This paper combines entrepreneurial behaviour and innovation with design thinking in order to investigate the use of the IdeaWindow, the ict-based tool planned for employee-driven service development, in a health care organisation. The tool enables participation of heterogeneous group of people to fuzzy front-end of service development. The paper asks how virtual tool can be used for tackling the unknown - tacit knowledge, hidden possibilities and initiatives in this context. What kind of perspectives and topics the employees bring up when using a virtual tool in the front-end of service development. The results are based on IdeaWindow entries and electronic survey data collected in Finnish hospital ward.