Characteristics of Smart PSSs: Design Considerations for Value Creation

Abstract

This article draws the attention of design academics and practitioners to a new type of market offering: Smart Product-Service Systems (Smart PSSs). Smart PSSs integrate smart products and e-services into single solutions, bringing the potential to create innovative interactions between consumers and providers. The article outlines six defining characteristics of Smart PSSs: Consumer empowerment, individualization of services, community feeling, service involvement, product ownership and individual/shared experience. Furthermore, the article discusses the implications for designers and design managers who are confronted with the creation of Smart PSSs. Our findings add to the discussion on what special design considerations must be taken when integrating products and services. Specially, knowledge is provided that can aid designers in the creation of Smart PSSs that bring the appropriate value and experience to consumers.