Innovating for Trust
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Innovating for Trust

Edited by Marika Lüders, Tor W. Andreassen, Simon Clatworthy and Tore Hillestad

This book adopts a multidisciplinary approach to innovation, and argues that because innovation is always risky business, trust is an essential premise and outcome of successfully designing, developing and finally launching innovations. Each part of the book encompasses a different aspect of innovating for trust. It begins with the notion of trust, before covering the importance of trust in future thinking, business model innovation, service design, co-creation, the innovative organization and self-service technologies. It concludes with the importance of trust in commercializing innovations.
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Chapter 16: From participatory design to co-creation

Asbjørn Følstad


Successful services depend on the meeting between customers and companies to be one of co-creation. The chapter provides an overview of current perspectives on co-creation. The author discusses these in terms of trust. In particular, a synthesizing perspective is provided on co-creation of service design and co-creation of service value, seeing these as end-points in a continuum. The author discusses co-creation and trust as mutually dependent. Exploring one of the roots of co-creation, participatory design, five principles for establishing trusting relations are explicated and discussed relative to co-creation practices in current service innovation. The principles include the need to leverage multiple stakeholders and interests, establish common ground, observe practice, encourage skill-based participation, and aim for a greater good. The role of co-creation and trust in service provision is illustrated with an example from peer-to-peer redistribution markets.

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