Abstract
This chapter is a story about the development and use of a new service innovation tool at SIF, the Swedish trade union for white-collar workers in industry, following a collaborative research endeavor. SIF is a politically independent trade union that organizes white-collar employees in the manufacturing, construction, computer, and consulting industries. Maybe this story could have taken place in many different kinds of organizations. However, the specific background and context are important. SIF is the major industrial white-collar trade union in Sweden. The organization, with a growing number of members and strong financial resources, is among the leading unions in Sweden. However, the traditional trade union role—basically, to represent its members—is not sufficient anymore. The challenge is not to substitute the representative role but rather to combine representation with provision of advice and tools to individuals. These multiple roles may have been an important factor behind the professionalization of the unions given that highly specialized services need to be developed (and sometimes even provided) by experts. Because the membership fee level cannot be changed dramatically, trade unions basically meet the same challenges as do private companies in terms of efficiency and effectiveness.