The authors would like to extend their thanks and appreciation to Susie Lonie and Nick Hughes and to all their current and former colleagues on the Sagentia project team.
Extracting Key Lessons in Service Innovation†
Article first published online: 13 OCT 2011
© 2011 Product Development & Management Association
Journal of Product Innovation Management
Volume 29, Issue 1, pages 13–20, January 2012
How to Cite
Wooder, S. and Baker, S. (2012), Extracting Key Lessons in Service Innovation. Journal of Product Innovation Management, 29: 13–20. doi: 10.1111/j.1540-5885.2011.00875.x
Vodafone: The M-PESA service was conceived by and is owned by global mobile network services operator Vodafone Group plc. Vodafone drives the strategic growth of M-PESA globally and works closely with partner markets to deliver the service in country.
Safaricom: Kenyan-based mobile operator Safaricom (part of the Vodafone Group) is hosting the service on the ground in Kenya. They market the service and provide direct support to M-PESA's consumer and business customers.
Sagentia: Based in Cambridge, UK, Sagentia is a technology and product development company that works with clients from needs and market analysis through product design to transfer to manufacture. Sagentia designed, developed, and delivered the M-PESA service.
- Issue published online: 16 NOV 2011
- Article first published online: 13 OCT 2011
This paper describes how Sagentia—working with Vodafone, Safaricom, and other organizations—played a significant role in the creation and delivery of a landmark mobile money transfer and payment service for emerging markets, starting in Kenya. In this profile we examine the organization aspects and approach that contributed to the success of the service: the lessons we learned as the technology provider and how the experience has informed and strengthened our service innovation processes.