TY - GEN
T1 - Capturing multi-stakeholder needs in customer-centric cloud service design
AU - O'Flaherty, Brian
AU - Pope, Andrew
AU - Thornton, Colm
AU - Woodworth, Simon
PY - 2013
Y1 - 2013
N2 - Cloud computing applications and services go hand in hand, yet there is no clear mechanism for ensuring that the cloud applications are designed from a customer's perspective. Likewise services can require adaptation for multiple customers of stakeholders, which require differing user experience outcomes. This paper describes the initial design and development of a predictive analytics cloud service application, which uses historic customer data to predict the existing customers that are most likely to churn. Service blueprinting, a service innovation method, was used as the underlying design model for developing an initial shared understanding of the required service. Personas were used in the requirements analysis to develop insights into multi- stakeholder needs. Using the design science paradigm an extended cloud service design theory is proposed, as an outcome of the ongoing development of this analytic s platform.
AB - Cloud computing applications and services go hand in hand, yet there is no clear mechanism for ensuring that the cloud applications are designed from a customer's perspective. Likewise services can require adaptation for multiple customers of stakeholders, which require differing user experience outcomes. This paper describes the initial design and development of a predictive analytics cloud service application, which uses historic customer data to predict the existing customers that are most likely to churn. Service blueprinting, a service innovation method, was used as the underlying design model for developing an initial shared understanding of the required service. Personas were used in the requirements analysis to develop insights into multi- stakeholder needs. Using the design science paradigm an extended cloud service design theory is proposed, as an outcome of the ongoing development of this analytic s platform.
KW - Cloud service design
KW - Customer-centric
KW - Design science
KW - Personas
KW - Service blueprinting
UR - https://www.scopus.com/pages/publications/84897708665
M3 - Conference proceeding
AN - SCOPUS:84897708665
SN - 9781629934266
T3 - International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design
SP - 688
EP - 702
BT - International Conference on Information Systems (ICIS 2013)
T2 - International Conference on Information Systems, ICIS 2013
Y2 - 15 December 2013 through 18 December 2013
ER -