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

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

Year: 2016

Section: DESIGN INNOVATION

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

Pages: 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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ds endorsed conferenceDESIGN 2016 - 14th International Design Conference

DESIGN 2016 - 14th International Design ConferenceThe DESIGN Conference programme offers broad exchange possibilities to researchers and practitioners, strategic decision makers, managers, design and engineering professionals, national or regional agencies or governmental bodies. The goal of DESIGN Conference is to bring together researchers and practitioners who have worked on or thought about engineering and industrial design from a variety of perspectives, disciplines, and fields: engineering, aesthetics, ergonomics, psychology, sociology...

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