Co-creating a new remote service for and with elderly people in the Netherlands

Performance indicators

The co-creation process in this project involved the target group at every stage. The needs assessment, concept development and prototyping were all validated with elderly people and their carers. This validation provided key performance indicators during the design process, focusing on two issues: First, does the target group understand what is being suggested so far? And second, what is their perception of and reaction to the value of the service ideas developed so far, if any?

The new services will be implemented in the next stage of the project. This will give rise to a new range of performance indicators, such as the uptake of the service by the target group (the number of subscribers, as well the actual day-to-day use of the service), the further development of the service (e.g. growth of content and level of shared communication), the increased understanding and acceptance by the target group, and the increased capacity of the client consortium to develop and implement more user-driven service concepts. Finally, whether people will indeed be able to live longer in their own homes will also be a key performance indicator, of course. That will however be influenced by more services than just the Story Relay service that was prototyped, which is why we have the other indicators too.

Dr. Bas Raijmakers of STBY provided Governance International with this case study on 28 October 2010.