Adjusting customer journey mapping for application in industrial product-service systems

West, Shaun; Stoll, Oliver; Østerlund, Marika; Csernetzky, Petra Müller; Keiderling, Felix; Kowalkowski, Christian

doi:10.1504/ijbe.2020.110911

Cited by 8 publications

(3 citation statements)

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“…Customer journey mapping can also be applied in an adapted form to industrial product-service systems [15]. The considered procurement decisions and processes in the business-to-business environment are characterized by the involvement of stakeholders with different roles.…”

Section: State Of the Artmentioning

confidence: 99%

“…The considered procurement decisions and processes in the business-to-business environment are characterized by the involvement of stakeholders with different roles. The authors therefore stress the necessity to identify all relevant participants prior to the actual mapping process [15]. However, the focus on the procurement process means that end users were not considered in the case studies described.…”

Section: State Of the Artmentioning

confidence: 99%

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Identification of Potentials for the Personalization of Products

Dangelmaier

Mathis

Ziegler

et al. 2021

Advances in Creativity, Innovation, Entrepreneurship and Communication of Design

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Individualization is considered a megatrend in postmodern societies. The markets react with the individualization of products. However, many approaches fail after considerable sums have already been invested. Therefore, this paper presents a benefit-oriented method to identify potentials for the personalization of products. It first accompanies the product through its life cycle (product journey) in order to identify various users and then these users on their user journey in order to observe the product experience. From these observations, a set of ideas for personalization is derived, which together with the associated benefits represent the personalization potential. The method has successfully been tested by individuals and teams in face-to-face workshops and online events using scenarios from the mobility, construction and service sectors. The learning effort is low. The personnel input per analysis amounts to approx. 150 hours. The method is to be further evaluated using concrete use cases in industrial practice.

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Section: State Of the Artmentioning

confidence: 99%

Section: State Of the Artmentioning

confidence: 99%

Identification of Potentials for the Personalization of Products

Dangelmaier

Mathis

Ziegler

et al. 2021

Advances in Creativity, Innovation, Entrepreneurship and Communication of Design

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show abstract

“…Fig.3.28 An example of a visual journey (illustration by Annick Holland, adapted fromWest et al, 2020b) …”

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confidence: 99%

Methods and Tools for Overcoming the Barriers to Servitization and Service Excellence

West

Gaiardelli

Saccani

2021

Springer Texts in Business and Economics

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In this chapter we tell you about the methods and tools that have helped many people overcome the barriers to servitization and achieve service excellence. Some of these methods and tools may be new to you, and some we hope you will be familiar with. There are many other aids that are available, and we are sure you have some tools that your firm uses. Our objective was not to tell you what to use but rather to provide you with a set of equipment that can help you achieve what is important for you. The tools are listed from A to Z and categorized into different groups to help you to identify when you might want to use a particular tool. We have not provided detailed instructions on how to use each tool, as there are more than enough other books that can help you here, but rather provided a list of what we think are most useful. You will find many similar templates at https://www.mural.co/ that are easy to use and share with colleagues.

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Value Co-creation in Digitally-Enabled Product-Service Systems

West

Rodel³

et al. 2021

The Palgrave Handbook of Servitization

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Adjusting customer journey mapping for application in industrial product-service systems

Cited by 8 publications

References 0 publications

Identification of Potentials for the Personalization of Products

Identification of Potentials for the Personalization of Products

Methods and Tools for Overcoming the Barriers to Servitization and Service Excellence

Value Co-creation in Digitally-Enabled Product-Service Systems

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