A systematic method to design product-service systems using personalisation services based on experience evaluations

Abstract

Servitisation with product-service systems receives great attention as a strategy for business innovation in the era of digital transformation. Customer expectations are being redefined into experiences and customer willingness to get involved is important. Understanding, designing and managing customer experiences are critical in the competitive advantages of businesses. While key characteristics of customer experiences and consumer behaviours have been identified recently, structured design methods for product-service systems with customisation services for individual consumers in supporting such key experience characteristics have not been devised yet. In this paper an experience design method using customisation services is proposed. The method is based on context-based activity modelling and context-specific experience sampling method so that personalised customisation service is provided based on accumulated customer subjective experience evaluations combined with context information in digital forms. Two product-service systems design cases are presented to illustrate how experiences are designed using the method.