Usability of customer application for idea collection : designing new service concept
Prinssi, Roosa (2022)
Lataukset:
Prinssi, Roosa
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202204195357
https://urn.fi/URN:NBN:fi:amk-202204195357
Tiivistelmä
This thesis aimed to improve the usability of the current customer application for idea collection from the customers. The customers, dental professionals, gain a lot of ideas from their clinical work which they are keen to share with the dental manufacturers. For a dental manufacturer it is important to stay ahead in the competition and collect all possible new ideas to innovate new materials and products. As the product development in the medical device business field takes years and is highly regulated it was also necessary to create a service design process that is customer-centric and supports multiple iteration circles. To support the idea collection a possibility to create a common, internal databank and its’ sharing between product development entities in the company were researched. The customer service application was chosen here as a device for the idea collection since it is easily accessible for all customers.
The theoretical framework consisted of service design, co-creation in product development in terms of ideations with different customer’s, application creation, immaterial rights for inventions and use of common databank between global entities in the company. Based on the frame of reference, the research phase included deep interviews of key employees behind the current application and a customer survey. Workshops were organized to create a new way of collecting ideas and utilizing them internally via a common databank.
As a conclusion of the study, a service design blueprint was created for the new service. The study also showed how important it is to involve customers to co-create in all product development steps and how motivated they are to discuss about their experiences with products in a real clinical environment. It also reinforced the idea of a globally shared databank between product development entities.
KEYWORDS:
Ideation, Databank, Service design thinking process, Customer-centered co-creation
The theoretical framework consisted of service design, co-creation in product development in terms of ideations with different customer’s, application creation, immaterial rights for inventions and use of common databank between global entities in the company. Based on the frame of reference, the research phase included deep interviews of key employees behind the current application and a customer survey. Workshops were organized to create a new way of collecting ideas and utilizing them internally via a common databank.
As a conclusion of the study, a service design blueprint was created for the new service. The study also showed how important it is to involve customers to co-create in all product development steps and how motivated they are to discuss about their experiences with products in a real clinical environment. It also reinforced the idea of a globally shared databank between product development entities.
KEYWORDS:
Ideation, Databank, Service design thinking process, Customer-centered co-creation