EUNIS 2024: Co-creating and validating customer value in Higher Education IT Services using Service Design

Abstract

Value creation and its transformation is one of the organisational elements required for successful digital transformation. This paper provides an overview of value and value co-creation. It also shows how value creation can be seen in IT services in higher education and how it is part of the service lifecycle at Tampere University. It describes how service design methods have been used to capture customer insight and co-create value, and to validate the value of existing services in a collaborative environment with customers.