Interaction That Values Co-Creation in the Design of Services (original) (raw)

One of the challenges of designing technology-based services is devising an appropriate system of communication, capable of supporting end user goals in an engaging and sustainable way. An increase in the complexity of technology-based services and customer interaction has fueled the development of innovative services that improve the quality of service offerings. This research looks at the design of a technology-based service that may provide users of enterprise communication tools with a satisfying customer experience. A new conceptual model for the design of co-creative services that combines cybernetic concepts with interaction design methods is illustrated by way of example through the design of an email service called Scribee. In doing so, the proposed model presents a way of conceiving service systems that have the potential to move beyond the simple creation and sharing of knowledge to assist end user involvement and collaborative interaction. © 2013 Alcatel-Lucent. knowledge from business management, computer science, engineering, and the social sciences. Innovation can be understood as the forming of new elements or novel combinations of these elements in the creation or delivery of service products [21]. By developing this theme, service innovation will also be considered in relation to its degree of novelty or its ability to extend existing services that contribute to their ongoing development [5]. Attributes of innovative services that meet the expectations of their users positively impact levels of user satisfaction and foster the development of increased customer value and loyalty [5]. This will impact a provider's fi nancial and strategic success. Therefore, the focus of this research centers upon creating