Abstract

This article aims to show how the process of new service technology-based development improves the current
study support service for visually impaired university students. Numerous studies have contributed to improving
assisted aid technology such as screen readers, the development and the use of audiobooks, and technology that
supports individual learning by the visually impaired. Before conducting research on how the existing
technologies could enhance today’s study support service, a lead user was identified from among the visually
impaired university students that were involved in the new service development process. Telephone interview
analysis was used for primary data collection from 49 sampled students while interviews, discussions, and brain
storming were used for the primary data collection in the idea generation process and the new service
functionality synthesis between the lead user and researcher. The findings from this study make several
contributions to the area of service development using the lead user technique. The lead user provided an idea
that is claimed to be a useful service solution. It was demonstrated that a group learning technology-based
service can work as a new service for visually impaired university students. The findings are also original in that
the new service with the capacity for knowledge access and transfer using telephony technology will be the first
new service that shifts their individual learning to a group or community that includes instructor participation.

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