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User Centric Innovation
Lasse BerntzenAssociate Professor
Department of Business andManagement
Vestfold University CollegeNorway
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About myself
Associate Professor at VUC since 2002
Academic background: Information Systems
Research: Public Sector Innovation, e-Government, Research: Public Sector Innovation, e-Government,e-Participation
Center for Innovation and Management
Multidisciplinary research team
Citizen centricity, user centricity, customercentricity, through cc:eGov and NET-EUCEN
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User Centricity
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User Centricity
Isn't user centricity obvious?
Do we not develop products and services to fit theneeds and wants and limitations of the users?needs and wants and limitations of the users?
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Norwegian Flirt trains
Picture is from Wikipedia Commons
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Problem with seats
In service production May 2012
Customers/users started complaining immediatelyabout the seats.about the seats.
Too narrow, impossible to work, not comfortable tosit.
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Problem with seats
December 2012: Initial decision to change the seats
June 2013: Final decision to make changes with abudgetbudget
Costs: More than 6 million Euro
Seats are to be changed next spring (2014)
8 months for delivery
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Driving permit
XXXXXXXX
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Driving permit
Is a driving permit really necessary?
It is a document you need to produce forinspection, so you need to keep it with you.inspection, so you need to keep it with you.
If not, you can get fined.
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Driving permit
But:
If you are stopped, they still check if your drivingpermit is valid (through radio or computer).permit is valid (through radio or computer).
So why have a driving permit, when you have othervalid identity documents?
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User centricity
If users were involved in all stages of (product,process, service) development, the results could bebetter.
This is the main topic of this keynote: How to doinnovation in a user centric way.
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User centricity
User centricity is not obvious!
How to achieve user centricity? How to achieve user centricity?
Learning from the users
Involve users in development of products andservices
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The Origins of User Centricity
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The Scandinavian model
Scandinavian model of system development
Long tradition of involving users in the developmentprocessprocess
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The Scandinavian model
1974 Viking-Askim (Norwegian Company):Agreement on implementation of Electronic DataProcessing
1975 Agreement between the Confederation ofNorwegian Enterprise (NAF, later NHO) and theNorwegian Confederation of Trade Unions
1975 Agreement between the Government andtheir employees.
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The Scandinavian Model
Worries about the impact of Electronic DataProcessing (EDP) on
Loss of jobs
Lack of privacy Lack of privacy
But also
Empowerment
Use best practice
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The Scandinavian Model
Users were the employees, not the public.
Unions played an important part
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The Scandinavian model
Benefits of users involvement:
Improving the knowledge upon which systems are built,
Enabling people to develop realistic expectations, and Enabling people to develop realistic expectations, andreducing resistance to change, and
Increasing workplace democracy by giving the membersof an organization the right to participate in decisionsthat are likely to affect their work.
N. Bjørn-Andersen and N. Hedberg. Designing Information Systems in an Organizational Perspective, Studies in the ManagementSciences Prescriptive Models of Organizations vol 5, 1977, pp. 125- 142
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New Public Management
UK, New Zealand, Australia, Scandinavia.
Basic idea: Use principles from private sector inpublic sector.public sector.
Autonomous units. Competition.
Professional management (more space formanagers).
Indirect control (goals, results, measurements,reports).
User/customer focus.
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New Public Management
User/customer focus includes such ideas as:
Treat public service users as customers
Let users choose for themselves Let users choose for themselves
User satisfaction measurements
For more discussion of NPM as a driver for user centric innovation, see L. L. Langergaard. Understandings of“users” and “innovation” in a public sector context. In J. Sundbo and M. Toivonen (eds). User-based innovationin Services. 2012. Edward Elgar Publishing, Celtenham, pp. 203-226
She also discusses “Network governance” as a new paradigm, which is even more important for innovation.
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European Union
The European Union put focus on Citizen Centric servicesduring the UK Presidency in 2005.
Ministerial Conference in Manchester, UK: “During 2006 and2007, Member States will, through the European PublicAdministration Network, exchange experiences in developingAdministration Network, exchange experiences in developingpolicies which are inclusive by design, for example, in citizen-centric service delivery or the use of multi-channelarchitectures”
Several projects initiated: cc:eGov
OneStopGov
NET-EUCEN
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Lean Startup Methodology
Eric Ries
Startups as alearning processlearning process
Based on Leanmethodology
Experiment andvalidate
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Innovation
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Innovation
New products
New services
New processes New processes
BUT new is not enough
Value creation
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The purpose of innovation
Better products, services, processes
What is better?
Efficiency Efficiency
Quality
Improved functionality
Ease of use
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Innovation
Dimensions
Closed Innovation
Open Innovation
Working with external partners
But also with users
Buy intellectual property
Sell intellectual property
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Open Innovation
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Innovation
Radical or disruptive innovation
Changes the rules in a market
Incremental innovation Incremental innovation
Stepwise refinements
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Good examples
Airline industry / tourism
Music
Retailing Retailing
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User Innovation (UI)
When user invent by themselves
Examples of areas (see reference below):
Scientific Instruments and Machine Tools Scientific Instruments and Machine Tools
Medical Instruments
Outdoor Sports Consumer Products
ICT`s and Digital Products and Tools
Georgina Voss. The Historical Construction of User Innovation. In: Stephen Flowers and Flis Henwood.Perspectives on User Innovation. Imperial College Press, 2010
Users that know how to program
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User Innovation (UI)
Modifying existing products
Making new products and services
Software: Lotus Notes, Software: Lotus Notes,report generators
Music: Take control overthe value chain
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User Centric Innovation
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User Centric Innovation
User innovation is not user centric innovation
User centric innovation is when users are involvedin the innovation process, preferably in all stages ofin the innovation process, preferably in all stages ofthe service/product lifecycle.
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User Centric Innovation
Systematic collection of user input
Collaboration, participation
Users may be co-creators of the service Users may be co-creators of the service
Adding their wishes and expectations
But also their competence
Mindset
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Lean Startup
Key point: Validated learning
Startups exist to learn how to build a sustainablebusinessbusiness
Scientifically validated learning through frequentexperiments where vision is tested
Minimum viable product
Build-Measure-Learn (feedback loop)
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Kolbs Learning Cycle
ConcreteExperience
ActiveExperimentation
ReflectiveObservation
AbstractConceptualization
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User Innovation Management (UIM)
A.M. Kanstrup & P. BertelsenAalborg University, Denmark
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User Innovation Management (UIM)
Involve users early and throughout the designprocesses (in contrast to being testers of designers´ideas at the ends of the design processes).
Create space for users to point out directions fordesigns (in contrast to walking on a path alreadycleared by designers)
Manage users innovation process (in contrast tomanage own innovation process)
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User Innovation Management (UIM)
Designers Towards practice ofdesign
Innovation as a learning process
Towards practiceof use
design
Users
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NET-EUCEN
EU funded thematic network with focus on user-drivenservices
Actively involve users in service design and delivery
Draw on expertise, views and perspectives of service Draw on expertise, views and perspectives of serviceusers to complement the skills and input of serviceprofessionals
User-driven services go beyond typical user consultationor user representation.
Public service staff and users working together todetermine what services to provide, and how.
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NET-EUCEN
NET-EUCEN definition of user centric: Fulfillment ofthree stages of user involvement:
(1) User involvement in the design stage. The users (1) User involvement in the design stage. The usersare involved in development of ideas and concepts.Focus is on needs and requirements of the users,not technological constraints.
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NET-EUCEN
(2) User involvement in the development andimplementation stages. Users are engaged in theinitial implementation of the service in order toevaluate its features. Mock-ups and prototypes areevaluate its features. Mock-ups and prototypes areused to continuously check that the service isaligned with user wishes and requirements. Theaim of the user involvement is to improve theservice and to optimize the outcome of thedevelopment and implementation.
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NET-EUCEN
(3) User involvement in the deployment andrunning stages. Users validate the service throughtesting of flexibility and interoperability. Test resultsare used to improve and customize serviceare used to improve and customize serviceaccording to changes in political, economic or socialenvironment.
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NET-EUCEN
Indicators to measure user involvement in thelifecycle of a service
Three stages Three stages
Indicators for each stage
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User Centric Innovation
User involvement in all phases of development
User involvement should be sufficient, not superficial
Who are the users? Who are the users?
Policy level (user organizations speaks for all)
System level (some users speak for the rest)
Selection
Lead users (see note)
Individual level (the user speak for him/herself)
Customization
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Case: Welfare Technology
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Care
In Norway, municipalities are responsible for care.
Care is provided at appropriate level;Care is provided at appropriate level;
Patient lives at home, visits doctor when needed
Personal home care
Residential care centres
Nursing homes (24x7)
$
$$
$$$
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New challenges for the municipalities
Citizens live longer More complex medical conditions
Shortage of manpower Shortage of manpower Problems of recruitment
High expectations of the welfaresociety to provide professional care
Increased costs
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Welfare technology
Citizens prefer to stay at home if theyfeel safe
Welfare technology examples Welfare technology examples
Sensors
Devices
Alarms
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Experiences so far
Technology is immature
Many developments, but also many failures
Often focus on technology Often focus on technology
We need user validation in real world settings
As a university, we will contribute to this
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Users and innovation
Vestfold University College isestablishing an Innovatory.This is some kind of alaboratory, an arena wherelaboratory, an arena wherestakeholder can meet andinnovate.
Opens March 2014
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Users and innovation
First phase: Focus on welfare technology
Vendors and manufacturers
Users Users
Employees (and students)
End users (and relatives)
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METHODOLOGY
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Methodology
Use risk planning, risk based approach
Observe real users in real situations in a realenvironmentenvironment
Validate all phases with real users
Make systems to receive user feedback.
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A risk based approach
List all risks (unprioritized, brainstorming)
Assign weights to each risk factor
Assign probability to each risk factor Assign probability to each risk factor
Multiply weight with probability
Use these numbers to prioritize
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User involvementRequirement analysis and specification
Design
1) Identify the users2) Build scenarios with help from
the users3) Use cases – the things users
Implementationand testing
Evaluation
Requirementanalysis andspecification
3) Use cases – the things userswill do..
• Interviews• Focus groups• Observation• Mock-ups
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User involvementDesign
Design
Users are consultedon all design aspects
• Mock-ups• Prototypes• “Proof of concept”• Usability testing• Accessibility testing
Implementationand testing
Evaluation
Requirementanalysis andspecification
• Accessibility testing
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User involvementImplementation and testing
Design• Testing product with real users• Alpha/Beta releases
Implementationand testing
Evaluation
Requirementanalysis andspecification
• User perception• User behavior
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User involvementEvaluation
Design
Implementationand testing
Evaluation
Requirementanalysis andspecification
Frequently monitor the usersand how they use the product.
• User feedback• User surveys• Interviews• Analysis of use
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Techniques
For a discussion of more techniques used to involveusers, see
K.L. Jansen and B. Dankbaar. Proactive Involvement ofK.L. Jansen and B. Dankbaar. Proactive Involvement ofConsumers in Innovation: Selecting AppropriateTechniques
In: Stephen Flowers and Flis Henwood. Perspectives onUser Innovation
Imperial College Press, 2010
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Conclusion
User centricity is about a mindset.
The needs, wants and limitations of usersmust be recognizedmust be recognized
Users must be part of all stages ofdevelopment processes
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More information?
cc:eGov (EU-funded project) produced a series of“Think Papers” in order to raise awareness aboutcitizen centricity.
You can find these on http://www.citizencentric.net
NET-EUCEN website: http://www.net-eucen.org
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