The service sector has been identified as an increasingly important area of the economy and has been generating new possibilities for design activity. Among them there is the identification of innovation opportunities in services for manufacturing companies. In this context, the present article presents part of the development of services for a light manufacturer in the stage of establishing the scope and requirements of the project, where solutions that reflect the company strategy were sought. In order to report this, a case study in which the tool Customer Journey Map was used to develop a Product + Services System for LED lighting, for the low-income population is presented here. In this study we can infer the potential of collaboration of the design in the initial phase of the identification of innovation opportunities and how this can help at the strategic level of the company.

Authors: Naotake Fukushima, Aguinaldo dos Santos