Home service concept: From user needs to services

Until now, services and technical devices have been developed separately but the situation is gradually changing. Services are more often seen as combinations of services and physical products. This will lead to integrated services for specific customer. The purpose of this interview survey was to collect information on stakeholder needs from four countries to be used for conceptual development of an unmanned home delivery system pilot. Development of such a home service concept has to be based on identified needs, potential usage and prospective markets. Home services with delivery require new operating models in the supply chain. The cost of home delivery is heavily dependent on service model used, market share and business size. The business and service models in supply chains are still not mature enough to start effectively. The challenge is to create new service concepts, which support different stakeholders' business. At present, different stakeholder interests are not in line to support common service concepts. There is an obvious risk for conflict of interests. The capability of creating good, sustainable business out of service seems to be missing. Well-defined, well-managedand open value networks with joint creation of value require a new way of thinking. Home services and delivery can be supported by various stakeholders: building owner, developer/builder, inhabitant, haulier/logistician, service provider, employer and municipality. In order to create service concepts for win-win-win situations, all stakeholder interests should be at least partly in line with the concept. If a stakeholder is part of a true value network, thereare both B2B and B2C issues involved and they should not stand in conflict with each other. This means adapting your own business interests to the product &service concept instead of sub-optimizing your own business only. A general model of a user centered value network is introduced.