Extracting key lessons in service innovation

Abstract

This paper describes how Sagentia-working with Vodafone, Safaricom, and other organizations-played a significant role in the creation and delivery of a landmark mobile money transfer and payment service for emerging markets, starting in Kenya. In this profile we examine the organization aspects and approach that contributed to the success of the service: the lessons we learned as the technology provider and how the experience has informed and strengthened our service innovation processes. © 2011 Product Development & Management Association.