Human-Centered Co-evaluation Method as a Means for Sustainable Service Innovations

This chapter develops a human-centered co-evaluation method for the evaluation of service innovations in the context of digital services. The method derives from two different theoretical approaches. It integrates a multi-criteria evaluation framework to evaluate multiple impacts of innovations and a process of developmental evaluation to support multivoiced evaluation and continuous learning throughout their development process. The new method emphasizes human and societal impacts, which are analyzed parallel with the traditional techno-economic characteristics of innovations. It makes human-centeredness and sustainability more visible as values than traditional evaluations and thus guides the development toward more inclusive and ethical digitalization.