modified: 24 May 2018 14:25
URI: http://researchonline.rca.ac.uk/id/eprint/2425

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