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Supporting Product-Service Development Through Customer Feedback

Abstract : When developing product-services (P-S) it is important to take a collaborative and user-centric perspective to ensure that the P-S fits to customer needs. There are different approaches for the user involvement from intensive co-creation to the collection of customer feedback about the P-S design or P-S behavior. The feedback again can be collected using different methods and tools. The paper discusses different methods for collecting customer feedback for product-service innovation and design. The context of the study is the Manutelligence project in which a P-S collaboration platform is developed, also to support interaction with customer. In the paper four Manutelligence use cases from different industrial fields are analysed to identify the different customer types, lifecycle stages of the feedback, feedback forms and how the platform can support the feedback collection and use. The benefits of the feedback collection in different cases are also described.
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Submitted on : Wednesday, January 3, 2018 - 5:19:52 PM
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Tapani Ryynänen, Iris Karvonen, Heidi Korhonen, Kim Jansson. Supporting Product-Service Development Through Customer Feedback. 18th Working Conference on Virtual Enterprises (PROVE), Sep 2017, Vicenza, Italy. pp.138-145, ⟨10.1007/978-3-319-65151-4_13⟩. ⟨hal-01674856⟩

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