You’re building or managing an innovation hub? This post is for you!

Innovation hubs – the buzzword of buzzwords. Every organisation wants one, all the big names have one. The promise sounds great – a space that fosters innovation. But do they deliver? And what differentiates successful from underperforming innovation hubs?

I helped organisations in New Zealand and Europe build, manage, and operate innovation hubs and my answer is: yes, some innovation hubs do really well. Learn from my #10 lessons learned and increase the productivity of your innovation hub.

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Don’t build a mobile app just because you can! A framework for service design

Unlike products, services are delivered over time through a series of interactions between a customer and a service provider, which we call touchpoints. Service companies are typically structured around channels e.g. digital, direct, phone etc. As a result of this the budget is also assigned in the same way. To visualise this, the below sketch shows the structure of a prototypical service company.

You might think of your work in the context of a particular channel. Important to bear in mind is that your customers don’t care about channels or how your company is structured. Every interaction they have forms their experience regardless of channels. Their interactions are driven by a specific need or goal they want to achieve.

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Business model innovation - an Uber story you haven't heard yet

Uber Technologies Inc, the world’s largest provider of personal transport has surely made it into the top 10 of water-cooler conversations. Digital, technology and disruption are frequently used buzzwords when telling the Uber story.

Uber was founded in 2009 and is currently present in 60 countries and more than 300 cities. Despite extensive media coverage (mostly about countries who are trying to ban Uber), few people actually understand what makes Uber successful. Even most conventional taxi drivers fail to understand how Uber manages to offer a service with drivers who don’t have a taxi licence.

Many believe it is innovative digital technology that allowed Uber to disrupt the taxi industry. It is not!

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