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Challenges in the Design of Smart Product-Service Systems (PSSs)

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Challenges in the Design of Smart Product-Service Systems (PSSs): Experiences from practitioners





Smart Product-Service Systems (Smart PSSs) are market offerings that
integrate products and services into one single solution through the
implementation of IC technology. Smart PSSs allow organizations to develop
relationships with consumers in new ways and have a growing presence in
the marketplace. As designers’ involvement in the design of these offerings is
likely to increase, the understanding of the challenges emerging from the
integration of product and service is of increasing relevance for the effective
management of the design process. To identify the challenges in the design of
Smart PSSs, interviews with ten practitioners from various companies with
experience in the design of Smart PSSs were conducted. Based on the
findings, we outline seven challenges: defining the value proposition,
maintaining the value proposition over time, creating high-quality
interactions, creating coherence in the Smart PSS, stakeholder management,
the clear communication of goals, and the selection of means and tools in the
design process. Furthermore, we outline five ways in which designers can
contribute to the design process through the use of their capacities: designers
as foreseers of future scenarios, as guardians of experiences, as integrators
of stakeholders’ needs, as problem solvers, and as visualizers of goals.


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


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