Co-Creative Service Design's primary objective is to explore, document and evaluate Co-Creative Service Design as an approach to innovation. Hopefully this will lead to more successful innovations in health care.
*CCSDI is a abbreviation and stands for Cluster for Co-creative Service Design and Innovation
WHO ARE WE?
Cluster for Co-Creative Service Design (CCSDI) is a collaborative project consisting of 16 project partners representing various stakeholders from the research industry, the healthcare sector, the university sector, patient organizations, design companies and healthcare entrepreneurs. We are designers, scientists, healthcare professionals, university lecturers, students, technologists, company owners and healthcare leaders that believe in Co-Creative Service Design as an approach to successful service innovation in healthcare.
Read more about what we mean by service innovation, service design and co-creation further down on this page.
WHY ARE WE HERE?
The healthcare sector is facing great challenges because of the increasing demand for healthcare services due to demographic changes, concurrently with the limited resources to address the rising needs.
The demographic changes include aging and the rise of noncommunicable diseases such as cardiovascular diseases, cancer, diabetes, and chronic respiratory diseases, resulting in high demands for health services. At the same time the services need to deliver quality care in cost-effective manners, requiring the need to foresee and innovate new solutions for healthcare as it is today as well as for tomorrow. Creating services that are coordinated, efficient and effective, as well as of high quality addressing the end users needs, are challenging, but inevitable. We need to create new services, we need to innovate, and we need to do things differently.
WHAT IS OUR AIM?
CCSDI aim to be a national centre of expertise that work to assist and promote collaborative innovation processes by connecting the various stakeholders of interest together.
The overall objectives are to generate, share, develop and implement knowledge, methods and tools.
The secondary objectives are to:
o generate knowledge about how service design and co-creating can support innovation processes
o assure qualities of service design and co-creation methods and tools that are in use today and develop these further
o disseminate the acquired knowledge to all interested parties on local and national levels
We aim to address challenges and create better services in the healthcare sector. We have therefore clustered to develop new knowledge and competence about co-creative service design and innovation that can facilitate the healthcare services in developing and implementing new solutions.
CCSDI uses an iterative process model wherein workgroups identify and iteratively work on six key topics to explore, document and evaluate how co-creative service design may lead to successful innovation in healthcare services. The composition of the cluster ensures that activities are based on state of the art research, and experiences from healthcare practice closely related to on-going projects. Further the findings should be integrated in practice and study programmes, disseminated to practitioners nationally, and published internationally.
During the funding period, we have a yearly seminar, and every second year we will hold open seminars accessible to anyone interested.
The words Service Innovation, Service Design and Co-Creation are used in many different settings and can be quite "fuzzy" for most people. Therefore, we have made some definitions, explaining what we mean when we use those words.
Service innovation is a new service or a redesign of an existing service which is implemented into practice and which provides benefit to the organisation that has developed it. To be an innovation the renewal/redesign must be new not only to its developer, but in a broader context, and it must involve some elements that can be repeated in new situations - it must show some generalizable feature(s).
Improved user satisfaction, higher quality, increased organizational efficiency, improved job satisfaction for the staff, greater professional dedication, reduced sick leave and improved capacity utilization, are examples on value created by the renewal.
Service design is an approach to service innovation that has received increased focus in recent years. Service design concerns the activities of planning and organizing people, infrastructure, communication channels and material touch points in a service. The aim is to increase the quality and interaction between service providers and service receivers. Service designers use methods and tools to understand needs, visualize, develop and test solutions.
We believe that these five basic principles for service innovation and service design in Health Care are fundamental:
Focus on people: We believe that to create good services they should be adapted to people who receive, provide and pay for services.
Develop and design with people - not merely for people: We are working with complex services - health services - and therefore it is important to work in interdisciplinary teams - and to help ensure that the different perspectives work together.
Take a holistic approach: We believe it is important to understand the totality of the service, before entering and making changes. Services include physical and digital meeting points between those providing and those receiving services.
Work iteratively and conduct testing throughout the whole process: We believe that the best solutions are developed by being close and taking small, repetitive steps. We do not think it is either effective, appropriate or possible to understand the whole issue before we have started the process.
Use visual material: We find that visualization is a very useful tool in the innovation process. Visualization simplifies the complex to become more understandable and manageable. In an interdisciplinary team, visualization can contribute to a common understanding of how the services work matching the perspectives of the different individuals.
By co-creation we refer to the creative collaboration between designers and non-designers in design processes. We believe that different groups of stakeholders with various perspectives and experiences can support joint development of health and care services. Experiences from both Norway and internationally, show that in complex contexts such as health care, there are many obstacles in succeeding with co-creation, which is a significant factor for this cluster initiative.