11 · Product and Service Development
Connected services from customer need to scalable solution
Organisation providing services directly at customer locations.
Situation
An organisation wanted to provide new services directly at its customers' locations. The existing processes were only partly suitable for this purpose. Multi-step services in particular created additional coordination, manual transitions and return journeys.
Several questions had to be answered together: Was there a genuine customer need? Which activation channels would users accept? Were customers willing to pay for additional services? How should a complete digital process be designed? Which tasks should be performed by people, devices and applications? How could different services be represented through a modular model? How could business customers and partners be integrated?
Approach
Hosang Consulting led the development and gradual validation of the new service model. The contribution included: structuring the product and service vision, developing different application scenarios, designing and supporting several proofs of concept, testing connected and digital service triggers, examining demand, usability and willingness to pay.
The contribution also included: designing and simulating a digital end-to-end process, involving business customers and external partners, connecting hardware, software, processes and the operating model, deriving business and technical requirements, evaluating test results and improving the concept iteratively, and preparing a modular and scalable service architecture.
Result
The organisation gained reliable evidence about which services were accepted and how they could be implemented technically and operationally. The work produced: validated application scenarios, a clearer understanding of customer demand and user behaviour, findings concerning willingness to pay, structured end-to-end processes, requirements for future systems and activation channels, and a model for collaboration with business customers and partners.
It also produced a foundation for modular extension and future scaling. The case demonstrates how physical and digital components can be connected through one shared service experience.
Transferable insight
A connected product does not automatically create a functioning service. A scalable solution emerges only when customer value, activation, processes, technology, operations and the business model work together.