Innovation

Image: A lightbulb

KBT is engaged in a number of various service development projects in the field of psychiatry and drug rehabilitation. There is a clear need for innovation in the relationship between services and their recipients. This calls for dialogue, and a new understanding of each other’s roles, responsibilities, authority and expectations. It is for this reason social innovation is a crucial process for KBT.

The term “social innovation” applies to processes, methods, and techniques with a social intent. This includes strategies, concepts, ideas and organizations that work towards social needs, and develop and strengthen communities.

In later years, co-creation has been pointed to as an important factor in developing services (Prahalad and Ramaswamy 2004a and b, Vargo and Lusch 2008). In co-creation, the user/patient is an active participant working with the service to create value. As such, the patient’s role is far more active, and the relationship between services and their recipients becomes crucial in creating value (Prahalad and Ramaswamy 2004 a and b).

Dialogue, information, transparency, and risk are all key components in co-creation, and essential to achieving innovation. The quality of the interactions define the quality of the process, and the organization must be ready to work together with its users.

Michel mfl. (2008) views service users as buyers, payers, and consumers. He points out that these roles change when the consumers are invited as co-creators of the service. The patients must understand their role as co-creator in the interaction, in order for the result to be satisfactory.

KBT is especially concerned with developing peer-driven processes of innovation, with the help of dialogue-based methods in various contexts. This may happen due to the formation of a “peer panel”, in which users of a service discuss problems and make suggestions. This is partly a continuation of the User Interviews User-approach, but also something partly new.

“User experience” is an important term in this regard. Someone admitted to a service will inevitably gain insight into its content, its function, and how it succeeds in meeting individual needs. This knowledge is important for further development of the service. In this way, users should be regarded as part of their service. To innovate the service, its interests and practices must align with the users’ needs.

KBT seeks to strengthen users, and help them disseminate their knowledge in innovative processes, and influence the service apparatus towards listening to its users’ experiences.

Contact us for more information about innovation projects.

 

References:

Conway, S. and F. Steward (2009). Managing and Shaping Innovation. Oxford: Oxford University Press.

Hoholm, T. & Huse, M. (2008). Brukerdrevet innovasjon i Norge. Magma (5).

Michel S., S.W. Brown, and A.S. Gallan (2008). Service-Logic Innovations: How to Innovate Customers, Not Products. California.

Prahalad, C.K. and V. Ramaswamy (2004a). The Future of Competition. Boston: Harvard Business School Press

Prahalad, C.K. and V. Ramaswamy (2004b). Co-Creation Experiences: The Next Practice in Value Creation. Journal of Interactive Marketing, vol. 18, no. 3, s. 5–14.

Meld. St. 29 (2012–2013) Morgendagens omsorg

About Anne Benschop

Works as a project team member in KBT. Works with webpage and social media.