A CATEGORIZATION OF CUSTOMER CONCERNS FOR AN OT FRONT-END OF INNOVATION PROCESS IN IT/OT CONVERGENCE CONTEXT

DS 84: Proceedings of the DESIGN 2016 14th International Design Conference

Year: 2016
Editor: Marjanovic Dorian, Storga Mario, Pavkovic Neven, Bojcetic Nenad, Skec Stanko
Author: Bonnetto, E.; Yannou, B.; Bertoluci, G.; Boly, V.; Alvarez, J.
Series: DESIGN
Section: DESIGN INNOVATION
Page(s): 927-936

Abstract

Operational Technologies (OT) are designed to monitor and control plants. OT are increasingly mixed with Information Technologies (IT) in global solutions. A conventional customer inquiry is no more sufficient to get enough data about Customer Concerns (CC). Indeed, an IT OT solution is the nervous system of a company; it intertwines people processes and functions. For specification step, one must now capture negative perceptions in the interrelationships with other actors of the customer company. The paper creates a database of CC describing dissatisfactions between several involved personas.

Keywords: front-end of innovation, IT OT convergence, customer concerns, personas analysis

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