Open Service Innovation Platforms and Experience

Dimitra Chasanidou
SINTEF ICT, Oslo, Norway

Amela Karahasanovic
SINTEF ICT, Oslo, Norway

Ladda ner artikel

Ingår i: ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Linköping Electronic Conference Proceedings 99:47, s. 440-445

Visa mer +

Publicerad: 2014-06-25

ISBN: 978-91-7519-280-2

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


Open Service Innovation (OSI) platforms invite customers and other users to co-create innovative ideas and generate experiences that will potentially create value. In this paper; we propose a framework for designing experiences for service users of OSI platforms. The framework utilise the following four types of experiences described by Polaine et al.’s (2013): user experience; customer experience; human experience and service provider experience by the properties relevant within the OSI context. Our framework might provide useful insights to OSI platform designers and help them to effectively involve users in the innovation process.


open service innovation platform; experience design; service experience.


Antikainen; M.; Ahonen; M. & Mäkipää; M.; (2010). Motivating and supporting collaboration in open innovation. European Journal of Innovation Management; 13(1); 100-119.

Buchenau; M.; Francisco; I.S.; & Suri; J.F.; (2000). Experience Prototyping. Conference on Designing interactive systems: processes; practices; methods; and techniques. Vancouver; Canada.

Chesbrough; H. (2011). Open Services Innovation. New York: Wiley.

Clatworthy; S. (2012). Bridging the gap between brand strategy and customer experience. Managing Service Quality; 22(2); 108-127.

Fitzsimmons; J.A.; & Fitzsimmons; M.J. (2001). Service Management: Operations; Strategy; and Information Technology; New York; NY: McGraw-Hill.

Hassenzahl; M.; & Tractinsky; N. (2006). User Experience - a Research Agenda. Behaviour and Information Technology; 25(2); 91-97.

Meyer; C.; & Schwager; A. (2007). Understanding Customer Experience. Harvard Business Review; 85(2); 116-126.

Motzek; R. (2007). Motivation in Open Innovation: An Exploratory Study on User Innovators. Saarbücken: VDM Verlag.

Parish; J.T.; Berry; L.L.; & Shun Yin Lam (2008). The Effect of the Servicescape on Service Workers. Journal of Service Research; 10(3); 220-238.

Polaine; A.; Løvlie; L.; & Reason; B. (2013). Service design: from insight to implementation; New York: Rosenfeld Media.

Prahalad; C.K.; & Ramaswamy; V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing; 18(3); 5-14.

Reeve; J. (2005). Understanding motivation and emotion. Orlando; FL: Harcourt College Publishers.

Ritter; T. & Walter; A.; (2003). Relationship-specific antecedents of customer involvement in new product development. International Journal of Technology Management; 26(5/6); 482.

Olsson; T.; Lagerstam; E.; Kärkkäinen; T. & Väänänen-Vainio-Mattila; K. (2013). Expected user experience of mobile augmented reality services: a user study in the context of shopping centres. Personal and Ubiquitous Computing; 17(2); 287-304.

Wäljas; M.; Segerståhl; K.; Väänänen-Vainio-Mattila; K. & Oinas-Kukkonen. H. (2010). Cross-platform service user experience: a field study and an initial framework. Proceedings of the 12th international conference on Human computer interaction with mobile devices and services. Lisbon; Portugal.

Citeringar i Crossref