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User driven service innovation tools

User driven service innovation tools

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Published by Jari Kuusisto
This presentation introduces two tools for user driven service development. These tools help businesses in systematic sand user-driven service innovation management.
This presentation introduces two tools for user driven service development. These tools help businesses in systematic sand user-driven service innovation management.

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Published by: Jari Kuusisto on Sep 08, 2011
Copyright:Attribution Non-commercial

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04/25/2013

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1
Service development tools in action
Jari Kuusisto • Arja Kuusisto • Pirjo Yli-Viitala
Lappeenranta University of TechnologyDepartment of Industrial Management
Reser ConferenceHamburg, September 8-9, 2011
 
2
Lappeenranta University of Technology
 
Introduction
 
 
Focus & Motivation
 
Service innovation is a key source of productivity gains andcompetitive advantage across the industries
 
At the same time, systematic management of complex serviceinnovation activities is still at an early stage of its development
 
There clearly is significant scope for improvements
 
This paper proposes two management tools that assistbusinesses in developing more systematic and effective servicedevelopment process
 
The focus is on making optimal use of customer and user inputsduring the service innovation process.
 
3
Lappeenranta University of Technology
 
Objectives and approach
1.
 
To utilize (service) innovation literature in management toolsdevelopment2.
 
To make visible strategic level questions of the desired role of customers and users in new service development.3.
 
Propose a reference process for engaging customers effectively inservice innovation activities4.
 
Test and refine the usability of the tools in real life business cases

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