A solution consists of humans and machines.
In user-centered innovation the focus is on the entire ‘solution’ in which both humans and machines participate. Here, ‘solution’ refers to a socio-technical system where the joint actions of the humans and machines drive the overall performance. The solution is in place to resolve a ‘problem’ that would otherwise exist. This problem can be real (as in, an explicit need for a service or product) or implicit (as in, that a potential client was not yet aware of a service or product).
In user-centered innovation all participants of a solution are listed and the relationships among participants are identified: this holds for both humans and machines. This helicopter (top-down) view supports the analysis of added-value creation and identification of areas of improvement.
The term ‘humans’ is chosen to refer to us, humans. In general, this includes the mediating devices (e.g., computer with web-browsers, smartphone) that humans use to interact with other humans and machines. If a device becomes ‘autonomous’ and functions independently of the human, then it should be considered separately of the human.
The term ‘machines’ is chosen to refer to the non-human, technical, parts that offer functionality and that are not under direct control by one or more of the participants in the solution. Machine is more neutral than computer, laptop, ‘app’, UAV, robot, or software program. Machine may also refer to an operator-console with pushbuttons and dials, it need not be a recognisable computer.
A brief remark about ‘system’: The term ‘system’ is deliberately avoided. ‘System’ has too many connotations of being only the technical part of a solution. This is in spite of the definition of ‘system’ that is not necessarily as restrictive. For the purpose of user-centered innovation, a term is needed that includes both humans and machines (i.e. ‘solution’). The term ‘solution’ also refers to the solving of a problem and thus increasing added-value.
By using both concepts of humans and machines it becomes possible to analyse how all these participants relate to each other and jointly make the entire solution.
A non-exhaustive list of starting points to read more: