Managing customer wishes and expectations with the customers’ need process and onion models of digital tools

8 pages•Published: August 9, 2023

Abstract

Interest in digital tools has grown as people seek tools to support distance and hybrid working and learning. In a situation where the range of tools is growing and services are being sought outside the organisation, there is a risk of fragmentation, reduced security and protection, increased costs, "digital anxiety" and lack of support for users.
The presentation will showcase the onion models of digital tools and the customers’ needs management process built in Tampere University. It describes how to manage the set of tools in use, how to manage the demand for new tools and how to communicate them to customers. Through the onion models, users are provided with a description of the digital tools in use and their role in the community. The customers’ need process collects the wishes and questions about new software for expert discussion. The aim of these models is to guide community members in using secure and supported services, while addressing more systematically the needs of the multidisciplinary higher education community. This presentation provides an overview of the process and present the benefits and challenges of the new approach.

Keyphrases: customer experience, customer journey, customers' need process, digital tools, higher education, IT process development, onion model

In: Jean-François Desnos and Martín López Nores (editors). Proceedings of European University Information Systems Congress 2023, vol 95, pages 111--118

Links:	https://easychair.org/publications/paper/XMHw
	https://doi.org/10.29007/69s1