The Third Way for the Third Sector: Using Design to Transfer Knowledge and Improve Service in a Voluntary Community Sector Organisation

  • Mark BaileyEmail author
  • Laura Warwick
Part of the Smart Innovation, Systems and Technologies book series (SIST, volume 18)


This paper describes a two-year Knowledge Transfer Partnership that concluded in September 2011. Knowledge Transfer Partnerships (KTP) is a UK-wide activity that helps organisations to improve their competitiveness and productivity by making better use of knowledge, technology and skills within universities, colleges and research organisations. This paper details the outcome of a KTP between Age UK Newcastle and Northumbria University’s School of Design that aimed to use Design approaches to improve the charity’s services. This paper will describe the recent context for organisations operating in the Voluntary Community Sector and discuss the relevance of a Design approach to both the improvement of customer services in this circumstance, as well as the transfer of knowledge to a capacity-starved organisation. It will also document how Design was used to achieve both of these aims, and the resulting impact of this engagement on the organisation and stakeholders.


Knowledge Transfer Design Team Service Development Service Innovation Service Experience 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  1. 1.School of DesignNorthumbria UniversityNewcastle-upon-TyneUnited Kingdom

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