User-Centric Service Map for Identifying New Service Opportunities from Potential Needs: A Case of App Store Applications
September 4, 2013 Editor 0
Today, service innovation is just as important as product innovation. The ideation of service innovation, vis-à-vis product innovation, is user-oriented, rather than maker-oriented. Thus, capturing and understanding user context is key to being able to offer personalized and relevant services, and further identify new service opportunities. Therefore, a user-centric approach is needed in new service development, especially in the era of ubiquitous service. There exists a rich literature on how to incorporate customers into new service development, but most has focused only on their expressed needs, and failed to identify potential needs. In response, this paper proposes a ‘user-centric service map’, which first visualizes the portfolio of existing services based on the dictionary of potential needs and then helps to investigate vacuums that can provide a concrete shape for new service opportunities. The suggested approach is composed of three parts: first, constructing a potential needs dictionary, second, developing a service map, and finally, identifying new service opportunities. A case study of Apple’s App Store services is conducted to verify the feasibility and utility of the proposed approach and offer strategic implications.
- Stochastic inventory model for imperfect production processes
- Lessons from Ideation: Where Does User Involvement Lead Us?
- Improving high variable-low volume operations: an exploration into the lean product development
- Observing discussion forums and product innovation – A way to create consumer value? Case heart-rate monitors
- Innovativeness: a team knowledge and communication perspective
- A database-centred approach to the development of new mobile service concepts
Subscribe to our stories
- A regional enterprise to commercialize an integrated technology for waste water treatment and biowaste conversion in eastern Africa May 27, 2018
- Dr Peggy Oti-Boateng May 27, 2018
- Three years in a row: Mauritania continues to excel in its Doing Business performance May 27, 2018
- Africa RISING farming technologies reach 60,000 households in Ethiopia May 27, 2018
- 7 questions to ask before you launch an enterprise blockchain project May 27, 2018