Three approaches to co-creating services with users

Eija Kaasinen, Kaisa Koskela-Huotari, Veikko Ikonen, Marketta Niemelä, Pirjo Näkki

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

    13 Citations (Scopus)


    The role of users in service design is changing from passive research subjects to active co-designers and content creators. This new direction can be supported with inspiring physical or virtual spaces where users, designers and other actors can meet informally and participate in service design as equals. In this paper we describe three different approaches to co-creation spaces: web-based Owela, physical showroom Ihme, and Living Labs that combine both physical and web elements. We compare these approaches based on the innovation phase they are most suitable for, the methods as well as the strengths and challenges of the approaches. All the three co-creation spaces manage to bring co-creation close to the users' everyday life. Participation is quite independent of time and in Owela independent of place as well. Users can select their level of contribution, varying from short comments to long-term participation in development projects. Direct designer/user interaction supports turning the designer's mind-set from technical features to user experience. This facilitates the design of services that are accepted by and interesting to users
    Original languageEnglish
    Title of host publicationConference Proceedings. 4th International Conference on Applied Human Factors and Ergonomics (AHFE)
    Publication statusPublished - 2012
    MoE publication typeA4 Article in a conference publication
    Event1st International Conference on the Human Side of Service Engineering, HSSE 2012 - San Francisco, United States
    Duration: 21 Jul 201225 Jul 2012


    Conference1st International Conference on the Human Side of Service Engineering, HSSE 2012
    Abbreviated titleHSSE 2012
    Country/TerritoryUnited States
    CitySan Francisco


    • Co-creation
    • user participation
    • service design
    • Owela
    • Ihme


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