Co-creating and validating customer value in Higher Education IT Services using Service Design

9 pages•Published: January 13, 2025

Abstract

Value creation and its transformation is one of the organisational elements required for successful digital transformation.
This paper provides an overview of value and value co-creation. It also shows how value creation can be seen in IT services in higher education and how it is part of the service lifecycle at Tampere University. It describes how service design methods have been used to capture customer insight and co-create value, and to validate the value of existing services in a collaborative environment with customers.
The presentation also shows how the method of learning by doing can be used as a tool to increase the organisation's ability to use the joint sphere for validating and co- creating value in the services and to increase the ability for continuous improvement.

Keyphrases: customer centric, customer experience, designing services, learning by doing, service design, value, value co creation, value in higher education supporting services, value in it services, value validation

In: Raimund Vogl, Laurence Desnos, Jean-François Desnos, Spiros Bolis, Lazaros Merakos, Gill Ferrell, Effie Tsili and Manos Roumeliotis (editors). Proceedings of EUNIS 2024 annual congress in Athens, vol 105, pages 245-253.

Links:	https://easychair.org/publications/paper/K9vM
	https://doi.org/10.29007/sn4b

BibTeX entry

@inproceedings{EUNIS2024:Co_creating_validating_customer,
  author    = {Anu Turunen},
  title     = {Co-creating and validating customer value in Higher Education IT Services using Service Design},
  booktitle = {Proceedings of EUNIS 2024 annual congress in Athens},
  editor    = {Raimund Vogl and Laurence Desnos and Jean-François Desnos and Spiros Bolis and Lazaros Merakos and Gill Ferrell and Effie Tsili and Manos Roumeliotis},
  series    = {EPiC Series in Computing},
  volume    = {105},
  publisher = {EasyChair},
  bibsource = {EasyChair, https://easychair.org},
  issn      = {2398-7340},
  url       = {/publications/paper/K9vM},
  doi       = {10.29007/sn4b},
  pages     = {245-253},
  year      = {2025}}

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