Life events as an approach for service ecosystem design: lessons learned from the Finnish public services

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Life event services have emerged worldwide as an approach for designing public services by addressing significant transitions in life and building an ecosystem around them. We study this approach as an opportunity to engage the ecosystem in a novel manner. Empirically, we investigated three digital public service cases in Finland that leverage the life events approach. Life transitions make gaps between systems visible to the large and complex network of value-creators. Life events is a unifying term for public administrations, cross-sector organisations, and communities involved as providers. Whilst this approach uncovers an underserved set of actors and situational motivations, it provides the service ecosystem with a shared purpose. Our analysis establishes four demands for designing service ecosystems around life transitions: semantic interoperability, ecosystem governance, segmentation model and purpose-driven approach.
Original languageEnglish
Title of host publicationServDes 2023 : Entanglements and Flows, Service Encounters and Meanings
Subtitle of host publicationConference Proceedings
PublisherLinköping University Electronic Press
Number of pages26
ISBN (Electronic)978-91-8075-476-7
Publication statusPublished - 28 Nov 2023
MoE publication typeA4 Conference publication
EventService Design and Service Innovation Conference - Rio de Janeiro, Brazil
Duration: 11 Jul 202314 Jul 2023

Publication series

NameLinköping Electronic Conference Proceedings
PublisherLinköping University
ISSN (Print)1650-3686
ISSN (Electronic)1650-3740


ConferenceService Design and Service Innovation Conference
Abbreviated titleServDes
CityRio de Janeiro


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