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Session October 2004eChallenges e-2004Copyright 2004 Map of Customer Needs Marja-Liisa Viherä and Leena Viukari TeliaSonera Finland.

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Presentation on theme: "Session October 2004eChallenges e-2004Copyright 2004 Map of Customer Needs Marja-Liisa Viherä and Leena Viukari TeliaSonera Finland."— Presentation transcript:

1 Session October 2004eChallenges e-2004Copyright 2004 Map of Customer Needs Marja-Liisa Viherä and Leena Viukari TeliaSonera Finland

2 Session October 2004eChallenges e-2004Copyright 2004 Lack of Common Sense People use the same words but mean different things when talking about ICT Very little attention has been focussed on analysing the users’ motivation The developers and users of technology do not have a common dialogue Too many good opportunities are missed. eChallenges e-2004

3 Session October 2004eChallenges e-2004Copyright 2004 The Comprehensive Outlining To analyse the areas of ICT utilisation from the perspective of need Looking from the perspective of the customer of telecommunication company A more detailed in-depth survey of needs will help us improve both product development and marketing

4 Session October 2004eChallenges e-2004Copyright 2004

5 Session October 2004eChallenges e-2004Copyright 2004 Future Research approach, Soft System Analysis For Social change Technical innovations always require social innovations as well Simultaneity makes it difficult to differentiate between causes and consequences Processes catalysed by ICT occur simultaneously in different fields Hermeneutic approach based on research, experience and practical experimentation

6 Session October 2004eChallenges e-2004Copyright 2004 A chart of ICT-related needs 1/2

7 Session October 2004eChallenges e-2004Copyright 2004 A chart of ICT-related needs 2/2

8 Session October 2004eChallenges e-2004Copyright 2004 Requirements for ICT utilisation 1/2

9 Session October 2004eChallenges e-2004Copyright 2004 Requirements for ICT utilisation 2/2

10 Session October 2004eChallenges e-2004Copyright 2004 Empowered Active Citizen More sociolocigal imagination Co-operation between private and public sectors Deeper orientation in need research New generic products New generic telecommunication services More social innovations with old technology New professions

11 Session October 2004eChallenges e-2004Copyright 2004 Teollisuusyhteiskunnasta globaaliksi taloudeksi (ja hallinnoksi) Arjen mahdollisuuksien voimistuminen Operaattori viritettynä vastaamaan olemassa olevaan teollisuusyhteiskunnan mukaiseen kysyntään TY- kysy ntä Kulutuskysyntä Tietohallinnon aiheuttama kysyntä

12 Session October 2004eChallenges e-2004Copyright 2004 Sociological and technological imagination in innovation process

13 Session October 2004eChallenges e-2004Copyright 2004 Sosiologinen ja teknologinen mielikuvitus innovaatio prosessissa


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