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Self-service 45#
A part of the value creation is transferred to the customer in exchange for a lower price of the service or product. This is particularly suited for process steps that add relatively little perceived value for the customer, but incur high costs. Customers benefit from efficiency and time savings, while putting in their own effort. This can also increase efficiency, since in some cases, the customer can execute a valueadding step more quickly and in a more target-oriented manner than the company.
Examples: Iconic Cases
How they do it: Initially, Ryanair did not offer customers the possibility of contacting them by email or webform, only through a premium rate phone line, by fax or by post. Also, customers are directed to self-check-in terminals or online check-in – if they opt to check in at the airport, they are liable to a $45 surcharge. On the flight, no food and beverages are distributed, they must be purchased on demand, further reducing customer service and customer interaction expenses.
Learn more about Ryanair →
How they do it: As part of a 2018 effort to redesign its stores, Subway introduced self-service ordering kiosks in select locations. These enable customers to order their sandwich via a touchscreen on a kiosk located in the store.
Learn more about Subway →
How they do it: McFit’s fitness centers are designed to be fully self-service. The equipment in the gym has written down instructions. In addition, members can check and create a training plan online. Coache in the gym are usually only present to help with general questions but are not offering personal training.
Learn more about McFit →
How they do it: AWS cloud computing can be set up by every business independently without needing to talk to a AWS representative. Extensive tutorials and documentation help the customers to act and use the service as independent as possible. However, in case support is needed, AWS has it available.
Learn more about Amazon Web Services →
How they do it: IKEA stores have three main areas, the exihibition area, self-service area, and warehouse. Products from the self-service area are grab and go articles. Larger products and furniture is presented in the exhibition area and numbered. The customer then has to pick-up the individual parts of the furniture according to the numbers in the warehouse area and proceed to the check-out.
Learn more about IKEA →
Below, the top industries for the pattern "Self-service" are displayed, in order to get insights into how this pattern is applied across different industries. We've collected data from 11 firms using this pattern.
Top Industries
Services
21% of firms using pattern
21% of firms using pattern
Transportation
21% of firms using pattern
21% of firms using pattern
Information Technology
6% of firms using pattern
6% of firms using pattern
All Industries
Below, the pattern "Self-service" is analyzed based on co-occurrence, in order to get insights into how this business model pattern is applied in combination with other patterns within the firms we studied.
Top Co-Occurrences
Pay Per Use
4 pattern co-occurrences
4 pattern co-occurrences
Whitelabel
3 pattern co-occurrences
3 pattern co-occurrences
Digitization
3 pattern co-occurrences
3 pattern co-occurrences