Interaction That Values Co-Creation in the Design of Services (original) (raw)
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SERVICE CO-CREATION WITH THE CUSTOMER: THE ROLE OF INFORMATION SYSTEMS
This research-in-progress paper investigates the role of IS in delivering co-created services within the Financial Services Industry. These types of collaborative interactions where services are co-created between service providers and customers are under-researched, yet they are a growing phenomenon within professional services organisations. In particular, little is known about how IS can be used to facilitate co-creation interactions. The more that IS are used to facilitate customer interactions, the less scope there is for individually tailoring or co-creating service offerings with customers in a manor traditionally associated with person-to-person customer relationship strategies. This is argued to be a major obstacle, as organisations increasingly seek to use technology in their interactions with customers. Using Activity Theory as an analytical lens to view extant research, the paper develops a conceptual model for service co-creation. This model will guide empirical research in several Financial Service organisations with the aim of improving extant understanding of service co-creation and, specifically, the role of IS in this process. The paper concludes with a brief report on researchin-progress and outlines initial findings from the study.
Co-designing with users is nowadays well know as a fruitful and creative activity to face design challenges and to develop new products. e potential of the co-creation process, as well as its methodologies, are affirmed and clear, especially in the design and business elds, but the relationship with the level of innovation that is possible to gain is not. is essay explores the effectiveness of the co-creation process in the development of a service innovation and the link between the level of participation and creativity of the users and the level of innovation that results. In order to accomplish this goal, the essay presents rst a brief theoretical framework of the dominant theories about co-creation and service innovation, with a focus on the users creativity in the process, and then a detailed presentation and analysis of three case studies. From their comparison, summary schemes are offered and comments and re ections are drawn. In the end, based on this analysis, the essay tries to answer the questions at the core of this research.
A Methodology for Designing E-services from a Co Design Platform
Defining e-services with the help of a Co-Design Platform (CDP) offers the possibility for designers to co-construct services with users that better respond to their real needs. A physical or virtual agora, the CDP offers a way to guide the analysis and conception of new services by taking advantage of the convergence between content production, editing and distribution on the Internet. By anticipating the expectations of users, we describe a methodology that aims to correlate designers' models, consisting of domain objects, and users' conceptual models, composed of usage objects.
Interacting with the Customers through New Technologies
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Nowadays, new technologies and information systems are important tools to carry out many different activities in daily life. The use of these new technologies is also a means for getting information on the users' experience. This paper aims at giving a brief review of how users may participate in the development process of products and services, and how they communicate their needs and suggest their preferences through these new interactive tools. This is a preliminary study, which focuses on how companies may incorporate the concept of Co-design into their proposals, in order to add customer value. Our first findings show that, consciously or not, users are participating more in the development process. Thanks to the use of new technologies and tools, their involvement has increased-and so have their expectations and their perception of feeling empowered. It is argued that a direct relation exists between the interaction of users and their experience of the products or services.
Designing Technology-Enabled Services through Consumer-Provider Interactions
2011
Technology-enabled services have considerably changed the way people learn, perceive, and interact with the system. The system refers to the entities such as people, technology, and environment involved, resulting in an outcome. The paper makes use of related literature from the marketing, computer science, human-computer interaction, and service science disciplines to extract major themes, which are relevant in consumer-provider interactions during the process of technology-based services' design. The purpose of extracting these themes is threefold. First, they help us to develop a formal and an efficient relationship between the consumers and providers. Second, they contribute towards the fact that value co-creation is a function of the interactions. Third, they systematically guide any service designer to include the consumers in the design of the services, which they are consuming. Thus, consumer-provider interactions have an integral role to increase the value gain for the consumers and the providers. This study attempts to find "how providers can improve the service design process through interactions with their consumers". It is submitted as a research-in-progress paper.
Models for Designing Excellent Service Through Co-creation Environment
In book: Serviceology for Services. ICServ 2020. Communications in Computer and Information Science, vol 1189, 2020
Design approaches and methods that are currently widely used in practice target better customer satisfaction, without focusing on customer delight. Customer delight is essential to creating differentiated or better customer experiences. While "service excellence" as an organization's capability to achieve customer delight has standards, such as CEN/TS 16880, a standard method for designing "excellent service" has not yet been developed. This paper attempts to provide a foundation for what excellent service is toward a new standardization of designing excellent service. The co-creation aspect in excellent service is emphasized in this paper to achieve continuous customer delight. A structured model of excellent service and the concept of a co-creation environment are described. "Engaged customers and employees" and an "ecosystem of data collection and utilization" are sub elements to enhance the effectiveness of a co-creation environment, which is modeled and elaborated as a leverage mechanism to differentiate excellent service from basic service.
A framework for innovative service design
The Service Industries Journal, 2016
Drawing on research from design science, marketing and service science, our paper provides an integrated framework for evaluating and directing innovative service design. The main goal of our review is to highlight the strengths of existing frameworks and to suggest how they can be enhanced in combination with design science principles. Based on our review, we propose a new framework for the design of innovative services that integrates several key paradigmatic approaches and identifies fundamental open research questions. Our approach is unique as it combines three service disciplines, namely services marketing, service science, and design science, and provides a new framework that describes step by step the procedure that needs to be taken and the conditions that need to be met for developing innovative services. We believe that providing such a framework is a valuable addition to the literature.
Computers in Industry, 2012
The roles of customers from passive users to collaborators in creating and extracting business value have given rise to customer co-creation techniques and value co-creation models. Although these techniques and models have been useful to researchers and businesses, they are unstructured. A classification is necessary so that research can be placed in proper context of one another. Via an examination of the literature and based on the concept of customer value hierarchy a classification of the different models and techniques of co-creation is developed. There are two implications for the classification. Firstly, it will aid in the research and understanding of the use of the various techniques and models. Secondly, it can assist in designing appropriate encounter processes as a basis for engaging customers and subsequently provide innovation for organizations. The paper concludes with an application of the classification to develop encounter processes in a learning management system.
AN USER-DRIVEN APPROACH FOR SERVICE PROCESS INNOVATION
The nature of innovation is changing. An increasingly globalized society, enabled by information and communication technologies (ICT), has changed the process of value creation and shifted the balance of power between firms and individual consumers or users. Today, companies must also find ways to define and deliver unique experiences, together with users, in order to survive. However, this requires a paradigm shift in terms of mindset and adjustments to current working practices. This paper gives an overview of the role of ICT technologies in the co-production between supplier and user. Additionally, the most important aspects in the area of knowledge creation and innovation through knowledge networks were analyzed. Finally, six innovation policies based in ICT technologies were proposed in order to allow an easier integration of user knowledge in the companies’ knowledge networks.