Abstraction, 7
Artificial case study, 65
BCG. See Boston Consulting Group
Best-effort approach, 4
Blue Ocean Strategies, 27
Boston Consulting Group (BCG), 26–27
Buddy Checks method, 30–31
Business Exposed: The Naked Truth About What Really Goes on in the World of Business (Vermeulen), 12
Business prospects, 5–6
Business Week, 12
Change Paths method, 29–30
Clark, Colin, 3
Columbus, Christopher, 3
Community of practice, 32
Conditions of Economic Progress (Clark), 3
Context Maps method, 23
Continuous service delivery, 43
Creative intelligence, 12
Crowd Clovers method, 32–33
Customer base management, 43–44
Customer identification, 42
Customer perspectives, 38–39
Dark horse prototype, 29
DARPA Hard Test method
actionable dimension, 36
far reaching dimension, 35–36
multidisciplinary dimension, 35–36
technically challenging dimension, 35–36
Design thinking
case study, 9–11
definition, 9
elements of, 11–12
formula, 11
mindsets, 12–14
process steps, 15–22
toolsets, 14–15
Design thinking approach
global service vs. local service, 53–54
motivation to delivery approach, 51–53
think carefully vs. act instantly, 54–55
Devotion, 1
The End of Leadership (Kellerman), 38
Evaluation systems, 61–62
revising, 63–64
Evaluation timings, 62–63
Futuretelling method, 25–26
Future User method, 24–25
Generation arcs, 24
Global service vs. local service, 53–54
Goal change/pivoting, 2
Goal setting, 1
Ideation, 10
IDEO’s design thinking, 9–11, 15, 21–22, 80
Implementation, 10
Inspiration, 10
Integration, 11
Janus Cones method, 23–24
Kamaboko case study, 70–74
Kay, Alan, 5
Kellerman, Barbara, 38
Motivation to delivery approach, 51–53
Nussbaum, Bruce, 12
Open innovation network, 32
Paper Mockup method, 28–29
Pathfinders method, 36–37
Playbook
Buddy Checks, 30–31
Change Paths, 29–30
Context Maps, 23
Crowd Clovers, 32–33
Dark Horse Prototype, 29
DARPA Hard Test, 35–36
Futuretelling, 25–26
Future User, 24–25
generation arcs, 24
Janus Cones, 23–24
Paper Mockup, 28–29
Pathfinders, 36–37
Progression Curves, 23
Vision Statement, 34–35
VOICE Stars, 31–32
White Spots, 26–28
Pricing, 40
Progression Curves method, 23
Prototyping services
adaptability, 60
advantages, 58
evaluation systems, 61–62
evaluation timings, 62–63
revising evaluation systems, 63–64
rules for, 58–60
Quick and dirty prototype, 28
Real case study
Kamaboko, 70–74
Toys Yoshida, 65–69
Tsutomu Uematsu, 75–77
Real-world case study, 65
Service design and delivery
case study examples, 4
continuous service delivery, 43
customer base management, 43–44
customer identification, 42
customer perspectives, 38–39
delivering, 41–45
focusing, 6–8
societal context, 47–48
society toolkits, 49–50
time/timing, 39–41, 44–45
Simplification, 7
Society for service design and delivery, 47–48
Society toolkits, 49–50
Suzuki, Chieko, 71–72
Suzuki, Hirokichi, 71
Think carefully vs. act instantly, 54–55
Time/timing-based services, 39–41, 44–45
Toys Yoshida, 65–69
Tsutomu Uematsu case study, 75–77
Uematsu, Tsutomu, 75–77
User-centered design, 38
Vermeulen, Freek, 12
Vision Statement, 34–35
VOICE Stars method, 31–32
White Spots method, 26–28