The experience of product service systems

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.