Research on a Service Touchpoint Design Model Driven by Smart Technology Based on Kano–Failure Modes and Effects Analysis DOI Creative Commons
Jian Chen, Zhihan Li, Weiwei Wang

и другие.

Sensors, Год журнала: 2024, Номер 24(23), С. 7854 - 7854

Опубликована: Дек. 9, 2024

With the development of smart technology and increasing variety everyday products, factors influencing product service touchpoint design have become more diverse complex. Existing methods models often focus narrowly on user research, co-design, risk analyses, lacking a systematic approach. Consequently, they struggle to deliver solutions that align with needs. This misalignment may result in issues such as increased cognitive load during use, diminished experience, lower evaluations product. In response, this paper proposes model, "BEDFITA" model. It starts behavior follows structured, process includes understanding behavior, recording emotions, matching needs, designing functions, planning interaction experiences, touchpoints, analyzing failure risks. The Kano model is employed requirement identification phase provide precise parameters, while FMEA analysis generate accurate assessments. ensures final meets needs offers reliability robustness. Finally, feasibility effectiveness proposed are validated through case study desk.

Язык: Английский

Research on a Service Touchpoint Design Model Driven by Smart Technology Based on Kano–Failure Modes and Effects Analysis DOI Creative Commons
Jian Chen, Zhihan Li, Weiwei Wang

и другие.

Sensors, Год журнала: 2024, Номер 24(23), С. 7854 - 7854

Опубликована: Дек. 9, 2024

With the development of smart technology and increasing variety everyday products, factors influencing product service touchpoint design have become more diverse complex. Existing methods models often focus narrowly on user research, co-design, risk analyses, lacking a systematic approach. Consequently, they struggle to deliver solutions that align with needs. This misalignment may result in issues such as increased cognitive load during use, diminished experience, lower evaluations product. In response, this paper proposes model, "BEDFITA" model. It starts behavior follows structured, process includes understanding behavior, recording emotions, matching needs, designing functions, planning interaction experiences, touchpoints, analyzing failure risks. The Kano model is employed requirement identification phase provide precise parameters, while FMEA analysis generate accurate assessments. ensures final meets needs offers reliability robustness. Finally, feasibility effectiveness proposed are validated through case study desk.

Язык: Английский

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