A user-centric smart product-service system development approach: A case study on medication management for the elderly

Abstract With the advancement in Internet implementations, computational intelligence and network technologies, smart product-service system (SPSS) has become an important research area. A lot of research effort has been devoted to construct the conceptual framework, identify the important elements and evaluate the effectiveness of SPSS. However, there is still no SPSS development approach from user-centric perspective. Therefore, this article aims to provide a novel understanding of user-centric SPSS (UC-SPSS), outline the conceptual framework of UC-SPSS and contribute a UC-SPSS development approach. Specifically, a multimodal user analysis module with S-E-T (society-economy-technology) analysis, user behavioral analysis and user segmentation is deployed. According to the user needs identified, a provider identification and integration network is established in the dimensions of material, data and value flows. Jointly considering the user needs and provider capability, the BCE (benefit-cost-expectation) model and Product Function Architecture are applied to assist in the realization of the smart, connected service. To illustrate, a UC-SPSS on medication management for the elderly was developed, and it has been evaluated from user experience and sustainable value aspects. The results showed that the developed medication service is interesting and helpful for the elderly to take their medication. However, the service is not simple enough, especially in data visualization. In terms of sustainable value, the developed service can achieve better performance in economic, material and energy costs, and can support the further regulation of medical industry. Based on the case illustration, the proposed approach appears effective to help with SPSS development.