New Service Excellence Model for eHealth and AAL Solutions - A Framework for Continuous New Service Development.

The development of eHealth and AAL (Ambient Assisted Living) services with the aim to reduce the complexity of living environments for the elderly often does not lead to the desired results on the market. The design of an eHealth/AAL specific framework for continuous New Service Development is presented in this paper. Our research addresses this challenge with a new Service Excellence Model (SEM) and outlines the benefits of this specific approach. The research is based on the data of the DALIA project (Assistant for DAily LIfe Activities at Home) and the PenAAL project (Performance Measurement Index for AAL solutions), parts of which the projects were the classification of relevant business dimensions and the development of a related scoring tool for continuous benchmarking and improvement.

AAL Service Performance Measurement Cube - Key Criteria for AAL New Service Development.

UNLABELLED: The living environments of senior citizens are gaining in complexity with regard to health, mobility, information, support and behaviour. The development of Ambient Assisted Living (AAL) services in order to reduce this complexity is becoming increasingly important. The question is: What relevant criteria support the development, measurement and evaluation of business models of hybrid AAL services which have to be considered in an appropriate Performance Measurement Set? Within the EU funded research project DALIA (Assistant for Daily Life Activities at Home) a Service Performance Measurement Criteria (SPMC) Set has been developed and described. With the help of literature review and expert interviews relevant performance criteria were identified and described in the context of Analytic Hierarchy Process (AHP). In conjunction with an AAL business models scanning, a set of performance measurement criteria could be created. DISCUSSION: The development and application of a specific AAL SPMC Set offers the possibility in a targeted and conceptual way advance the development of marketable AAL services. Here it will be important to integrate with software support the SPMC Set in the service development process of future marketable AAL applications. With the application of an adjusted AAL Service Performance Measurement Cube, the conceptual development of marketable AAL services can be maintained and relevant decisions can be supported.

AAL service development loom--from the idea to a marketable business model.

The Ambient Assisted Living (AAL) market is still in an early stage of development. Previous approaches of comprehensive AAL services are mostly supply-side driven and focused on hardware and software. Usually this type of AAL solutions does not lead to a sustainable success on the market. Research and development increasingly focuses on demand and customer requirements in addition to the social and legal framework. The question is: How can a systematic performance measurement strategy along a service development process support the market-ready design of a concrete business model for AAL service? Within the EU funded research project DALIA (Assistant for Daily Life Activities at Home) an iterative service development process uses an adapted Osterwalder business model canvas. The application of a performance measurement index (PMI) to support the process has been developed and tested. Development of an iterative service development model using a supporting PMI. The PMI framework is developed throughout the engineering of a virtual assistant (AVATAR) as a modular interface to connect informal carers with necessary and useful services. Future research should seek to ensure that the PMI enables meaningful transparency regarding targeting (e.g. innovative AAL service), design (e.g. functional hybrid AAL service) and implementation (e.g. marketable AAL support services). To this end, a further reference to further testing practices is required. The aim must be to develop a weighted PMI in the context of further research, which supports both the service engineering and the subsequent service management process.