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A Non-Profit Design-Led Innovation Journey

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Non-profit organisations in the aged care sector are currently under pressure
from more than just a sheer increase of customers. A need to respond to
changing legislative requirements, increased expectations from customers
and increasing likelihood of shortage in appropriate experienced staff are
also contributing to instability within the sector. This paper will present a
longitudinal action research study of a non-profit organisation revisiting its
core purpose of providing relevant services and attempting to build a
customer-centric method for addressing the current and upcoming change
drivers in an Australian aged care context. The study found Design-Led
Innovation to be an effective methodology for capturing deep customer
insights and conceptualising new business models which address the
prevalent change drivers. This paper details a design-led approach to
innovation, tailored to a non-profit organisation seeking to better understand
its stakeholders and redefine its value offering.


PUBLISHED: Proceedings from the The 19th DMI: Academic Design Management Conference, 2014


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Kevin BethuneKevin Bethune is the Founder and Chief Creative Officer of dreams • design + life

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