Mikko Heiskala

WeCoTin --A practical logic-based sales configurator

Configurable products can realize the ideal of mass-customization by satisfying individual customer requirements efficiently. IT support provided by configurators enables adapting such products for individual customers efficiently and without errors. Few of numerous configurators have been evaluated with respect to modeling efficacy and performance on several product domains, and few evaluation methods exist. Applying the Design Science method, we describe and evaluate a novel configurator called WeCoTin. WeCoTin is based on a high-level object oriented modeling conceptualization and corresponding modeling language with clear formal semantics. WeCoTin consists of a semi-visual Modeling Tool and a web-based Configuration Tool. It applies an inference engine that follows the logic-based answer set programming paradigm. A way to characterize configuration models is proposed and applied to characterize over 20 real-world configuration models, and to evaluate utility of modeling mechanisms. Furthermore, performance is evaluated with real-world products using a developed method, and found adequate.

Design guidelines for pervasive computing: Implications of technology use in Africa

The fast economic growth lead by worlds emerging markets, has created the need for designing suitable Pervasive technology (aka PerComp), aimed at emerging markets. However, for designing suitable PerComp, it is essential to understand the implications of PerComp technology use in emerging market context. We studied information sharing practices and implications of technology use in two rural communities of South Africa. This enabled us in understanding some of the central issues significant for designing suitable PerComp for these markets. We found ICT is in abundance but still underutilized, oral communications are preferred means of sharing information and need for an invisible technology. In order to achieve the socio-economic progress of low income, low literacy and resource constraint regions of emerging market, it is important to first understand the implications of technology use before designing any technology aiming at these markets.

Making Service Logic Explicit: Findings from Business-to-Business Case Study

Service logic means a holistic approach towards the management, offering, and customers of a service business. The previous literature on service logic appears to be mostly conceptual, lacking empirical examples. This research paper provides such examples through a retrospective case study by analysing the evolution of a knowledge-intensive professional service company during the last eight years. The embodiments of service logic were examined from four dimensions: 1) value logics, 2) relationships, 3) processes and interactions, and 4) service culture. The findings showed a strong intertwining within the above service logic dimensions. In our case company, sustainable success required the company as a whole to be tuned towards a customer orientation and a balance to be found between operations and different value creation logics.

Customer Journey Mapping of an Experience-Centric Service by Mobile Self-reporting: Testing the Qualiwall Tool

A focus on the user experience and user-centric perspective are considered to be essential in today’s product and service development processes. Technological advancements during the last two decades have made user studies based on digital, mobile self-reporting possible. The goal of this study is to report on our experiences using a mobile self-reporting tool called Qualiwall for the customer journey mapping of an experience-centric service. The results indicate that the Qualiwall tool is especially suitable for mapping the customer experiences because it enables the collection of rich, real-time and in-situ data; however, it also possesses certain disadvantages. To arrive at more general conclusions, future research will focus on piloting the Qualiwall tool in other service-related user research situations as well.

A Research Framework for the Smartphone-Based Contextual Study of Mobile Knowledge Work

We present an initial research framework for the contextual study of mobile knowledge work that combines automatic, objective data collection from smartphone sensors with subjective participant self-reported data possibly complemented with researcher conducted interviews. The framework shows how raw sensor data, contextual information inferred from the sensor data, both in real-time and post hoc, can be used in tandem with smartphone administered questionnaires and post hoc in-depth interviews to study mobile knowledge work. We evaluate the framework by reporting some early experiences from a pilot study of mobile knowledge work.