As an entrepreneur with strong interest in digital solutions that affect everyday life, i would like to understand how customers react when they first make contact with a new product or service. This is essentially to understand what trigger the initial adopters of new technology in public services.
For instance, in the local public transport sector in the city of Stockholm, my observation over a period of about 10years has shown a steady rate of service delivery improvement both in the payment and card issuing system. It has been interesting how the various improvements have been adopted over the years and in my opinion these has led to great improvement in service delivery. But how does early adoption happens? especially while the old system was not broken.