Customized and knowledge-centric service design model integrating case-based reasoning and TRIZ

Abstract Aiming at accelerating customized innovative service design, a novel knowledge-centric innovative service design (KISD) model is proposed through integrating memory-oriented-method case-based reasoning (CBR) and non-memory-oriented-method theory of inventive problem solving (TRIZ) to generate abundant ideas efficiently. Based on KISD, three key design approach phases are integrated: domain requirement acquisition (DRA), knowledge-centric resolution generation (KRG), and customized design knowledge-reasoning (CDK) phases. In the DRA phase, customer knowledge hierarchy is adopted to elicit customer requirements. In the KRG phase, CBR and TRIZ contradiction analysis are conducted and innovation principles are generated for constructing a functional knowledge hierarchy. In the CDK phase, quality function deployment analysis is conducted to evaluate and determine suitable new service functions. The case study of designing and developing a new shopping navigation service system for a shopping mall are presented to demonstrate the approach in practice. An empirical verification is conducted to verify the feasibility of the proposed approach and the satisfaction of the service.