Digital Co-production for Users Through Feedback Loops : A descriptive and applied study in the digital automation industry

Abstract: A feedback loop is a method used to collect, store and handle provided feedback. It also includes methods for working with lessons learned since learnings are seen as the backbone of feedback loops, since they cannot be successful without learnings. Research regarding knowledge development, particularly feedback loops and lessons learned, is in need for further research to understand how industrial organisations working with digital automation and processes can work with and manage feedback and lessons learned in a cross-functional and co-productive setting. To study this, the research was conducted through a co-production between the researcher and ABB AB as a case company. The collaboration allowed for deep insights in work methods, as well as how feedback loops are worked with and used today along with desired methods for feedback loops and sharing of lessons learned. To achieve this, multiple user interviews were conducted as well as an observation and meetings with other stakeholders and follow-up sessions with the case company. This study also compares perspectives of existing feedback loops with each other as well as a new developed feedback loop designed for industrial organisations working with digital automation and digital processes.