Supporting Technical Customer Service Processes: A Design-Centered Approach

Services gain importance when it comes to overall revenue structures of industrial companies. Product-Service Systems (PSS) are seen as a way to di-versify from competition and establish a unique selling proposition. Services being on the rise - service productivity becomes vital. With a design-centered approach requirements such as information needs of technical customer service are iteratively transferred into a prototype of a mobile support system for technical service staff. In order to ensure efficiency, effectiveness, usefulness and utility of the artefact several evaluation methods are applied within iterative design cycles.