Innovation empathy: a framework for customer-oriented lean innovation

Tero Montonen, Päivi Eriksson, Ilkka Asikainen and Hanna Lehtimäki

International Journal of Entrepreneurship and Innovation Management, 2014, vol. 18, issue 5/6, 368-381

Abstract: This research focuses on customer-oriented lean innovation and introduces the innovation empathy framework that has been developed for the early phases of innovation processes. The framework is based on the idea that increased empathy towards customers helps innovators gain a better understanding of customers' problems and needs, and increases the possibilities to generate more value to the customers. The analysis of the test use of the framework with business managers illustrates how empathising, i.e., putting oneself in the role of the customer, can be rehearsed through empathising exercises and, more importantly, through empathetic facilitation.

Keywords: innovation management; empathy; empathetic facilitation; fuzzy front end; FFE; lean innovation; innovation process; customer-oriented innovation; customer satisfaction. (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijeima:v:18:y:2014:i:5/6:p:368-381

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