A TRIZ-inspired knowledge-driven approach for user-centric smart product-service system: A case study on intelligent test tube rack design

With the advancement of information and communication technologies, smart product-service system (PSS) has attracted increasing research attention to integrate diverse providers/stakeholders and deliver value-added services. Many studies have thusly been conducted to design and develop the smart PSS, while i) how to identify multi-source requirements through reviewing the entire service interaction cycle, ii) how to define and deduce the innovative smart connected products (SCPs) features under contradictory interests, and iii) how to specify the functional and data service configuration solutions are still unclear. To tackle these problems, a knowledge-driven approach was introduced to better organize the multi-source design knowledge and deduce service recommendations for personalized user demands. Specifically, a user journey map-based method was proposed for knowledge elicitation of the specific user demands. To organize the user knowledge for better understanding, hierarchical personalized user requirements (PURs) analytics were proposed to quantitively transfer PURs into proper design engineering parameters. To inspire the problem-solving logic for design solution generation, TRIZ inventive principles were retrieved and referred to. With the generated design concept, the service logic diagrams were structured to define the personalized service content of SCPs. Having the service logic and SCPs, the overall service network of the user-centric smart PSS can be outlined. The proposed approach was demonstrated and validated in the digital health area via a case study on smart test tube rack (STTR) design, and it was validated from an economic feasibility perspective. It showed that the STTR was promising to reduce manual work, improve the nurses' performance, and enhance patients’ medical experience. Furthermore, it was suggested that the proposed approach can effectively guide the innovative SCPs creation in a straightforward and instructive manner, and is promising to process the service solution deduction and improve the efficiency of service creation in real practice.