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

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Ingår i: 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, s. 205-214

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Publicerad: 2014-06-25

ISBN: 978-91-7519-280-2

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


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.


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


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