Consulting

As UserINNOV we challenge the traditional product-centric view adopted by many companies by understanding that firms are essentially ‘service providers’ and the products that they develop are a means to support service provision. People are moving away from demanding products towards demanding “service flows” that deliver utility and value-in-use with reduced risk and ownership. Also, we recognise and address the over-arching need for companies to deliver emotional value to end-users on top of rational value. We do this by identifying what makes end-users tick by engaging them as co-creators of value, and driving these insights to innovate across the entire network of service providers.

Approach

We start with understanding the end-users and their interaction with existing products/services. How do they interact with the product and service? In which context (situation/environment) they do that? We apply advanced user research methods to develop a deep understanding of end-users and their needs, desires and expectations from product-service interactions.

By keeping interactions at the core of our design concepts, we ensure that the product-service offerings consistently deliver functional, and emotional value to end-users. By sourcing innovation from end-users, we help companies escape commoditization, manage market disruption, commercialize innovations, and capitalize new opportunities.

Our Focus

We focus on enhancing the use-value of offerings. We design integrated product-service systems that deliver functional and emotional value to end-users during use.

We do this in two ways: