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dc.rights.licenseAttribution 4.0 International*
dc.contributor.authorIriarte, Ion
dc.contributor.authorJustel Lozano, Daniel
dc.contributor.authorAlberdi Álvaro, Alazne
dc.contributor.authorUrrutia Bea, Elisabeth
dc.date.accessioned2022-04-26T13:04:03Z
dc.date.available2022-04-26T13:04:03Z
dc.date.issued2017
dc.identifier.issn1756-3062en
dc.identifier.otherhttps://katalogoa.mondragon.edu/janium-bin/janium_login_opac.pl?find&ficha_no=127703en
dc.identifier.urihttp://hdl.handle.net/20.500.11984/5533
dc.description.abstractInsurance companies are in the midst of massive disruptive change occurring as a result of new consumption models and technologies. Companies unable to keep up with the rapid pace of change run the risk of disappearing. Service Design has become an essential practice for firms competing in experience-centred sectors. However, Service Design is not only limited to improving customer experience: it has also been proposed as an enabler for strategic and organisational change. This paper presents a case study in which Service Design was applied to foster transformative strategy and processes in an insurance company. The experiment has shown that Service Design can help companies to identify new business opportunities, as well as assisting organisational transformations. The findings in this paper show that by adopting Design-led approaches, firms can achieve faster and more flexible New Service Development processes able to significantly reduce time to market.en
dc.language.isoengen
dc.publisherTaylor & Francisen
dc.rights© 2017 The Author(s)en
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/*
dc.subjectService Designen
dc.subjectStrategic Designen
dc.subjectChange by Designen
dc.subjectUniversitybusiness collaborationen
dc.titleBeyond customer satisfaction. Supporting organisational change through Service Design. A case study in the insurance industryen
dc.typeinfo:eu-repo/semantics/articleen
dcterms.accessRightsinfo:eu-repo/semantics/openAccessen
dcterms.sourceThe Design Journalen
dc.description.versioninfo:eu-repo/semantics/publishedVersionen
local.contributor.groupCentro de Innovación en Diseñoes
local.description.peerreviewedtrueen
local.description.publicationfirstpageS424en
local.description.publicationlastpageS434en
local.identifier.doihttp://dx.doi.org/10.1080/14606925.2017.1352950en
local.source.detailsVol. 20. Supl 1: Design for Next: Proceedings of the 12th European Academy of Design Conference, Sapienza University of Rome, 12-14 April 2017. Pp. 16-27, 2017en


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Attribution 4.0 International
Except where otherwise noted, this item's license is described as Attribution 4.0 International