Information Service Blueprint: A Service Blueprinting Framework for Information-Intensive Services

Abstract

I nformation-intensive service (IIS) is a type of service in which information interactions have the most effect on service value creation. Recent innovations of information and communication technology have created various types of IISs, and the literature argues that IIS should be a research priority in this information economy. This research proposes a new service blueprinting framework specialized to IISs, called the Information Service Blueprint. The framework user can succinctly capture the big-picture and key points of the complex IIS process in question by blueprinting an IIS. The Information Service Blueprint has served as a basis for blueprinting IISs in IIS design projects with industry and government. An experiment to compare the Information Service Blueprint with the conventional service blueprint also confirms its utility for blueprinting IISs. This research would serve as a basis for analyzing and designing IISs.

Data-Driven Understanding of Smart Service Systems Through Text Mining

“…Finally, the findings obtained from text mining should be incorporated with real research and development projects related to smart service systems. We have conducted such projects with the industry and the government, such as those about smart cars and transportation, health, and building systems (e.g., Lim and Kim 2014;Kim et al 2018;Lim et al 2018a, b, c). An integration of the current study and such projects will further facilitate development of smart service systems.…”

“…These terms emphasize the technological aspects of specific applications, whereas the term "smart service system" places the technology and people in the context of value creation. The smart service system concept may be comparable to existing technology-based service concepts in which "there is an interaction between customers and technology-embedded objects such as a computer, the Internet, or a machine at the moment of truth" (Noh et al 2016, p. 202), such as technology-mediated service (Schumann et al 2012) and information-intensive service (Lim and Kim 2014) concepts. Technology-mediated service (Schumann et al 2012) or mobile service (Heo et al 2017) emphasizes efficient delivery of information to people, whereas information-intensive service focuses mainly on creating information that helps people achieve their goals (e.g., exercise and transportation) and collecting the right data to create useful information Kim 2015, Lim et al 2018b).…”

SAO-Based Semantic Mining of Patents for Semi-Automatic Construction of a Customer Job Map

“…Until now, studies of the Job Map have been applied to the innovation of products or services by using the Job Map directly or indirectly [3,8,23], but research to solve problems (Insufficient guidelines, Dependence on expert competency, Time-consuming work) of Job Mapping has been insufficient. The research assumes that the development process of a Job Map depends on the knowledge of experts and does not consider the extraction of automating a Job using data.…”

“…This approach is becoming an effective method to guide innovation of services and products [3][4][5]. Especially, the Customer-Centered Innovation Map (Job Map), a tool of the ODI method, is widely used as a way to understand customers by defining their behavior [6][7][8].…”

Multi-factor service design: identification and consideration of multiple factors of the service in its design process

“…The multi-factor nature is inherent in any service because services are systems of different components (e.g., people, information, organizations, and technologies) that operate together to create value (Maglio et al 2009;Lim et al 2012;Frost and Lyons 2017;Lim and Maglio 2018). Describing a specific service with a fixed set of factors is useful (Mont and Plepys 2003;Lim and Kim 2014) but difficult because of the fuzziness of service description; people find different factors in describing the same service because of their different experiences and references (Glushko 2013). Nonetheless, we need to be anchored in multiple factors in describing (Sampson 2012), evaluating (Kim et al 2016), and designing any type of service (Osterwalder and Pigneur 2010).…”