A non-profit design-led innovation journey

Nusem, Erez, Wrigley, Cara, & Matthews, Judy H. (2014) A non-profit design-led innovation journey. In Bohemia, Erik, Rieple, Alison, Liedtka, Jeanne, & Cooper, Rachael (Eds.) Proceedings of 19th DMI : Academic Design Management Conference, London College of Fashion, London, pp. 1344-1366.


Non-profit organisations in the aged care sector are currently under pressure from more than just a sheer increase of customers. A need to respond to changing legislative requirements, increased expectations from customers and increasing likelihood of shortage in appropriate experienced staff are also contributing to instability within the sector. This paper will present a longitudinal action research study of a non-profit organisation revisiting its core purpose of providing relevant services and attempting to build a customer-centric method for addressing the current and upcoming change drivers in an Australian aged care context. The study found Design- Led Innovation to be an effective methodology for capturing deep customer insights and conceptualising new business models which address the prevalent change drivers. This paper details a design-led approach to innovation, tailored to a non-profit organisation seeking to better understand its stakeholders and redefine its value offering.

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ID Code: 74824
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: Design in Business, Aged Care, Shared Value, Competitive Advantage, Design-led Innovation
Subjects: Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > DESIGN PRACTICE AND MANAGEMENT (120300) > Design Innovation (120302)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Design
Current > QUT Faculties and Divisions > Creative Industries Faculty
Current > Schools > School of Management
Copyright Owner: Copyright 2014 The Author(s)
Deposited On: 07 Aug 2014 22:53
Last Modified: 17 Aug 2016 23:20

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