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首页> 外文期刊>Journal of Engineering Design >Development of an extended Kansei engineering method to incorporate experience requirements in product-service system design
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Development of an extended Kansei engineering method to incorporate experience requirements in product-service system design

机译：开发扩展的Kansei工程方法以将经验要求纳入产品服务系统设计中

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摘要

The customer experience is important for adding value to firms' offerings but two challenges arise: the customer experience is increasingly created through interactions with product-service systems (PSSs) and it is formed through all moments of interaction with multiple firms. Incorporating customer experience requirements (ERs) into the design of PSSs is therefore a complex task. To address this challenge, this paper presents an extension of the Kansei engineering method consisting of two components. First, the extension includes an in-depth study of the customer experience from a holistic perspective that informs the design process. Second, it involves the active participation of multidisciplinary experts from the different partner companies that together enable the PSS offering. An application of this new extension is presented for mid-distance bus trips, involving passengers, a vehicle manufacturing and a transport provider company. The research followed design-science guidelines using an action research approach to develop new public transportation PSS concepts by involving a multidisciplinary design team. The customer experience study enables the team adequately incorporate ERs along the development process, and the joint work of the intercompany team of experts enables integration of the different PSS elements into a solution that enhances the travel experience from a holistic perspective.
机译：客户体验对于增加公司产品的价值很重要，但是出现了两个挑战：通过与产品服务系统（PSS）的交互越来越多地创造客户体验，并且在与多家公司互动的所有时刻形成了客户体验。因此，将客户体验要求（ER）纳入PSS的设计是一项复杂的任务。为了解决这一挑战，本文介绍了由两个部分组成的Kansei工程方法的扩展。首先，扩展包括从整体角度深入研究客户体验，从而为设计过程提供信息。其次，它涉及来自不同合作伙伴公司的多学科专家的积极参与，共同使PSS产品成为可能。提出了此新扩展程序的应用程序，适用于中途公共汽车旅行，涉及乘客，车辆制造和运输提供商公司。该研究遵循设计科学准则，采用行动研究方法，由多学科设计团队参与开发新的公共交通PSS概念。客户体验研究使团队能够在开发过程中充分纳入ER，并且公司间专家团队的共同工作使不同PSS元素集成到解决方案中，从整体角度增强了旅行体验。

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