Service Innovation

What Is Service Innovation and Why Does It Matter?

• Innovation and value
• What is service innovation?

1. Innovating the Customer

• What is the customer's job to be done?
• Understand the roles of users, buyers, and payers
• Innovate by relieving and enabling customers
• What do customers want?
• Linking attributes, benefits, and values

2. Innovating Value Constellations

• Disrupting industries
• Roles and resources
• Outside your firm

3. Designing Around the Customer's Need

• The CustomerStar framework
• Case study
• Learn from failure
• Complete CustomerStar

Conclusion

• Implement your own service innovations