Commercial organizations have been putting more and more emphasis on co-creating products and services with their users and customers over the past years. Now imagine a 170 year-old company, and imagine that it has been building a co-creation system throughout its existence. Today this company is at a point where its millions of users literally have first and final say in everything the company does. It would be worthwhile to explore how this company got here, how its co-creation process works.
There’s only one caveat. This is not a company – it is a country, Switzerland.
Swiss Service Style blog looks at the possibility of applying learnings from the Swiss direct democracy system to customer co-creation practices of commercial organizations. Thereby I look at the literature of co-creation, I look under the hood of Swiss direct democracy, and attempt to bring the two together.
The blog is based on my executive MBA thesis at the Swiss Federal Institute of Technology, EPFL.
I am Peter Horvath, I am unconsultant living in Geneva, Switzerland, focusing on experience and service design. I work at the intersection of technology, business and human-centered design, with international experience in strategy, marketing, experience design and product management – from corporate, startup, agency and freelance environments. I work under the name holistique.design.
