The student Hien Nguyen Ngoc obtained an OUTSTANDING CUM LAUDE qualification
The student Hien Nguyen Ngoc obtained an OUTSTANDING CUM LAUDE qualification
The student Hien Nguyen Ngoc obtained an OUTSTANDING CUM LAUDE qualification
Thesis title: Human-centred design for advanced services: A multidimensional design methodology
Court:
- Chairmanship: Iván Lidón López (Universidad de Zaragoza)
- Vocal: Anu Norrgrann (University of Vaasa)
- Vocal: Iban Lizarralde Madina (ESTIA)
- Vocal: Iker Legarda Gabiria (Mondragon Unibertsitatea)
- Secretary: Felix Larrinaga Barrenechea (Mondragon Unibertsitatea)
Abstract:
Today, product-oriented companies are discovering new value creation methods that enable them to increase customer satisfaction, market share and competitiveness for improved economic returns and sustainability. New value creation can be achieved with new business models that help these companies to extend their services by means of their product-service systems (PSS), that is, systems representing bundles of products and services. This transition scenario is called servitization where advanced services, which are a special case of PSS, offer feature risk and revenue sharing agreements with customers over the life cycle of the service.
In order to design for these advanced services, a structural human-centred design (HCD) methodology is required to reflect the life-cycle service design, central roles of human actors and then enable effective service delivery. In literature; however, human factors are not often addressed, even though the design of advanced services requires human-centred thinking. Moreover, a wide array of studies in design methodologies for advanced services has been created and published, but they are subsequently disconnected from others. These existing methodologies are limited to partially and/or individually addressing one or some key design elements, e.g., life-cycle service design, or involvement of stakeholder networks, hence causing confusion in practice and resulting in an ineffective implementation leading to a âservice paradoxâ. As an effect, the application of these studies in industry and research alike is not continuously adopted while the network of studies is scattered and diffused without a comprehensive accumulating structure.
To advance the body of research, this thesis aims to (i) identify key design elements of an effective HCD methodology for advanced services, and (ii) develop a conceptual multidimensional design methodology, called DIMAND for short, that incorporates the identified key design elements and their relations in a single-view structure in accordance with a human-centric approach. The first aim is addressed through a systematic literature review of case studies in HCD in industry 4.0, revealing key design elements as success design factors of an effective HCD methodology. Based on the findings, DIMAND was conceptually developed through systematic reviews and structured analysis of existing design methodologies, as well as an elicitation of expert knowledge in the domain through the analytical hierarchy process (AHP). Specifically, DIMAND encapsulates the (i) life-cycle service design interrelated with other key design elementsâ(ii) stakeholder networks, (iii) new service development methods, and (iv) design skillsâthat must be considered to develop effective advanced service design.
As a result, this thesis presents DIMAND in accordance with HCD for advanced services, offering a novel and holistic guideline for design practitioners and engineers to obtain coherence in all the life-cycle design processes. During the life-cycle service design, DIMAND takes simultaneously the key design elements and their relations into account, making the design of advanced services more practical. Finally, this thesis concludes with future research agenda.