A categorization of customer concerns for an OT front-end of innovation process in an IT/OT convergence context

Emilie Bonnetto (1) , Bernard Yannou (1) , Gwenola Bertoluci (2, 1) , Vincent Boly (3) , Jorge Alvarez (4)

1 LGI - Laboratoire Génie Industriel - EA 2606
2 AgroParisTech
3 ERPI - Equipe de Recherche sur les Processus Innovatifs
4 SE - Schneider Electric

Operational Technologies (OT) are designed to monitor and control plants. OT are increasingly mixed with Information Technologies (IT) in global solutions. A conventional customer inquiry is no more sufficient to get enough data about Customer Concerns (CC). Indeed, an IT OT solution is the nervous system of a company; it intertwines people processes and functions. For specification step, one must now capture negative perceptions in the interrelationships with other actors of the customer company. The paper creates a database of CC describing dissatisfactions between several involved personas.

Mots clés: customer concerns; personas analysis; front-end of innovation; IT OT convergence

Domaines: Ingénierie assistée par ordinateur; Autre; Intelligence artificielle [cs.AI]; Modélisation et simulation

Emilie Bonnetto, Bernard Yannou, Gwenola Bertoluci, Vincent Boly, Jorge Alvarez. A categorization of customer concerns for an OT front-end of innovation process in an IT/OT convergence context. International Design Conference, May 2016, Dubrovnik, Croatia. ⟨hal-01448844⟩