Guidelines for user driven service and E-service innovations

Abstract

The purpose of this article is to provide a set of guidelines consisting of tools and steps to be used to design service innovations by involving the users. The guidelines are based on an understanding of the service development process as a linear stage process as described by Alam [5] and user roles as described by Nambisan [15]. The tools and steps are illustrated through the way they have been applied to develop and design service and e-service innovations in the case of Roskilde University Library.