How Industrial Design Supports a Customer-Centric Innovation Approach in a Technology-Centric Business Environment

Lievesley, Matthew, O'Leary, David, Whitehead, Callum, Hewitt, Ian, McPherson, Neil and Annal, Craig (2018) How Industrial Design Supports a Customer-Centric Innovation Approach in a Technology-Centric Business Environment. Design Management Journal, 12 (1). pp. 15-27. ISSN 1942-5074

Text (Full text)
Lievesley et al - How Industrial Design Supports a Customer‐Centric Innovation Approach in a Technology‐Centric Business Environment.pdf - Published Version
Available under License Creative Commons Attribution 4.0.

Download (1MB) | Preview
Official URL:


This paper provides a case-study whereby a UK University has been working in close partnership with Parker Hannifin Corporation, a Fortune 500 US manufacturing company, to develop new innovation practices. It discusses how Industrial Design has been introduced as an in-house function to one of the company’s divisional headquarters, in Gateshead, UK, through a collaborative research partnership over three years. Case material from four projects is presented, which illustrates a progressive, negotiated adoption by the company of the capabilities of Industrial Design as an essential component of a Customer-Centric Innovation approach. It has involved developing the organisation’s own confidence about the value and fit of Industrial Design through a series of projects and regular reflection on what is working well, not-so-well and what is raising concerns. The approach described provides an alternative to attempting to develop and implement a pre-formulated ‘grand-plan’ for Design.

Item Type: Article
Uncontrolled Keywords: customer-centric innovation, industrial design, large organizations, design-led innovation, manufacturing
Subjects: N100 Business studies
W200 Design studies
Department: Faculties > Arts, Design and Social Sciences > Design
Depositing User: Paul Burns
Date Deposited: 17 Apr 2018 10:46
Last Modified: 01 Aug 2021 12:17

Actions (login required)

View Item View Item


Downloads per month over past year

View more statistics