On 23rd and 24th June 2014, the two focus groups of the German Federal Ministry of Education and Research priority funding scheme titled “Service innovation in electric mobility” met in Münster for a first exchange of results and for joint discussion. Moderated by PD Dr. Daniel Beverungen and Dr. Martin Matzner (both University of Münster), the question was explored of how new e-mobility services can be developed successfully and which methods should be used for it.
Since new service offerings are developed in all of the cooperative projects supported, the individual project managers first presented their approaches and highlighted initial experience gathered. It turned out that a broad methodical spectrum is already in use in the cooperative projects. They emphasised nearly in unison that considering socio-economic aspects is an important success factor in addition to the technical-organisational and economic perspectives.
Subsequently suitable methods for customer and user integration at an early stage were discussed because of the still widespread reservations towards e-mobility (e.g. short range, too expensive). Determining requirements, achieving acceptance and conveying emotions should be in the foreground according to the opinion of the participants. In this regard, methods such as design thinking, customer journey, empathy maps, personas and ethnographic approaches were considered to be helpful.
The event concluded with recommendations for action given to the participants with a view to service engineering of e-mobility services. The results are post-processed and will be provided as input into the scientific coordination project DELFIN. This includes, without limitation, establishing a procedure which is intended to help enterprises develop new e-mobility services systematically from the idea to the market launch. In order to safeguard suitability for practical application, the intention is to use tried and tested methods, templates and examples from practice that have already been found to be useful in the cooperative projects supported.