Abstract
In manufacturing, systems that offer physical products in combination with services have been attracting much attention. For such systems, designers need to focus on customer requirements. There are, however, still difficulties in decision on what part of the requirements should be investigated, especially in a B2B (Business to Business) service. This paper proposes a method to extract customer requirements in a B2B service. In addition, a tool was developed to help service designers extract customer requirements easily and exhaustively. The effectiveness of this method is demonstrated by a case study in which a utility company is the target client of a service.
