Applying the lead user method for designing e-services - Practical techniques and experiences

Abstract

The interest for creating new and innovative e-services is increasing in both the private and public sector. One promising approach is to make use of user innovation, that is, to let innovative users participate in the design process. However, in order to use user innovation for e-service design, organizations need to have a clear approach to identifying areas for improvement, as well as engage and utilize innovative users. In this paper, a practical approach for e-service design based on the concepts of user innovation is presented. The approach consists of a set of steps, and each step is supported by a practical technique. The techniques used in the approach are based on enterprise models such as business value network models and business use cases, and analysis techniques such as SWOT and Open-EDI service phase analysis. The approach is demonstrated by applying it to a real-world case from the Swedish tax agency, and it has been assessed by business and IT practitioners. Furthermore, experiences with applying the techniques are presented. © 2013 Springer-Verlag.