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Improving Customer Centric Design for Self-service Predictive Analytics

  • Conference paper
New Horizons in Design Science: Broadening the Research Agenda (DESRIST 2015)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 9073))

Abstract

Customer-centric design is critical to the success of delivering Predictive Analytics (PA) as a Self-Service Technology (SST), yet efforts to date have focused upon the related technical challenges. This research turns to the multidisciplinary field of Service Design to address this where its centerpiece Service Blueprint (SB) method has the potential to support such customer-centric design. However the fields’ long-standing emphasis on traditional high-touch low-tech services limits its utility for the design of SSTs. This research adopts a Design Science approach to improve upon the SB to offer a more complete solution beyond these traditional boundaries. As output, a new multi-model is proposed with an enhanced SB at its center, enabling design practitioners to rise to the challenges of these technology-enabled services. Besides providing the necessary customer-focused design for PA SSTs, the research contributes to the development of a more holistic approach to the broader practice of Service Design.

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Author information

Authors and Affiliations

  1. Business Information Systems Dept, University College Cork, Corcaigh, Ireland

    Colm Thornton & Brian O’Flaherty

Authors
  1. Colm Thornton
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  2. Brian O’Flaherty
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Corresponding author

Correspondence to Colm Thornton .

Editor information

Editors and Affiliations

  1. Maynooth University, Maynooth, Ireland

    Brian Donnellan

  2. Dublin City University, Dublin, Ireland

    Markus Helfert

  3. Intel Labs Europe, Leixlip, Ireland

    Jim Kenneally

  4. Florida International University, Miami, Florida, USA

    Debra VanderMeer

  5. University of Nevada, Las Vegas, Nevada, USA

    Marcus Rothenberger

  6. Universität St. Gallen, St. Gallen, Switzerland

    Robert Winter

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© 2015 Springer International Publishing Switzerland

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Thornton, C., O’Flaherty, B. (2015). Improving Customer Centric Design for Self-service Predictive Analytics. In: Donnellan, B., Helfert, M., Kenneally, J., VanderMeer, D., Rothenberger, M., Winter, R. (eds) New Horizons in Design Science: Broadening the Research Agenda. DESRIST 2015. Lecture Notes in Computer Science(), vol 9073. Springer, Cham. https://doi.org/10.1007/978-3-319-18714-3_15

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  • DOI: https://doi.org/10.1007/978-3-319-18714-3_15

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-18713-6

  • Online ISBN: 978-3-319-18714-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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