Identifying Capabilities to Enhance Co-creation and Participation in Service Development
Stening, Kristina (2021)
Stening, Kristina
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021121526276
https://urn.fi/URN:NBN:fi:amk-2021121526276
Tiivistelmä
By now both co-creation and participation are well known concepts in organisations. The increasing complexity of services has made organisations aware of the necessity to apply co-creation in their service development processes. Still many organisations grapple with the implementation of co-creation and participation in practice.
The purpose of this thesis was to study the challenges experienced with co-creation and participation in an expert organisation. The aim was to identify capabilities and practises needed to enhance and support co-creation and participation in the service development processes of the case organisation, Folkhälsan Federation.
The theoretical foundation of this thesis examines different concepts and approaches to co-creation and participation. The selected theoretical framework focuses on service innovation capabilities and explores design as a capability to enhance co-creation and participation. Design practices, models, tools, and methods are examined on how these can be applied to support a systematic approach to co-creation in the case organisation’s service development processes.
The empirical part of the thesis followed a service design process with co-creation methods. The focus of the qualitative research was on the experiences of the case organisation's experts. Qualitative benchmarking was also conducted by interviewing experts from other organisations within the same field. The research analysis was validated and further developed in co-creation workshops with experts from the case organisation.
The result of the thesis identifies capabilities needed to tackle the challenges recognised in the study and makes a considerable case for the development of a service innovation capability to enhance co-creation and participation in service development processes. Furthermore, the results propose the inclusion of a design capability in the service innovation capability framework. Also, a design capability framework to be utilised in the development of the needed design capability is presented in the results.
Keywords: co-creation, service innovation capability, design capability, service design
The purpose of this thesis was to study the challenges experienced with co-creation and participation in an expert organisation. The aim was to identify capabilities and practises needed to enhance and support co-creation and participation in the service development processes of the case organisation, Folkhälsan Federation.
The theoretical foundation of this thesis examines different concepts and approaches to co-creation and participation. The selected theoretical framework focuses on service innovation capabilities and explores design as a capability to enhance co-creation and participation. Design practices, models, tools, and methods are examined on how these can be applied to support a systematic approach to co-creation in the case organisation’s service development processes.
The empirical part of the thesis followed a service design process with co-creation methods. The focus of the qualitative research was on the experiences of the case organisation's experts. Qualitative benchmarking was also conducted by interviewing experts from other organisations within the same field. The research analysis was validated and further developed in co-creation workshops with experts from the case organisation.
The result of the thesis identifies capabilities needed to tackle the challenges recognised in the study and makes a considerable case for the development of a service innovation capability to enhance co-creation and participation in service development processes. Furthermore, the results propose the inclusion of a design capability in the service innovation capability framework. Also, a design capability framework to be utilised in the development of the needed design capability is presented in the results.
Keywords: co-creation, service innovation capability, design capability, service design