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Criteria for Customer Activity-Driven PSS Design

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Eok KIM, Ki-Young NAM and Kyung-Won CHUNG


A Product–Service System (PSS) can be defined as consisting of products and
services so that they are jointly capable of fulfilling specific customer
experience. In the absence of PSS-specific design methods, service design
methods such as service blueprinting are commonly used in the design of PSS.
However, neither do they address the detailed activities of the interaction with
products, nor the expectation around the use of PSS.

This research attempts to identify new criteria for PSS design focused on
customer activity related to the expectation and experience occurring from the
use of PSS. As an empirical research target, a self-checkout system was chosen
for its sufficient level of complexity in user interactive activity. Concrete criteria
of customer activity-driven PSS designs were used to evaluate the duration of
use and breaks that prevents a smooth operation.

The criteria for customer activity-driven PSS design were analysed in viewpoint
of promoting smooth activity stream and minimizing the gap between
expectation and experience related to activity, and signifiers in both product
and service were identified as important gap-fillers. A holistic customer activity
modelling as a significant tool in PSS design is proposed as the analytical
framework of PSS design and the criteria are suggested by customer activity
analysis of attribute, context, and structure of the action that can be
deconstructed into sub-sets.


PUBLISHED: Proceedings from the The 19th DMI: Academic Design Management Conference, 2014


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