Innovation in services

Project Goal

Creation of knowledge and networks on service design in order to inform and inspire service providers to adopt service design as a method to innovate their services

Research Question

How to inform and inspire service providers regarding service design, based on enablers of collaboration in complex innovation projects and insight in the value of service design?

Project Description

Service Design works along ‘bottom up’ principles and takes the end user as its starting point when developing a product or service. With an integrated approach, it enables organizations to develop effective and distinctive products and services together with customers. Since service design as a method for service innovation is rather new, its effectiveness has not been demonstrated in practice.
The Innovation in Services project attempts to prove these results by showing how service design is applied in practice and how it benefits customers and organizations, by closely following five Dutch service design agencies who conduct various cases around Utrecht Central Station, University Medical Center Utrecht, and Utrecht University of Applied Sciences. Several PhD-candidates are involved in this project.


August 2010 - July 2013

Funded by

“Pieken in de Delta”-program Ministry of Economic Affairs Agriculture and Innovation City & Province of Utrecht

Project team

Remko van der Lugt
Fenne Verhoeven
Jens Gijbels
Tanja Enninga
Berit Godfroij 


Delft University of Technology


ProRail, Movares 31Volts, STBY Design Thinkers Scope Design Strategy Edenspiekermann Bureau H2O
Tastforce Innovation Utrecht region