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End-to-End Methodological Approach for the Data-Driven Design of Customer-Centered Digital Services

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Exploring Service Science (IESS 2018)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 331))

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Abstract

The collection, analysis, and interpretation of digital data has become an important factor for the provision of services. However, there is a lack of methodologies for using data analytics systematically in an end-to-end process for designing services. Therefore, in this paper, we develop a conceptual approach covering the innovation funnel from idea generation to market deployment. In particular, we describe how qualitative approaches alternate with quantitative approaches along the innovation process. We pay special attention to the design of data-driven value propositions including the analysis and modeling of the customer needs, a phase in which the concept of hidden needs and pains is applied. To conclude, we propose the development of a tool to support and industrialize the approach discussed in this paper.

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Author information

Authors and Affiliations

  1. School of Engineering, ZHAW Zurich University of Applied Sciences, Winterthur, Switzerland

    Jürg Meierhofer

  2. School of Applied Psychology, FHNW University of Applied Sciences and Arts Northwestern Switzerland, Olten, Switzerland

    Anne Herrmann

  3. Expert Group Smart Services, Swiss Alliance for Data-Intensive Services, Thun, Switzerland

    Jürg Meierhofer & Anne Herrmann

Authors
  1. Jürg Meierhofer
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  2. Anne Herrmann
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Corresponding author

Correspondence to Jürg Meierhofer .

Editor information

Editors and Affiliations

  1. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Gerhard Satzger

  2. INESC TEC, Universidade do Porto, Porto, Portugal

    Lia Patrício

  3. Institute for Manufacturing, University of Cambridge, Cambridge, UK

    Mohamed Zaki

  4. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Niklas Kühl

  5. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Peter Hottum

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Meierhofer, J., Herrmann, A. (2018). End-to-End Methodological Approach for the Data-Driven Design of Customer-Centered Digital Services. In: Satzger, G., Patrício, L., Zaki, M., Kühl, N., Hottum, P. (eds) Exploring Service Science. IESS 2018. Lecture Notes in Business Information Processing, vol 331. Springer, Cham. https://doi.org/10.1007/978-3-030-00713-3_16

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  • DOI: https://doi.org/10.1007/978-3-030-00713-3_16

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-00712-6

  • Online ISBN: 978-3-030-00713-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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