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UCTM—An Ambidextrous Service Innovation Framework—A Bottom-Up Approach to Combine Human- and Technology-Centered Service Design

Institute of Engineering and Business Informatics, Graz University of Technology, 8010 Graz, Austria
Institute of Public International Law, Air Law and International Relations, Johannes Kepler University Linz, 4040 Linz, Austria
Author to whom correspondence should be addressed.
Systems 2019, 7(2), 23;
Received: 6 March 2019 / Revised: 5 April 2019 / Accepted: 16 April 2019 / Published: 18 April 2019
PDF [1745 KB, uploaded 18 April 2019]


Digital innovation is a key success factor for business enterprises and organizations concerned with public safety. Increasingly shorter technology cycles produce a stream of highly promising gadgets and smart devices and this innovative provision opens a gap between what is currently in use for the value-creation processes of an organization and what could potentially be used. The presented framework provides guidance on how to implement dynamic capabilities needed for business model and service innovation within a complex socio-technical system. A way to combine technology and use-case sensing with the ultimate aim of creating innovative artifacts for organizations is presented. While Business Model Innovation (BMI) literature mainly focuses on a strategic top-down process, we propose a bottom-up process-driven approach to complement business frameworks. Based on these insights, new service artifacts can be designed and analyzed in a systemic way. The applied research methodology is based on the design science research concept. A qualitative approach with focus groups was used to gather user requirements and facilitate participatory and user-centered design of information systems. In this paper, we provide a framework that supports business executives as well as IT experts on how to cope with and integrate new technologies into organizations, their processes, and their business models. In addition to a comprehensive theoretical overview of the proposed framework, we also provide practical results, since this framework was applied in the course of a service design and engineering research project. A use case of alpine rescue missions serves as an example to demonstrate the practical application of the proposed framework. View Full-Text
Keywords: socio-technical systems; information systems; systems engineering; digital innovation socio-technical systems; information systems; systems engineering; digital innovation

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Vorraber, W.; Neubacher, D.; Moesl, B.; Brugger, J.; Stadlmeier, S.; Voessner, S. UCTM—An Ambidextrous Service Innovation Framework—A Bottom-Up Approach to Combine Human- and Technology-Centered Service Design. Systems 2019, 7, 23.

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