The purpose of this paper is to investigate the innovation opportunities related to digitalisation in health care and elderly care services using a “pothole approach”. The study focuses on two innovative e-service concepts developed in Finland for enhancing the well-being of senior citizens:...

Purpose – The purpose of this paper is to explore a possible way for service providers to learn from their customers' experiences and bridge gaps between their and their customers' perspectives. The research question is as follows: how can users' experiences be transformed through...