Site-Driven Service Innovation of POS Systems

Systems for distribution, finance, and other sectors of the economy (so-called "BtoBtoC" products and services) must deliver value from the different perspectives of purchaser of the system, employees responsible for operating the system, and customers who benefit from using the system since all of these stakeholders relate to information and communications technology (ICT) in different ways. It is exceedingly important in designing BtoBtoC products and services to adopt a comprehensive approach that incorporates advantages for the business in addition to user-friendliness and aesthetic appeal. The business environment of companies that buy these systems has changed enormously in recent years even as the social environment has changed, and companies now expect these systems to enhance productivity, entice shoppers into the store, boost sales opportunities, and help the bottom line in other ways. The role of design is singularly important, for it holds the key to shaping revolutionary new services that create value and address the various challenges faced by companies in providing enticing new products and services. Taking the example of a point-of-sale (POS) system for retail businesses, this paper introduces a novel product and service creation process based on combined efforts of sales, development, and design divisions. It also describes a simulation technology-based approach used to convert a conventional proposal-type business negotiation into a consultation-type negotiation.