近年來，各家企業所能提供的服務也越來越多，行動裝置的大量興起帶動了民眾對APP的需求與商機。廠商亦希望透過新的服務傳遞系統與顧客介面等，能完成新的服務概念的傳遞。本研究，則以質性研究的個案研究法，深度訪談國內APP新創公司—走著瞧股份有限公司(Gogolook)，如何透過不斷傾聽使用者建議與評論，甚至是藉由使用者的參與，更新自己的服務系統和服務概念，共創更高一層的服務價值。
一直以來，學術上有不少討論關於使用者參與的作法，是否適合應用在業界上的問題，雖然有更貼近市場、管理顧客多樣性等優點，但亦有耗費額外資金、使用者能力不足以表達等缺點，而過去研究的未來方向建議均說探討更多個案為主。因此，本研究依循著使用者參與相關理論、服務創新四構面理論、服務主導邏輯，結合三個理論，來剖析個案公司成功的關鍵，以及使用者參與行為和軟體改版的關係性。
研究結果發現，該個案公司將使用者的意見，整理成使用者聲音表格，方便分類以及篩選出有價值的建議資料庫。發現它們會根據使用者的聲音，有著解決需求、接受建議和尋找背後的脈絡不同的動作，得到不同的結果。

In recent years, the service was supplied by enterprise getting more and more. APP’s need and opportunity from people are driven by the growing of mobile devices. The manufacturer also hopes can achieve the new service concept through new service delivery system and new client interface. The research tries to discuss APP start-up company – Gogolook in the way of qualitative research, case study and depth interview. Our question is how they update their service system and service concept to co-create high level service value
It has been a long time that many scholars had a discussion it is suitable to apply the user involvement in industry. Although the theory has the advantage about close to the market and manage customer diversity, but also has shortcoming about to consume addition funds and the user inability to express. The past research showed that the future research needs to discuss more case. Therefore,the research combines user involvement and service dominant logic to analyze the success key of the case company, and discuss the relationship between user involvement and software revision.
The research result found out that the case company arranges the consumer opinion into table for the purpose to be convenient to classify and filter the voice from consumers. The research found that they have three different movements to handle consumer voice: solve a need, accept suggestion and find the context to get the different ends

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