The co-design and open-innovation process used to design a new prototype food service is based on the idea that service innovation can come from creating a blend of ideas from multiple sources and that tacit knowledge and experience can be readily mobilised if provided with the appropriate means and encouragement. This presentation describes both the process and means used to empower, train, inspire, facilitate and guide not only the diverse disciplines within the research team but also the key stakeholders and ‘food family’. Visualisation, ‘thinking-out-of-the-box’, ‘service narratives’ and iterative prototyping were methods used to develop shared understanding, clarity and focus across the team. This process has led to a new service prototype, designed to empower healthcare professionals, older adults and their carers and provide the means to monitor and respond to individual nutritional need and preference, and with an enhanced eating experience.