Service element level customization for product-service systems using context-based activity modeling

DS 75-4: Proceedings of the 19th International Conference on Engineering Design (ICED13), Design for Harmonies, Vol.4: Product, Service and Systems Design , Seoul, Korea, 19-22.08.2013

Year: 2013
Editor: Udo Lindemann, Srinivasan V, Yong Se Kim, Sang Won Lee, John Clarkson, Gaetano Cascini
Author: Kim, Yong Se; Lee, Sang Won; Kim, Jin Hui
Series: ICED
Institution: Sungkyunkwan University, Korea, Republic of (South Korea)
Page(s): 139-148
ISBN: 978-1-904670-47-6
ISSN: 2220-4334


Product-Service Systems (PSS) can offer diverse values for customers in service-dominant manners to suit for various needs and wants of customers. A typical PSS would be composed of many service units, which are then comprised with several service elements in each unit. Each service element takes a service function and multiple activities of relevant stakeholders. Product elements are to be designed for each service element so that activities of relevant stakeholders are properly supported by affordance features of the product elements. Inclusion of a certain service unit in PSS or not would be related with business model level variation of PSS concepts. Once service units of a PSS are fixed, variations of PSS concepts can be made at the level of service elements. We propose a PSS customization method that the context elements of activities facilitate effective customization at service element level. An example of service element level customization is illustrated with the PSS case of Make-up Room Service where some make-up service elements and associated product elements are tailored to a few different contexts reflecting customer needs.

Keywords: Product/service systems, service design, customization, contexts, experience design


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