Physical service prototyping helps thinking of service experience first and then forming the space and the design details around it. It allows an iterative and collaborative way to service innovation, which can be measured and validated. Hellon has developed in-depth service prototyping methods such as “idea lab”, “concept lab” and “live lab” and successfully implemented with many clients to boost service innovation and lead cultural transformation within the organisations. In this workshop, I will explore these different methods, share couple of real case examples. Then I would like to facilitate a discussion with the participants about how to overcome different challenges while live prototyping, such as resistance within the organisations or how to measure results and impact.
At Hellon, we have been developing, service prototyping methods such as “live lab” and “concept lab” and successfully implementing with many clients, from airports to movie theatres, from banks to restaurants. We have seen how it boosts service innovation and more importantly leads a cultural change within businesses. This methodology has a huge potential to accelerate organisational transformation into more customer centric direction. However it is still uncommon and it is unusual to see organisations adapting this methodology as an ongoing part of their process.