The experience of product service systems

The experience of product service systems

Gemser, G.
Kuijken, B.
Wijnberg, N.M.
Van Erp, J.

Industrial Design Engineering

Product Innovatie Management

2012-09-11

In this paper, we focus on how to design product service systems (PSS) that provide for coherent user experiences. Our research is part of a large Dutch research program (CRISP, www.crispplatform.nl) on PSS. We propose a framework for identifying real PSS by integrating perspectives from economics and design theory. Our framework suggests that the product and service elements of the PSS should be combined in a synergistic manner and geared towards the same set of user goals in order to create a coherent user experience. In addition, our framework proposes that the product and service elements of the PSS should have sufficient autonomous value to be separately available on the market. We distinguish products and services from each other on the basis of aspects that have a large influence on designing PSS: products are mainly characterized by tangible elements and services by (a durable) interaction relation between consumers and producers. We empirically test our ideas among product and/or service development managers and in a later stage among designers. We conclude this paper with some guidelines how to define and design effective PSS.

product service systems
value creation
manifestations
interaction
user experience,
synergy

http://resolver.tudelft.nl/uuid:7937d340-cf76-4128-875f-2c72da7d7582

978-0-9570719-2-6

Out of Control: Proceedings of the 8th International Conference on Design and Emotion, London, UK, 11-14 September 2012

Institutional Repository

conference paper

(c) 2012 The Author(s)