Conceptual design of a user-centric smart product-service system using self-organizing map

As an emerging IT-driven business paradigm, smart product-service system (Smart PSS), which offers not only the smart, connected product (SCP) but also its generated service as a solution bundle, has become a vital research topic. Many research efforts have been devoted to constructing the conceptual design framework by considering SCPs and services simultaneously. However, the following critical issues in Smart PSS conceptual design have not been well addressed: how to improve the solution of Smart PSS in the conceptual design stage to meet user emotional requirements. Aiming to fill the gap, this work proposes a conceptual design method for Smart PSS from the perspective of analyzing user-generated emotions/feelings. Specifically, the relevant traditional products are identified, and their public review data is used to analyze user emotions/feelings in user-product interaction. Interactive emotion board as a new design tool is presented to organize the user-generated emotions/feelings, associated design elements, and the potential design points of the initial solution. And the analytic hierarchy process (AHP) is utilized to evaluate the improved solution. To ensure the efficiency of the analysis process, the self-organizing map (SOM) algorithm is utilized in the process of clustering product samples and Kansei words. A case study of smart electric bicycle service system (SEBSS) design is used to demonstrate the performance of the proposed method. Based on the case study, the proposed approach appears effective in helping with Smart PSS conceptual design.     

Towards an automatic engineering change management in smart product-service systems – A DSM-based learning approach

The rapid development and implementation of smart, connected products (SCPs) in the engineering field has triggered a promising manufacturing paradigm of servitization, i.e. smart product-service systems (Smart PSS). As a complex solution bundle in both system and product level, its engineering change management differs from the existing ones mainly in two aspects. Firstly, massive in-context stakeholder-generated/product-sensed data during usage stage can be leveraged to enable its success in a data-driven manner. Secondly, the digitalized services, consisting of both hardware and software solutions, can also be changed in a more flexible way other than the physical components alone. Nevertheless, scarcely any work reports on how to conduct engineering change in such context, let alone a systematic approach to support the automatic generation of its change prediction or recommendation. Aiming to fill these gaps, this work proposes an occurrence-based design structure matrix (DSM) approach together with a three-way based cost-sensitive learning approach for automatic engineering change management in the Smart PSS environment. This informatics-based research, as an explorative study, overcomes the subjectivity and tedious assessment of the experts in the conventional approaches, and can offer useful guidelines to the manufacturing companies for managing their engineering changes for product-service innovation process.     

A novel data-driven graph-based requirement elicitation framework in the smart product-service system context

Nowadays, industrial companies are facing ever-increasing challenges to generate new value-in-use and maintain their high competitiveness in the market. With the rapid development of Information and Communication Technology (ICT), IT is embedded in the products themselves, i.e. smart, connected products (SCPs) to generate values. Hence, an emerging value proposition paradigm, smart product-service system (Smart PSS) was introduced, by leveraging both SCPs and its generated services as a solution bundle to meet individual customer needs. Unlike other types of PSS, in Smart PSS, massive user-generated data and product-sensed data are collected during the usage phase, where potential requirements can be elicited readily in a value co-creation manner with context-awareness. Nevertheless, only few scholars discuss any systematic manner to support requirement elicitation in such context. To fill the gaps, this research proposes a novel data-driven graph-based requirement elicitation framework in the Smart PSS, so as to assist engineering/designers make better design improvement or new design concept generation in a closed-loop manner. It underlines the informatics-based approach by integrating heterogeneous data sources into a holistic consideration. Moreover, by leveraging graph-based approach, context-product-service information can be linked by the edges and nodes in-between them to derive reliable requirements. To validate its feasibility and advantages, an illustrative example of smart bicycle design improvement is further adopted. As an explorative study, it is hoped that this work provides useful insights for the requirement elicitation process in today’s smart connected environment.     

A TRIZ-inspired knowledge-driven approach for user-centric smart product-service system: A case study on intelligent test tube rack design

With the advancement of information and communication technologies, smart product-service system (PSS) has attracted increasing research attention to integrate diverse providers/stakeholders and deliver value-added services. Many studies have thusly been conducted to design and develop the smart PSS, while i) how to identify multi-source requirements through reviewing the entire service interaction cycle, ii) how to define and deduce the innovative smart connected products (SCPs) features under contradictory interests, and iii) how to specify the functional and data service configuration solutions are still unclear. To tackle these problems, a knowledge-driven approach was introduced to better organize the multi-source design knowledge and deduce service recommendations for personalized user demands. Specifically, a user journey map-based method was proposed for knowledge elicitation of the specific user demands. To organize the user knowledge for better understanding, hierarchical personalized user requirements (PURs) analytics were proposed to quantitively transfer PURs into proper design engineering parameters. To inspire the problem-solving logic for design solution generation, TRIZ inventive principles were retrieved and referred to. With the generated design concept, the service logic diagrams were structured to define the personalized service content of SCPs. Having the service logic and SCPs, the overall service network of the user-centric smart PSS can be outlined. The proposed approach was demonstrated and validated in the digital health area via a case study on smart test tube rack (STTR) design, and it was validated from an economic feasibility perspective. It showed that the STTR was promising to reduce manual work, improve the nurses' performance, and enhance patients’ medical experience. Furthermore, it was suggested that the proposed approach can effectively guide the innovative SCPs creation in a straightforward and instructive manner, and is promising to process the service solution deduction and improve the efficiency of service creation in real practice.     

A synthetical development approach for rehabilitation assistive smart product–service systems: A case study

Digital transformation (DT), the combination of information, computing, communication and connectivity technologies, which has triggered an effective upgrade of different aspects of market strategy, customer experience etc. Nowadays, rehabilitation assistive devices (RADs) are evolving to be more digital, intelligent and personalized. Digitalization and servitization have fostered to an emerging business model—the smart product–service system (Smart PSS). Therefore, DT of the RADs’ industry advocates not only the design of products and functions, the more important is the management of service processes and resource integration. With the increase in the elderly and disabled population, the requirement for RADs is becoming more urgent. However, research on Smart PSS for RAD is still limited. The rehabilitation assistive smart product–service systems (RASPSS) was introduced into the development of RADs based on the “Design and Management of DT” strategy through the service design of assistive devices and user requirements analysis. Further, an integrated design of RAD and Smart PSS has been created, a development method of RASPSS proposed, the theoretical model of the Smart PSS based on RADs built. To specify the service framework, this case study discusses the development of a home rehabilitation assistive system for femoral stem fracture patients. This paper evaluates the usability of the system, the results of which prove usability and effectiveness of the RASPSS development method. The RASPSS development model is designed to meet needs of stakeholders, improve the user rehabilitation experience, promote the service innovation of Smart PSS, bring certain market benefits of rehabilitation aids and create social value.     

An integrated framework of user experience-oriented smart service requirement analysis for smart product service system development

The rapid deployment of digital technologies drives the conventional product service system (PSS) to shift into a new paradigm known as smart PSS. Empowered with smart capabilities, smart PSS has great potential in creating positive user experience (UX). The requirements analysis is an essential task for successful development of smart PSS with strong UX. Nevertheless, there is still a lack of research on the requirement analysis of smart PSS by incorporating smart-enabled UX perspective. Hence, this paper proposes a framework of user experience-oriented smart service requirement (UXO-SSR) analysis for smart PSS development. At first, the relevant factors (e.g., user personas and activity journey) are integrated to conceptualize the UX in smart PSS context. Second, a four-phase model is proposed for identifying UXO-SSR, which can provide an effective tool for acquiring UX requirements of smart PSS from holistic perspective. Third, a novel asymmetric trapezium cloud-based uncertain linguistic BWM approach is developed to evaluate the priority of the identified UXO-SSRs. The approach can appropriately handle the hybrid uncertainties (i.e., hesitancy, fuzziness and randomness) of linguistic evaluation information, thereby improving the accuracy of evaluation results. Finally, a case study of smart sleep service system is presented to demonstrate the feasibility and reliability of the proposed framework.     

情景感知的P2P移动社交网络构造及发现算法

如何通过情景感知,获得用户的行为特征,从而自动发现潜在的社会关系,是移动社交网络重要的研究内容之一.该文提出了情景感知的移动P2P社交网络系统架构、聚合模型及发现算法,将用户的位置信息、环境特征、运动轨迹等引入到聚合算法中,智能地聚合成潜在的P2P社交网络,根据用户需求自主发现匹配的社会关系,避免了社交活动的盲目性和随意性.最后对该方案和算法进行了理论分析及实验验证,结果表明该文所提出的方案和算法具有较高的响应速度、准确率及用户满意度.     

How sustainable is smart PSS? An integrated evaluation approach based on rough BWM and TODIM

Smart Product-Service Systems (PSS) integrates smart products and e-services into a total solution with Information and Communication Technology (ICT). It is necessary to assess the Smart PSS from the perspective of sustainability in the early design phase to reduce potential failure to meet the environmental and social requirements in delivery stage. However, the existing PSS evaluation frameworks consider less about characteristics of digitalization and smartness. Moreover, the previous criteria weighting methods for PSS evaluation becomes time consuming and frustrating when comparing too many criteria to determine the weights for criteria. In addition, the existing PSS evaluation methods often omit decision makers’ bounded rationality and vagueness of judgements. To solve these problems, a novel method is proposed by integrating the merit of Best Worst Method (BWM) in reducing the decision makers’ burden of pairwise comparisons of criteria importance, the strengths of TODIM (an acronym in Portuguese of Interactive and Multi-Criteria Decision Making) in dealing with decision makers’ bounded rationality and the flexibility of Rough Set Theory (RST) in handling vagueness without prior information. Finally, a case study of sustainability evaluation for smart air-conditioner PSS is used to validate the effectiveness and efficiency of the proposed method.     

Requirement management for product-service systems: Status review and future trends

Many manufacturers today are striving to offer high value-added product-service systems (PSS) to their customers. Since the success of the PSS largely depends on the understanding and satisfying of different requirements, requirements management (RM) has become a critical factor in PSS development. However, PSS are mixed product-service offerings with features of heterogeneity, interaction, stakeholder participation and customization, which makes the PSS requirement difficult to be captured, analyzed, concretized and forecasted. Thus, this research analyzes the state of the art of requirements management for PSS by reviewing extensive literature of requirement identification, analysis, specification, and forecast. Based on the review, key challenges and future research directions are identified, and they are requirement elicitation considering interactions, hybrid PSS conflict detection and resolution, dynamic requirement forecasting with big data, smart requirement management and proactive response. This literature review lays the foundation for future research of PSS development.     

Measuring the functional dynamics of product-service system: A system dynamics approach

In the light of the prevailing trend towards product-service systems (PSSs), this paper focuses on the measurement of PSS functional performance. As a ‘dynamic’ system wherein various stakeholders achieve functional performance through long-term relationships in a complex value network, PSS functional performance requires a dynamic approach for measuring its effectiveness, an approach that is missing in the literature. This study aims to fill that void. Firstly, we address the concept of functional dynamics as a distinctive measure of PSS functionality with regard to functional performance and propose a five-phase analytic scheme of functional dynamics. Then, to measure the functional dynamics of PSS using the analytic scheme, a four-step procedure based on the system dynamics is suggested. As a representative method for measuring the long-term dynamics of a complex system, system dynamics is effectively employed to measure PSS’s functional dynamics comprehensively. To illustrate the proposed approach, a case study of a u-healthcare system is presented.     

Smart experience-oriented customer requirement analysis for smart product service system: A novel hesitant fuzzy linguistic cloud DEMATEL method

Smart product service system (PSS) has become an essential strategy to transform towards digital servitization for manufacturing companies. By leveraging smart capabilities, smart PSS aims to create superior user experience in a smart context. To develop a successful smart PSS, customer requirement management from smart experience perspective is necessary. However, it is a challenging task to identify and evaluate diverse, implicit and interrelated smart experience-oriented customer requirement (SEO-CR) in smart PSS context. Hence, this paper proposes an effective methodology to elicit and analyze SEO-CRs. At first, a generic, two-dimensional SEO-CR system is presented as a basis to derive the tailored SEO-CRs for various smart PSS applications. Second, a novel HFLC-DEMATEL (hesitant fuzzy linguistic cloud-based Decision-making and trial evaluation laboratory) method is proposed to accurately evaluate the priority and complicated interaction of SEO-CRs, considering the hesitancy, fuzziness and randomness under uncertain decision environment. Some new operations (e.g., cloud total-relation matrix and weight determination method) and a cloud influence relation map are developed to fully take advantage of cloud model in DEMATEL implementation. Finally, a real case of smart vehicle service system (SVSS) is presented. The 18 SEO-CRs of the SVSS are derived based on the generalized SEO-CRs. By using HFLC-DEMATEL, some important SEO-CRs in context of SVSS are identified, such as autonomous and convenience. The finding of results can help designers make proper decisions in design and development of SVSS with a superior smart experience. The effectiveness and reliability of the proposed method are validated by conducting some comparative analyses.     

Context-Aware Mixed Reality: A Learning-Based Framework for Semantic-Level Interaction

Mixed reality (MR) is a powerful interactive technology for new types of user experience. We present a semantic-based interactive MR framework that is beyond current geometry-based approaches, offering a step change in generating high-level context-aware interactions. Our key insight is that by building semantic understanding in MR, we can develop a system that not only greatly enhances user experience through object-specific behaviours, but also it paves the way for solving complex interaction design challenges. In this paper, our proposed framework generates semantic properties of the real-world environment through a dense scene reconstruction and deep image understanding scheme. We demonstrate our approach by developing a material-aware prototype system for context-aware physical interactions between the real and virtual objects. Quantitative and qualitative evaluation results show that the framework delivers accurate and consistent semantic information in an interactive MR environment, providing effective real-time semantic-level interactions.     

Edge-cloud orchestration driven industrial smart product-service systems solution design based on CPS and IIoT

The rapid booming of advanced information and communication technologies (ICT) has promoted an encouraging smart, connected product (SCP) market that further triggers the development of manufacturing towards the servitization proposition, viz. smart product-service systems (PSS). Smart PSS aims to provide a solution (product-service) with high satisfaction and less environmental influence by leveraging SCP as the media tool. Its solution design should not just focus on the physical world nor only be enabled by the cloud side, while the cyber world and the edge side must be included in the Industry 4.0. However, only few current researches investigate about the smart PSS, let alone an overall cyber-physical and edge-cloud discussion to support its solution design. In order to fill this gap, this work proposes an edge-cloud orchestration driven solution design based on the cyber-physical systems (CPS) and industrial Internet of Things (IIoT). To make our ideas concrete, a real-life milling process was conducted as an illustrative example. It is hoped that this study can furnish industrial enterprises with meaningful sights in the process of servitization and value co-creation.     

A methodological framework with rough-entropy-ELECTRE TRI to classify failure modes for co-implementation of smart PSS

Smart PSS (product-service system) has been transcending the scope of traditional PSS through ICTs (information and communication technologies). The co-implementation is a specific way of co-creation to generate value for customer and supplier in smart PSS. Meanwhile, the service failures in co-implementation can bring about service paradox. As such, three key research questions, including the construction of co-implementation of smart PSS, the extension of risk factors in FMECA and the category of identified failure modes, are put forward and conquered by a proposed methodological framework. First, in order to construct the co-implementation of smart PSS involving customer and supplier, the PCN (process-chain-network) diagram with direct interaction, surrogate interaction and independent handling is employed to reflect the nature of interaction. Second, since that the highly complexity of co-implementation of smart PSS can lead to more huge risk, an extended-FMECA (failure mode effect and criticality analysis) sheet is formulated by considering the adaptation of autonomy. Third, to handle the uncertainty of expert judgments more reasonably and determine the weights of risk factors without additional information, a hybrid approach integrating rough-entropy-ELECTRE TRI is proposed to classify failure modes into ordinal classes, so that decision-makers can swiftly access them. This proposed methodological framework also is illustrated by the co-implementation of smart fridge-service system, in which the feasibility and superiority are verified by analysing comparative results.     

A user requirement driven framework for collaborative design knowledge management

In today’s competitive global marketplace and knowledge-based economy, user requirement becomes an important input information for enterprises to develop new product and a critical factor to drive product collaborative design evolution. Meanwhile, there remains no consensus on how best to support knowledge activities and significant challenges to establishing design information management facing to rapid collaborative product development with dynamic user requirement. This paper introduces solutions for designer to deal with dynamic user requirement information through requirement evaluation and prediction method. In this study, we propose a user requirements-oriented knowledge management concept that is based on a four level hierarchy map model with special regard to knowledge collaboration and information communication. Furthermore, a novel distributed concurrent and interactive user requirement database was constructed, and the framework driven by user requirement was put forward to support collaborative design knowledge management. Finally, the service robot design project of a start-up company is used as a case study to explain the implementation of proposed framework.     

Evolutionary design framework for Smart PSS: Service engineering approach

Digital technology is transforming industry, economy, and society. Under this digitalization trend, a new concept of product and service offerings, Smart PSS has been introduced. While the Smart PSS concept aiming at data-driven innovation attracts more attentions, there are two major challenges in designing Smart PSS. First, available data from digital technologies are actually limited by technical, financial, and social reasons. Second, the context of applying Smart PSS dynamically changes, which makes designed Smart PSS unfit to the target situation. To overcome these challenges, we propose an evolutionary design framework for Smart PSS. Our approach is based on the service engineering research, which has been contributing to the design and development of PSS. The proposed framework consists of three conceptual spaces and three cycles. The main features of the framework were two design cycles; in-system and ex-system design cycle. In-system design cycle is a process of creating and applying human knowledge for making the most use of data collected by digital technologies. Ex-system design cycle is to adapt to dynamic changes in contexts of the applied Smart PSS. We examine how the proposed framework works for designing a Smart PSS, with a case study about the digitalization of a restaurant business.     

A framework for designing sensor-based interactions to promote exploration and reflection in play

Sensor-based interactions are increasingly being used in the design of user experiences, ranging from the activation of controls to the delivery of ‘context-aware’ information in the home. The benefits of doing so include the ability to deliver relevant information to people at appropriate times and to enable ‘hands-free’ control. A downside, however, is that sensor control often displaces user control, resulting in the user not knowing how to or being able to control aspects of a system. While this can be frustrating in many situations, it provides new opportunities for enhancing or augmenting various kinds of activities, where uncertainty can be exploited to good effect. We describe how we designed an adventure game for young children that incorporated a number of sensor-based interactions. We also present a preliminary conceptual framework intended to help designers and researchers develop novel user experiences using sensor-based interactions. A set of concepts are provided that characterize salient aspects of the user experience involved in sensing together with a discussion of the core properties of sensor technologies.     

InCloud: a cloud-based middleware for vehicular infotainment systems

Smart vehicles form pervasive environment to enhance user experience through multimedia enabled infotainment systems. In order to realize effective infotainment system for vehicles, we need to have context-aware applications that use latest (live) information for enhanced user experience. Such latest information is abundantly available on the Internet due to explosive growth of Web 3.0, which can be accessed through wireless communication infrastructures such as VANETs and LTE. In this paper we propose a cloud-based middleware framework, InCloud, for vehicular infotainment application development. The proposed framework follows service oriented architecture in which data filtering and fusion functionalities are delegated to the cloud. Data filtering and fusion reduce the data flow over wireless link. Furthermore, because most of the processing is done on the cloud, the client becomes lightweight and loosely coupled with Internet resources and underlying platforms in vehicles. We also propose a class-based fusion method for combining information from multiple resources on the Internet. The efficacy of the proposed framework is validated by developing three infotainment applications for vehicles: context-aware music, news, and an enhanced Direction (eDirection) application.

     

Bridging the Information Transfer Gap: Measuring Goodness of Information Fit

The ability to determine, a priori, how well an interface design meets the information needs of a user—that is, to ‘bridge the information transfer gap’—is a critical component of any intelligent interface design system. Yet most current approaches either sidestep the problem of computationally measuring ‘goodness of fit’ by compiling design knowledge into a set of pattern matching rules or, at best, use a very limited set of parameters in scoring. We describe a formal representation for capturing the information needs associated with user tasks and the information conveying capabilities of interface elements. A multifaceted scoring technique, using this representation, is presented for assessing a design's goodness of fit against current user requirements. The hallmarks of this approach are the explicit representation of the goals of good user interface design, evaluation of a proposed design against these goals and a computational approach to performing tradeoffs among these goals when incompatible. Finally, we report on the implementation and user acceptance of this design in an adaptive interface application for military attack/scout helicopters.     

A survey of smart product-service systems: Key aspects,challenges and future perspectives

The rapid development of information and communication technologies (ICT) has enabled the prevailing digital transformation (i.e. digitalization), where physical products can be readily digitized in the virtual space and seamlessly interconnected. Meanwhile, industries are ever increasingly adopting service business models (i.e. servitization), so as to offer not only physical products but also services as a solution bundle to meet individual customer needs. Such convergence of both digitalization and servitization (i.e. digital servitization) has triggered an emerging IT-driven business paradigm, smart product-service systems (Smart PSS). As a novel paradigm coined in 2014, to the authors’ knowledge, only 2 conference papers have provided some literature review to date, and many issues remain uncovered or not comprehensively investigated. Aiming to fill this gap, this paper has conducted a systematic review of Smart PSS or related papers published ever since its first brought up to date (30/06/2019), and selected 97 representative items together with other 37 supplementary works to summarize the tendency towards Smart PSS, its business and technical aspects, current challenges, and future perspectives. From the survey, it is found that several hybrid concerns are the key challenges faced, and self-adaptiveness with sustainability, advanced IT infrastructure, human-centric perspectives, and circular lifecycle management are the core future perspectives to explore. It is hoped that this work can attract more open discussions and provide useful insights to both academics and industries in their exploration and implementation of Smart PSS.