Need network analysis: A process to understand the stakeholder need structure in multi-actor service systems
Year: 2017
Editor: Anja Maier, Stanko Škec, Harrison Kim, Michael Kokkolaras, Josef Oehmen, Georges Fadel, Filippo Salustri, Mike Van der Loos
Author: Pahk, Yoonyee; Baek, Joon Sang
Series: ICED
Institution: UNIST Ulsan National Institute of Science and Technology, Republic of (South Korea) Korea
Section: Design Methods and Tools
Page(s): 693-702
ISBN: 978-1-904670-92-6
ISSN: 2220-4342
Abstract
The network analysis and the need matrix can be used together to investigate the relationships of different stakeholders formed by the needs they have towards one another in a multi-actor system. We argue that they serve the goal more effectively when they are used together than alone because: (1) the network analysis allows for a quantitative analysis of the relationships while the need matrix analyses them qualitatively, (2) the network analysis provides a means to visualise the need matrix, (3) these tools supplement each other in approaching complex problems (complex because the diverse stakeholder needs are often interwoven) in the system. We demonstrate the effectiveness of the tools from an empirical study to design new service systems for the energy service companies (ESCO) in South Korea.
Keywords: Social network analysis, Service design, Product-Service Systems (PSS), Sustainability, Design methodology