What we do

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. Therefore, we do not design products in isolation, but we create integrated product-service systems that focus on delivering utility to end-users. We do this by innovating across the entire network of service providers and engaging end-users as co-creators of value.

Approach

We start with understanding the end-users. 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, desirable and meaningful value to end-users across modalities. Integrated product-service offerings focus on delivering utility and involve end-users as cocreaters of value. Better designed products/services will directly lead to improvement in the quality of life of people. Companies can embrace servitisation and adapt to changing consumer and market demands within developing economies.

Our Focus

We focus on empowering people around the world by designing products and services that have instrumental value for them within their context.

We do this in two ways:

• We cooperate directly with product and service companies
• We design and prototype a product-service system and give it out in license/sell it for production and distribution

Our approach in detail:

• We understand the world of people.
• We observe what they are trying to do, why and when they need your product/service offerings, and how they use them.
• We re-frame your product/service offerings as parts of conceptual wholes that are meaningful to your customers.
• We imagine new ways of designing these products/services to reinforce the formation of a meaningful story in the minds of the customers.
• We involve users in the design process and let them become partners in conceptualizing the products/services that they will be using.
• We construct prototypes of the new product/service concepts and validate their effectiveness in delivering the desired experience to customers.
• We manage the process of product/service development and deployment from concept to delivery to ensure that what is on the drawing board is what finally reaches the customer.

Our strengths:

What we do is a knowledge intensive function and requires specialist knowledge of user research methods, interaction design, and product innovation which we have in our team. Divergent thinking and multidisciplinary research is also essential, as is the ability to assimilate this and synthesize this into tangible/intangible offerings. We have relations with leading business and design universities in the near vicinity of our headquarters, Mumbai, giving us access to knowledge, resources and students to keep a constant inflow of fresh ideas that we can use for our projects.


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