新作坊 Humanity Innovation and Social Practice

Service Design for Social Innovation through Participatory Action Research (透過參與式行動研究的社會創新服務設計)

摘要：

Social innovation has many challenges in practice due to the complexity of stakeholders and ecological systems involved in the framework of value co-creation. First of all, the difficulties often occur during the value co-creation processes of multi-disciplinary stakeholders because of their diverse viewpoints and backgrounds, so a more effective approach is needed to enhance cooperation, communication and ideation. Secondly, social innovation needs long-term stakeholder involvement and continuous improvement to achieve the purpose of adoption and diffusion. It is challenging to build a sustainable mechanism to consistently trigger value co-creation and support transformation for key stakeholders. Today, service design that emphasizes holistic, multi-disciplinary, and integrative characteristics has become an important strategic means for many organizations to drive innovation. Therefore, through participatory action research with a social innovation platform in Taiwan, this study is designed to identify the crucial activities and useful service design tools which could facilitate multi-disciplinary ideation among different stakeholders effectively. Moreover, this study identifies four types of key stakeholders for building a sustainable value co-creation mechanism, and discovers the role positioning and motivators that can drive them to continuously participate in the mechanism from a service design perspective.

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社會創新所涉及的生態系統，由於利害關系人的複雜性和價值共同創造的框架，往往在實踐中面臨許多挑戰。首先，由於跨領域的利害關係人觀點與背景各異，使得共創價值的歷程變得困難，因此需要更有效的方法來加強合作、溝通和構思。其次，社會創新需要個利害關係人的長期參與和持續改進，以達到實現和傳播的目的，然而建立可持續的機制、以持續觸發共創價值、並支持關鍵利益相關者的轉型，是具有挑戰性的。如今，強調整體性，跨領域和整合的服務設計已成為許多組織推動創新的重要手段，因此，本研究透過臺灣社會創新平台的參與式行動研究，以找出關鍵性的活動和有用的服務設計工具，這些工具和方法能有效地促進跨領域不同利害關係人之間的互動。此外，本研究確立了四種類型的關鍵利害關係人，從服務設計的角度，分析出他們的角色定位和激勵因素，這些因素可以驅動他們不斷參與共創價值的機制，使其共創價值得以延續。