Developing digital services with users
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Transcript of Developing digital services with users
Digital services for/with/by users
Media Technology Seminar 25.9.2012
Pirjo Friedrich
VTT Technical Research Centre of Finland
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Before use
During use
Developing digital services for users
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Before use
During use
Developing digital services for users
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Developing digital services with users
I often don’t know what happens in my neighbourhood.
I have an idea how to connect local news to my daily route.
This service could really help me. But what is that button for?
I would like to add here my own videos from those places.
Ideas
Needs
Concepts
Service
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Digital services developed by users
Public sector supports actively
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”Collaborate with the users”
- Co-design
”Challenge the users”
- Crowdsourcing
How to involve users?
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”Challenge the users”
- Crowdsourcing
How to involve users?
• Define the goal
• Create a schedule
• Formulate the
challenge
• Choose a proper
channel
• Decide rewards
• Plan how to analyse
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”Collaborate with the users”
- Co-design
How to involve users?
• Involve users through
the innovation process
• Value users as active
partners
• Give users real power
• Find the right people
• Combine face-to-face
and online methods
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Owela is VTT’s online co-design community
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Owela connects consumers and companies
Easy and engaging for consumers
Popular social media tools
Where ever, whenever
Easy and flexible for companies
Fast and direct interaction with
users
Tailored, restricted workspaces
Quick set-up based on templates
Professional facilitators activate
and analyse the discussion
Modifiable for specific needs
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Owela supports all phases of innovation process
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Some examples of more than 60 Owela projects
Web / mobile service development
Other services for consumers
e.g. tourism, postal, sailing
E-participation
Health and wellbeing
Sustainability
Housing
Charity
Internal innovation process management
etc...
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1) Designing a new digital service concept:
Mobile AR city guide
In which situations would people use this? Which content would be interesting for the users? How to make this intuitive to use?
Co-design in Owela
• 3 weeks
• 66 participants (27 active)
• 176 comments and ideas
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1) Designing a new digital service concept:
Mobile AR city guide
Use stories
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1) Designing a new digital service concept:
Mobile AR city guide
New ideas
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1) Designing a new digital service concept:
Mobile AR city guide
User interface
evaluation
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2) Innovating real world services: City adventures
1. Inspirational survey: memories
2. Owela discussion: service ideas
3. Face-to-face service testing: feedback
and development ideas
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3) Collaboration of citizens and decision makers
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User motivations to participate in Owela
Opportunity to express own opinions and influence,
be part of decision-making
“I want to share my ideas with others”
“Together we can create better future”
“Innovating is fun!”
Co-design is a meaningful activity as such,
high expectations, personally experienced benefits
Networking, interest in the topic, learning
Curiosity, easiness of participation, personal invitation
Rewards
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Examples of results for customers
“This was a really positive experience! We can recommend Owela for our colleagues: It’s that easy – and fun!” Marko Latvanen, Web editor, Suomi.fi, State Treasury
“In Owela we were able to efficiently test the initial ideas and got a lot of interesting comments and feedback from the end users.” Kimmo Kivirauma, R&D Director, TeliaSonera
“F-Secure obtained via Owela ideas for new concepts and received valuable insights into consumers’ usage and perceptions of cloud services.” Ville Nore, Usability Specialist & Camilla Magnusson, Business Development Manager, F-Secure Oyj
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www.owela.fi