Research on a Service Touchpoint Design Model Driven by Smart Technology Based on Kano-Failure Modes and Effects...

Area of Science:

• Human-Computer Interaction
• Product Design
• Service Engineering

Background:

• Smart technology integration increases complexity in product service touchpoint design.
• Current methods lack a systematic approach, leading to misaligned user needs and poor product experience.
• Issues include increased cognitive load, diminished user experience, and lower product evaluations.

Purpose of the Study:

• Propose a systematic service touchpoint design model, BEDFITA, to address limitations in existing methods.
• Enhance product-service design by ensuring alignment with user needs, behavior, and emotions.
• Validate the model's effectiveness through a case study on smart desk design.

Main Methods:

• The BEDFITA model integrates user behavior understanding, emotion recording, need matching, function design, interaction planning, touchpoint design, and failure risk analysis.
• Employs the Kano model for precise user requirement identification.
• Utilizes Failure Mode and Effects Analysis (FMEA) for accurate failure risk assessment.

Main Results:

• The BEDFITA model provides a structured and systematic approach to service touchpoint design.
• Integration of Kano model and FMEA ensures designs meet user needs with reliability and robustness.
• Case study validated the model's feasibility and effectiveness in smart product design.

Conclusions:

• The BEDFITA model offers a comprehensive framework for designing effective product service touchpoints.
• Systematic integration of user-centric methods and risk analysis leads to improved user experience and product evaluation.
• The model is applicable to complex smart products, ensuring user satisfaction and design robustness.