This study explores social business processes to enhance co-creation in the service industry. A case study of a Norwegian banking and finance company shows how they successfully co-create value with users through a co-creation lab. Since launching, the lab has contributed to the development of several new online products and services. Although the lab has a small but stable user base, findings suggest that even more value could be created. This could be through increased interaction from the company and the introduction of a user incentive program. The full study is published at the 2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM).
Demonstrating differences
