Upgrading the Data2Action Framework: Results Deriving from Its Application in the Printing Industry

This paper describes the application of the Data2Action (D2A) framework for the development of Smart Print Services. The context for the development was printing-as-a-service in Italy. The firm in this study wanted to create new Smart Services to improve customer experience and drive out waste. The analysis in this paper is based on an Action Research methodology to understand the application of the D2A framework. The results describe the lessons learnt from its implementation, show examples of tools used and reflect on the application of the framework and the individual tools. Using reflections from the development process, an improved framework is proposed that further increases its applicability for use in complex product service systems.