Conference article

Conceiving and Developing a Mainstream Consumer Service to Support Older or Vulnerable People Living Independently

Nikki Holliday
Health Design & Technology Institute, Coventry University Technology Park, Coventry, UK

Gillian Ward
Health Design & Technology Institute, Coventry University Technology Park, Coventry, UK

Darren Awang
Health Design & Technology Institute, Coventry University Technology Park, Coventry, UK

David Harson
Health Design & Technology Institute, Coventry University Technology Park, Coventry, UK

Download article

Published in: ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Linköping Electronic Conference Proceedings 99:20, p. 205-214

Show more +

Published: 2014-06-25

ISBN: 978-91-7519-280-2

ISSN: 1650-3686 (print), 1650-3740 (online)

Abstract

The project aimed to explore what potential users would want from an innovative consumer care service platform which helps people live independently; and helps friends and relatives more easily support them. Co-creation methods were used to design a prototype of the service with stakeholders. Existing technologies were repurposed to prototype the service concept; which was tested in-situ with older people and their carers. Results from this initial pilot were positive; with participants finding the service non-intrusive; reassuring; and easy to use. The service is now being developed as a customer proposition and commercialised with business modelling by ADI; support from the charity CarersUK; and a national channel partner; with the intention to roll the service out UK-wide to customers. This paper describes the methods and processes used; and how the holistic service design methodology is proving to be a powerful persuader to help take the service to commercialisation.

Keywords

technology; telecare; assistive technology; co-creation; user engagement; service design

References

Ben-Galim; D. & Silim; A. (2013). The Sandwich Generation: older women balancing work and care. London: IPPR.

Bhömer; M.T.; Brouwer; C.E.; Tomico; O. & Wensveen; S. (2013) Interactive prototpyes in the participatory development of product-service systems. In Proceedings of Participatory Innovation Conference 2013 (pp. 36-42); Lathi; Finland..

Bichard; J.; Coleman; R. & Langdon; P. (2007). Does my stigma look big in this? Considering acceptability and desirability in the inclusive design of technology products. Proceedings of Universal Access in Human-Computer Interaction: Coping with Diversity; 4th International Conference on Universal Access in Human-Computer Interaction (pp. 622-631); UAHCI 2007; Beijing; China.

Brownsell; S.; Aldred; H.;Young; T. & Hawley; M.S. (2008). Reforming healthcare through information and communication technologies. Journal of Care Services Management; 2(3); 286-300.

Clark; M. & Goodwin; N. (2010). Sustaining Innovation in Telehealth and Telecare: WSDAN Brieifing Paper. London: The King’s Fund.

Coughlin; J.; D’Ambrosio; L.A.; Reimer; B. & Pratt; M.R. (2007). Older adults perceptions of smart home technologies: Implications for research; policy and market innovations in healthcare. In Proceedings of The IEEE Engineering in Medicine and Biology Society (pp.1810- 1815); Lyon; France;.

CSCI (2008) The State of Social Care 2006-2007. London: CSCI.

Department of Health (2007) Building Telecare in England. London: Department of Health.

Department of Health (2009) Whole System Demonstrators: An Overview of Telecare and Telehealth.
[online] Retrieved from: http://webarchive.nationalarchives.gov.uk/20130107105354/ http://www.dh.gov.uk/en/Publicationsandstatistics/Publications/PublicationsPolicyAndGuidance/DH_100946 Accessed 29/10/13.

Kreuger; R.A. & Cassey; R.A. (2000). Focus groups: a Practical Guide for Applied Research. California: Sage.

Kristensson; P.; Matthing; J. & Johansson; N. (2008). Key strategies for the successful involvement of customers in the co-creation of new technology services. International Journal of Service Industry Management; 19(4); 474-491.

McCreadie; C.; Wright; F. & Tinker; A. (2006). Improving the provision about assistive technology for older people. Quality in Ageing; 7(2); 13-22.

Netten; A.; Darton; R.; Davey; V. et al (2005). Understanding Public Services and Care Markets. London: King’s Fund.

ONS (2012) Family Expenditure Survey. London: Office for National Statistics.

Ricability (2009). The Revolution in Equipment Supply and What it Means for Information. London: Ricability.

Sanders; E. & Stappers; P. (2008). Co-creation and the new landscapes of design. CoDesign: International Journal of CoCreation in Design and the Arts; 4(1); 5-18.

SCIE (2009) Personalisation Briefing: Implications for Commissioners. [online] Retrieved from: http://www.scie.org.uk/publications/ataglance/ataglance06.asp Accessed 29/10/13.

Ward; G. & Ray. S (2011) Unlocking the Potential of the Younger Older Consumer: Consumer Preferences and the Assisted Living Market. Research findings from the COMODAL project. [Online] Retrieved 26/10/13 from: http://www.coventry.ac.uk/Global/05%20Research%20section%20assets/Research/Health%20Design%20and%20Technology%20Institute/comodal/Unlocking%20the%20potential%20of%20the%20younger%20older%20consumer%20Consumer%20preferences%20and%20the%20assisted%20living%20market.pdf
Westerlund; M. & Leminen; S. (2011). Managing the challenge of becoming an open innovation company: Experiences from Living Labs. Technology Innovation Management Review. October 2011; 19-25.

Which? (2009). Which? Briefing: Tools for Independent Living Forum. London: Which?

Wolfgang; J.; Morelli; N.; & Münch; J. (2009). Designing a product service system in a social framework: Methodological and ethical considerations. Paper presented at Undisciplined! Design Research Society Conference 2008; Sheffield Hallam University; Sheffield; UK; 16-19 July.

Citations in Crossref