Customer-Driven Service Innovations in Home Services & Independent Living

It is not only the need for support but also the desire for a comfortable lifestyle that contributes to quality aging. Services to support living and lifestyle are the new demands of an aging society. AgeLab researchers are conducting an assessment of older adults’ attitudes and preferences to subscribe to different services, including: household support, social activities, mobility services, health management, safety and security monitoring, and related care services. This project is identifying use patterns of currently available services and other unmet needs that might drive future service innovation. Related questions include: which service characteristics determine the perceived service quality? Are these aspects related to a customers’ willingness to pay? And what explains the current gap between articulated interest in services and actual service usage? A study conducted in the US as well as in several European countries allows for cross-national comparisons and will result in design guidelines for attractive service offerings for older adults and caregivers.