RESUMONo contexto de alterações no cenário econômico e tecnológico do setor de serviços, é preciso que as organizações busquem formas de inovar para sobreviverem e se destacarem no mercado. Nesse sentido, a gestão da inovação destaca-se como área fundamental das organizações. Como meio de implantar a inovação nas empresas, destacam-se as metodologias de User Experience (UX) e Design de Serviços, que utilizam o Design Thinking (DT) como meio de desenvolvimento de seus processos. Pensando nisso, este artigo visa demonstrar a conexão entre a Gestão da Inovação e Design de Serviços. Para tanto, foi realizada uma pesquisa bibliográfica sobre os temas em questão (UX, DT, Gestão da Inovação e Design de Serviços). Por fim, foi proposto um modelo teórico analítico que faz a conexão dos conceitos supracitados.Palavras-chave: gestão da inovação, design de serviços, design thinking, user experience. ABSTRACTConsidering the context of changes in the economic and technological scenario of the service sector, organizations need to look for ways to innovate to survive and excel in the marketplace. In this sense, innovation management stands out as a fundamental area of organizations. As a means of implementing innovation in companies, stand out the methodologies of User Experience (UX) and Service Design, that use Design Thinking (DT) as a means of developing their processes. With this in mind, this article aims to demonstrate the connection between Innovation Management and Service Design. To this end, a literature research was conducted on the topics in question (UX, DT, Innovation Management and Service Design). Finally, an analytical theoretical model was proposed that connects the above concepts.
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