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Bottom Line Experiences:
Measuring the Value of Design in Services
April 2, 1pm EDT
Lavrans Løvlie, Founding Partner, Live|Work
The power of design to accelerate the economic performance of industry is well documented, perhaps best of all through the UK Design Council’s 2005 report “The Business of Design.” However, economic performance is too narrow a way to describe the value of work that appeals to the senses as much as to sensibility.
Lavrans Løvlie, director of London-based service innovation and design company live|work will discuss three different methods the company has explored in order to measure the value of design in the service sector: Triple Bottom Line accounting, GVA and the Service Usability Index.
Key Points:
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“Triple Bottom Line” accounting. Analyzing the economic, social and environmental consequences of service, both for provider and user.
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GVA – “Gross Value Added.” A measure used to explain value creation in the design of public services, including contribution to local and national economy.
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The Service Usability index. A live|work method that measures the quality of services from a user point of view. The method combines ratings for the service proposition, experience, usability and accessibility to produce comparisons of service experience.
Questions for participant consideration:
How does measurement of service quality differ from products? -
What types of indicators are useful in order to legitimize a concept in the early stages of the design process?
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What are useful parameters to measure for the design buyer – and for the customer?
Lavrans Løvlie
As a founding partner in live|work, Lavrans Løvlie is currently leading service innovation projects for Sony Ericsson, Sony, Aviva/Norwich Union, the BBC, airport operator BAA, and the Norwegian Knowledge Centre for Health Services. During recent years, he has also worked on services for the UK Design Council, Orange, Vodafone, Mustad, Fast, the Interactive Institute in Sweden, as well as the UK regional development agency, ONE North East.
Lavrans has worked as a Design Consultant since 1994. Before setting up live|work with Chris Downs and Ben Reason, he worked as an Interaction Designer in Norway and Denmark. Lavrans has also served on the committee responsible for the new British Standard for Service Design.
We are accepting late registrations. To Register please call DMI at 617-338-6380.
View complete registration information
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