Chapter 45
Self-Service
Putting the customer to work
The pattern
In the Self-Service model, a part of the value creation of a product or service is handed over to the customer in exchange for a lower price (HOW?). This is particularly suited to processes that generate high costs but add relatively low perceived value for the customer. In addition to lower prices, customers typically find that Self-Service saves them time (WHAT?). It may even increase efficiency, since in some cases customers can execute a value-adding step more rapidly and in a more target-oriented fashion. Classic applications include picking items up from shelves, planning ...
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