INNOVATION RESEARCH AND CO-CREATION PROCESS LEADS TO NEW SERVICE SOLUTIONS
How do small businesses deal with Innovation? This was the challenge that the Paraná’s Micro and Small Business Support Service (Sebrae/PR) brought to us for this project. To approach this problem, we proposed a strategic plan as well as a portfolio of service solutions about Innovation aligned with the their client’s needs.
65 ENTREPRENEURS FROM PARANÁ AND 16 EMPLOYEES FROM ITS
SEBRAE WERE INVOLVED IN GENERATING A COHERENT PORTFOLIO
OF 20 INNOVATION SERVICE SOLUTIONS.
An immersion in the reality of SME’s from Paraná was conducted to understand their perception of Innovation. These were carried out by 5 researches of our team, in 6 cities of the state, totaling 24 visits and interviews. One of the tools applied throughout the process was the mystery consumer, used to better understand the current service status. We also analyzed a previous quantitative study of Sebrae’s customer profile, which was based on the answers of 1200 entrepreneurs. In addition, a benchmark of 45 Innovation service solutions in Brazil and worldwide was developed. To conclude this stage, workshops with Sebrae’s employees and external clients were held to validate the research findings.
On a second moment, we focused on developing the new Innovation services portfolio. In total, our team created 58 new solutions. At the same time, based on clusters of businesses’ behavior patterns, we also created a strategy plan, which served as a tool to verify the proposed solutions.
The services that were most aligned with the strategy were maintained and improved. Once validated with employees and entrepreneurs, each of the 20 selected Innovation services solutions - offline and digital - was detailed through specific briefings. These were delivered to Sebrae/PR so that it could continue the development and implementation of the solutions.