Abstract This single case study describes the progress of an innovation and analyses the knowledge dynamics involved in the process. This is done by analysing the process from idea to product, identifying necessary knowledge types and knowledge phases, and identifying features of knowledge anchoring in the innovation process. Using the biography technique, this process was tracked and the related knowledge dynamics were described. This study will serve as an interesting benchmarking tool for both managers and public development agencies. The findings suggest that public actors should pay more attention in their service development to the case-specific needs of innovative start-ups.