developing digital services with users

Digital services for/with/by users

Media Technology Seminar 25.9.2012

Pirjo Friedrich

VTT Technical Research Centre of Finland

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Before use

During use

Developing digital services for users

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Before use

During use

Developing digital services for users

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Developing digital services with users

I often don’t know what happens in my neighbourhood.

I have an idea how to connect local news to my daily route.

This service could really help me. But what is that button for?

I would like to add here my own videos from those places.

Ideas

Needs

Concepts

Service

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Digital services developed by users

Public sector supports actively

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”Collaborate with the users”

- Co-design

”Challenge the users”

- Crowdsourcing

How to involve users?

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”Challenge the users”

- Crowdsourcing

How to involve users?

• Define the goal

• Create a schedule

• Formulate the

challenge

• Choose a proper

channel

• Decide rewards

• Plan how to analyse

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”Collaborate with the users”

- Co-design

How to involve users?

• Involve users through

the innovation process

• Value users as active

partners

• Give users real power

• Find the right people

• Combine face-to-face

and online methods

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Owela is VTT’s online co-design community

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Owela connects consumers and companies

Easy and engaging for consumers

Popular social media tools

Where ever, whenever

Easy and flexible for companies

Fast and direct interaction with

users

Tailored, restricted workspaces

Quick set-up based on templates

Professional facilitators activate

and analyse the discussion

Modifiable for specific needs

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Owela supports all phases of innovation process

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Some examples of more than 60 Owela projects

Web / mobile service development

Other services for consumers

e.g. tourism, postal, sailing

E-participation

Health and wellbeing

Sustainability

Housing

Charity

Internal innovation process management

etc...

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1) Designing a new digital service concept:

Mobile AR city guide

In which situations would people use this? Which content would be interesting for the users? How to make this intuitive to use?

Co-design in Owela

• 3 weeks

• 66 participants (27 active)

• 176 comments and ideas

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1) Designing a new digital service concept:

Mobile AR city guide

Use stories

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1) Designing a new digital service concept:

Mobile AR city guide

New ideas

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1) Designing a new digital service concept:

Mobile AR city guide

User interface

evaluation

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2) Innovating real world services: City adventures

1. Inspirational survey: memories

2. Owela discussion: service ideas

3. Face-to-face service testing: feedback

and development ideas

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3) Collaboration of citizens and decision makers

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User motivations to participate in Owela

Opportunity to express own opinions and influence,

be part of decision-making

“I want to share my ideas with others”

“Together we can create better future”

“Innovating is fun!”

Co-design is a meaningful activity as such,

high expectations, personally experienced benefits

Networking, interest in the topic, learning

Curiosity, easiness of participation, personal invitation

Rewards

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Examples of results for customers

“This was a really positive experience! We can recommend Owela for our colleagues: It’s that easy – and fun!” Marko Latvanen, Web editor, Suomi.fi, State Treasury

“In Owela we were able to efficiently test the initial ideas and got a lot of interesting comments and feedback from the end users.” Kimmo Kivirauma, R&D Director, TeliaSonera

“F-Secure obtained via Owela ideas for new concepts and received valuable insights into consumers’ usage and perceptions of cloud services.” Ville Nore, Usability Specialist & Camilla Magnusson, Business Development Manager, F-Secure Oyj

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www.owela.fi