Conclusion: Organisations building new products and services need new tools and skills to reinvent old business offerings or build completely new business products and services. To be successful, organisations and key decision makers need to be continually assessing the environment for tools and techniques that can be introduced to assist in providing creative thinking and service design activities. Rather than focus on volumes of detailed assessments and documentation the new approach for tools and techniques is creative and visual. Combined with a culture that supports innovation and change, these tools assist organisations to confirm their service and value direction or to identify and build new value for their customers and their organisation. Having staff who have the right skills and the right aptitude to be creative will be critical even if an organisation partners with a specialist business.
- Sue Johnston