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Project Description
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The ICE project investigates how employees’ understandings of users’ needs in public and private service organizations create innovations. The focus is on situations where the user in the role of a customer interacts with an employee either face-to-face or via ICT-networks. The project studies such encounter processes and how they lead to innovations and how these innovations are developed within the firm. 



Book published by ICE:

User-Based Innovation in Services

The book is published by the ICE project in cooperation with the Business, Innovation and Technology Research Centre at Aalto University, Finland. Read more about the book here >> 

Events in the ICE project:        


Innovation Network Service Platform

Center for Service Studies at Roskilde University participates in the Innovation Network Service Platform. Businesses can through the Center for Service Studies use Service Platform to develop or gain knowledge about service innovation.

Read more about the Innovation Network here (opens in new window)

ICE case collection

The case collection presents how different service companies in the ICE project apply and use employee- and user driven innovation. The collection can be dowloaded here (in Danish only)

ICE working papers

The ICE Working Papers present research results from the ICE project, including for example information about innovation experiments and case studies.

ICE working papers can be downloaded here.


The ICE project is conducted collaboratively by Roskilde University and Aalborg University, Denmark. The project is financed by the Danish Council for Strategic Research.

The project cooperates with a number of service businesses in which innovation experiments are carried through.

See more details about the ICE project here >>




How to involve users in service innovation! Download booklet here (in Danish only)

ICE poster