Hostname: page-component-5d84bcc8dc-qfb64 Total loading time: 0 Render date: 2026-08-13T16:17:23.623Z Has data issue: false hasContentIssue false
  • English
  • Français

The DHSmart model for smart product-service system (smart PSS): dynamic, data-driven, human-centred

Published online by Cambridge University Press:  16 May 2024

Nadia Mirshafiee ,
Ji Han  and
Saeema Ahmed-Kristensen
Nadia Mirshafiee*
Affiliation:
University of Exeter, United Kingdom
Ji Han
Affiliation:
University of Exeter, United Kingdom
Saeema Ahmed-Kristensen
Affiliation:
University of Exeter, United Kingdom
*
nm576@exeter.ac.uk

Abstract

Core share and HTML view are not available for this content. However, as you have access to this content, a full PDF is available via the 'Save PDF' action button.

Despite its transformative impact, a systematic approach to Smart PSS development remains elusive. Addressing this, the study introduces a dynamic conceptual model named DHSmart and its accompanying canvas, adaptable to various contexts and technological advancements. Notably, it offers a structured approach to designing ‘Smart’ in Smart PSS, capturing the interplay between data, humans, and smart systems while directing digitalisation that achieves competitive advantage. It also serves as a unifying framework, enabling meaningful interdisciplinary contributions in theory and practice.

Keywords

smart product-service systemsdigitalisationservitisationdata-driven designhuman-centred design

Information

Type
Artificial Intelligence and Data-Driven Design
Information
Proceedings of the Design Society , Volume 4: DESIGN 2024 , May 2024 , pp. 2149 - 2158
Creative Commons
Creative Common License - CCCreative Common License - BYCreative Common License - NCCreative Common License - ND
This is an Open Access article, distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives licence (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is unaltered and is properly cited. The written permission of Cambridge University Press must be obtained for commercial re-use or in order to create a derivative work.
Copyright
The Author(s), 2024.

References

Bu, L., Chen, C.H., Ng, K.K.H., Zheng, P., Dong, G. and Liu, H. (2020), “A user-centric design approach for smart PSS using virtual reality”, Cleaner Production, Vol. 280. https://doi.org/10.1016/j.jclepro.2020.124413Google Scholar
Carrera-Rivera, A., Larrinaga, F. and Lasa, G. (2022), “Context-awareness for the design of Smart-product service systems”, Computers in Industry, Vol. 142. http://dx.doi.org/10.1016/j.compind.2022.103730CrossRefGoogle Scholar
Central Digital and Data Office. (2020), Data Ethics Framework. Government Digital Service, Available at: https://assets.publishing.service.gov.uk/media/5f74a4958fa8f5188dad0e99/Data_Ethics_Framework_2020.pdf (accessed 16.09.2023)Google Scholar
Chang, D., Gu, Z., Li, F. and Jiang, R. (2019), “A user-centric smart product-service system development approach”, Advanced Engineering Informatics, Vol. 42. https://doi.org/10.1016/j.aei.2019.100979CrossRefGoogle Scholar
Chang, D., Li, F., Xue, J. and Zhang, L. (2023), “A TRIZ-inspired knowledge-driven approach for user-centric smart product-service system: A case study on intelligent test tube rack design”, Advanced Engineering Informatics, Vol. 56. https://doi.org/10.1016/j.aei.2023.101901CrossRefGoogle Scholar
Charmaz, K. (2006), Constructing Grounded Theory: A Practical Guide through Qualitative Analysis, SAGE, London.Google Scholar
Chen, S., Xiao, Y., Ren, T., Chen, J. and Huang, C. (2020), “The Design Research of Smart Product-Service System Oriented to User Experience”, 2020 IEEE 16th International Conference on Automation Science and Engineering (CASE), IEEE, Hong Kong, pp. 300–304. https://doi.org/10.1109/CASE48305.2020.9216747CrossRefGoogle Scholar
Chen, Z., Ming, X., Zhou, T., Chang, Y. and Sun, Z. (2020), “A hybrid framework integrating rough-fuzzy best-worst method to identify and evaluate user activity-oriented service requirement for smart product service system”, Journal of Cleaner Production, Vol. 253. https://doi.org/10.1016/j.jclepro.2020.119954CrossRefGoogle Scholar
Tie, Chun, Birks, Y., and Francis, M., K. (2019), “Grounded theory research: A design framework for novice researchers”, SAGE Open Medicine, Vol. 7. https://doi.org/10.1177/2050312118822927Google Scholar
Cong, J., Chen, C.H. and Zheng, P. (2020), “Design entropy theory: A new design methodology for smart PSS development”, Advanced Engineering Informatics, Vol. 45. https://doi.org/10.1016/j.aei.2020.101124CrossRefGoogle Scholar
Cong, J., Zheng, P., Bian, Y., Chen, C.-H., Li, J. and Li, X. (2022), “A machine learning-based iterative design approach to automate user satisfaction degree prediction in smart product-service system”, Computers & Industrial Engineering, Vol. 165. https://doi.org/10.1016/j.cie.2022.107939CrossRefGoogle Scholar
Costa, N., Patr, L., Morelli, N. and Magee, C.L. (2018), “Bringing Service Design to manufacturing companies”, Design Studies, Vol. 55, pp. 112-145. https://doi.org/10.1016/j.destud.2017.09.002CrossRefGoogle Scholar
Gebauer, H., Fleisch, E., Lamprecht, C. and Wortmann, F. (2020), “Growth paths for overcoming the digitalization paradox”, Business Horizons, Vol. 63 No. 3, pp. 313–323. https://doi.org/10.1016/j.bushor.2020.01.005CrossRefGoogle Scholar
Giacomin, J. (2014), “What Is Human Centred Design?", Design Journal, Vol. 17 No. 4, pp. 606-623. https://doi.org/10.2752/175630614X14056185480186CrossRefGoogle Scholar
Glaser, B.G. and Strauss, A.L. (1967), The Discovery of Grounded Theory: Strategies for Qualitative Research, Aldine de Gruyter, New York.Google Scholar
Goedkoop, M.J., Halen, C.J.G. van, Riele, H.R.M. te and Rommens, P.J.M. (1999), Product Service Systems, Ecological and Economic BasicsGoogle Scholar
Gorkovenko, K., Burnett, D.J., Thorp, J.K., Richards, D. and Murray-Rust, D. (2020), “Exploring The Future of Data-Driven Product Design”, CHI '20: Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems, ACM, NY, pp. 1-14. https://doi.org/10.1145/3313831.3376560CrossRefGoogle Scholar
Holzinger, A. (2016), “Interactive machine learning for health informatics: when do we need the human-in-the-loop?”, Brain Informatics, Vol. 3 No. 2, pp. 119–131. https://doi.org/10.1007/s40708-016-0042-6CrossRefGoogle ScholarPubMed
Honeywell. (2023), Thermostats. Available at: Https://Www.Honeywellhome.Com/Us/En/Products/Air/Thermostats/ (accessed 09.10.2023)Google Scholar
Horváth, I. (2021), “Connectors of smart design and smart systems”, AI EDAM, Vol. 35 No. 2, pp. 132–150. http://dx.doi.org/10.1017/S0890060421000068Google Scholar
ISO (2019), “ISO 9241-210:2019 - Part 210: Human-centred design for interactive systems, ISO, Geneva.Google Scholar
Kim, Y.S. (2022), “Customer Experience Design for Smart Product-Service Systems Based on the Iterations of Experience–Evaluate–Engage Using Customer Experience Data”, Sustainability, Vol. 15 No. 1, p. 686, https://doi.org/10.3390/su15010686CrossRefGoogle Scholar
Lindley, J., Akmal, A., Pilling, F. and Coulton, P. (2020), “Researching AI Legibility through Design”, CHI '20: Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems, ACM, New York, pp. 1-13. https://doi.org/10.1145/3313831.3376792Google Scholar
Liu, Z., Ming, X., Qiu, S., Qu, Y. and Zhang, X. (2019), “A framework with hybrid approach to analyse system requirements of smart PSS toward customer needs and co-creative value propositions”, Computers & Industrial Engineering, Vol. 139. https://doi.org/10.1016/j.cie.2019.03.040Google Scholar
Liu, Z., Ming, X. and Song, W. (2019), “A framework integrating interval-valued hesitant fuzzy DEMATEL method to capture and evaluate co-creative value propositions for smart PSS”, Journal of Cleaner Production, Vol. 215, pp. 611-625. https://doi.org/10.1016/j.jclepro.2019.01.089CrossRefGoogle Scholar
Liu, Z., Ming, X., Song, W., Qiu, S. and Qu, Y. (2018), “A perspective on value co-creation-oriented framework for smart PSS”, Procedia CIRP, Vol. 73, pp. 155–160. https://doi.org/10.1016/j.procir.2018.04.021CrossRefGoogle Scholar
Lu, D., Ka, I., Lai, W. and Liu, Y. (2019), “The Consumer Acceptance of Smart Product-Service Systems in Sharing Economy: The Effects of Perceived Interactivity and Particularity”, Sustainability, Vol. 11 No. 3, p. 928. https://doi.org/10.3390/su11030928CrossRefGoogle Scholar
Machchhar, R.J., Toller, C.N.K., Bertoni, A. and Bertoni, M. (2022), “Data-driven value creation in Smart Product-Service System design: State-of-the-art and research directions”, Computers in Industry, Vol. 137. https://doi.org/10.1016/j.compind.2022.103606CrossRefGoogle Scholar
Mont, O.K. (2002), Clarifying the Concept of Product-Service System, Journal of Cleaner Production, Vol. 10.CrossRefGoogle Scholar
Negash, Y.T., Salome, L. and Sarmiento, C. (2023), “Smart product-service systems in the healthcare industry: Intelligent connected products and stakeholder communication drive digital health service adoption”, Heliyon, Vol. 9 No. 6. https://doi.org/10.1016/j.heliyon.2023.e16762CrossRefGoogle ScholarPubMed
Nguyen Ngoc, H., Lasa, G. and Iriarte, , I. (2022), “Human-centred design in industry 4.0: case study review and opportunities for future research”, Journal of Intelligent Manufacturing, Vol. 33, pp. 35-76. https://doi.org/10.1007/s10845-021-01796-xCrossRefGoogle ScholarPubMed
Norman, D. (2013), The Design of Everyday Things, Basic Books, New York.Google Scholar
Omron. (2023), X7 Smart Blood Pressure Monitors, Available at: Https://Www.Omron-Healthcare.Co.Uk/Products/X7-Smart (accessed 10/10/2023)Google Scholar
Porter, M.E. and Heppelmann, J.E. (2014), “How Smart, Connected Products Are Transforming Competition”, Harvard Business Review, Vol. 92 No. 11, pp. 64–88.Google Scholar
Porter, M.E. and Heppelmann, J.E. (2015), “How Smart, Connected Products Are Transforming Companies”, Harvard Business Review, Vol. 93 No.10, pp. 96-114.Google Scholar
Rain Bird. (2023), NimbusTM II, Available at: Https://Www.Rainbird.Com/Golf/Nimbusii (accessed 12.10.2023)Google Scholar
Rijsdijk, S.A. and Hultink, E.J. (2009), “How today's consumers perceive tomorrow's smart products”, J of Product Innovation Management, Vol.26 No.1, pp. 24–42. https://doi.org/10.1111/j.1540-5885.2009.00332.xCrossRefGoogle Scholar
Rinaldi, S., Bittenbinder, F., Liu, C., Bellagente, P., Tagliabue, L.C. and Ciribini, A.L.C. (2016), “Bi-directional interactions between users and cognitive buildings by means of smartphone app”, 2016 IEEE International Smart Cities Conference (ISC2), Trento, Italy, pp. 1-6. https://doi.org/10.1109/ISC2.2016.7580819Google Scholar
Stahel, W.R. (2010), The Performance Economy, Palgrave Macmillan, London, https://doi.org/10.1057/9780230274907CrossRefGoogle Scholar
Streitz, N., Charitos, D., Kaptein, M. and Böhlen, M. (2019), “Grand challenges for ambient intelligence and implications for design contexts and smart societies”, Journal of Ambient Intelligence and Smart Environments, Vol. 11 No. 1, pp. 87-107. https://doi.org/10.3233/AIS-180507CrossRefGoogle Scholar
Tukker, A. (2004), “Eight types of product-service system: eight ways to sustainability? Experiences from SusProNet”, Business Strategy and the Environment, Vol. 13 No. 4, pp. 246-260, https://doi.org/10.1002/bse.414CrossRefGoogle Scholar
Valencia, A., Mugge, R., Schoormans, J.P.L. and Schifferstein, H.N.J. (2014), “Challenges in the Design of Smart Product-Service Systems (PSSs): Experiences from Practitioners”, 19th DMI: Academic Design Management Conference, ADMC, Design Management Institution, London.Google Scholar
Valencia, A., Mugge, R., Schoormans, J.P.L. and Schifferstein, R. (2015), “The Design of Smart Product-Service Systems (PSSs): An Exploration of Design Characteristics”, International Journal of Design, Vol.9 pp.13-28.Google Scholar
Voet, H., Altenhof, M., Ellerich, M., Schmitt, R.H. and Linke, B. (2019), “A Framework for the Capture and Analysis of Product Usage Data for Continuous Product Improvement”, Journal of Manufacturing Science and Engineering, Vol. 141 No. 2. https://doi.org/10.1115/1.4041948CrossRefGoogle Scholar
Wang, Z., Chen, C.-H., Li, X., Zheng, P. and Pheng Khoo, L. (2021), “A context-aware concept evaluation approach based on user experiences for smart product-service systems design iteration”, Advanced Engineering Informatics, Vol. 50. https://doi.org/10.1016/j.aei.2021.101394CrossRefGoogle Scholar
Wang, Z., Chen, C.-H., Zheng, P., Li, X. and Song, W. (2021), “A hypergraph-based approach for context-aware smart product-service system configuration”, Computers & Industrial Engineering, Vol. 163. https://doi.org/10.1016/j.cie.2021.107816Google Scholar
Wilson, H.J. and Daugherty, P.R. (2018), “Collaborative Intelligence: Humans and AI Are Joining Forces”, Harvard Business Review, Vol. 96 No. 4, pp. 114–123.Google Scholar
Yu, Y. and Sung, T.J. (2022), “Perceived Values to Evaluate Smart Product-Service Systems of Smart Kitchen Appliances”, Engineering Management Journal, Vol. 35 No. 3, pp. 257-271. https://doi.org/10.1080/10429247.2022.2075210CrossRefGoogle Scholar
Zhang, X., Chen, L., Sheng, G., Lu, X. and Ming, X. (2023), “An innovation service system and personalized recommendation for customer-product interaction life cycle in smart product service system”, Journal of Cleaner Production, Vol. 398. https://doi.org/10.1016/j.jclepro.2023.136470CrossRefGoogle Scholar
Zheng, P., Wang, Z., Chen, C.H. and Pheng Khoo, L. (2019), “A survey of smart product-service systems: Key aspects, challenges and future perspectives”, Advanced Engineering Informatics, Vol. 42. https://doi.org/10.1016/j.aei.2019.100973CrossRefGoogle Scholar
Zhou, T., Chen, Z., Cao, Y., Miao, R. and Ming, X. (2021), “An integrated framework of user experience-oriented smart service requirement analysis for smart product service system development”, Advanced Engineering Informatics, Vol. 51. https://doi.org/10.1016/j.aei.2021.101458Google Scholar
Zhou, T., Chen, Z., Cao, Y., Miao, R. and Ming, X. (2022), “An integrated framework of user experience-oriented smart service requirement analysis for smart product service system development”, Advanced Engineering Informatics, Vol. 51. https://doi.org/10.1016/j.aei.2021.101458CrossRefGoogle Scholar
Zhou, T., Ming, X., Han, T., Bao, Y., Liao, X., Tong, Q., Liu, S., et al. (2023), “Smart experience-oriented customer requirement analysis for smart product service system: A novel hesitant fuzzy linguistic cloud DEMATEL method”, Advanced Engineering Informatics, Vol. 56. https://doi.org/10.1016/j.aei.2023.101917CrossRefGoogle Scholar