Design of Smart Home Appliance Service System Driven by User Value

LYU Jiefeng; JIANG Jie; ZHANG Li; TANG Mengying; SIU Kin Wai Michael

doi:10.19554/j.cnki.1001-3563.2026.08.011

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Packaging Engineering ›› 2026, Vol. 47 ›› Issue (8) : 124-140. DOI: 10.19554/j.cnki.1001-3563.2026.08.011

Industrial Design

Design of Smart Home Appliance Service System Driven by User Value

LYU Jiefeng¹, JIANG Jie^1,2, ZHANG Li¹, TANG Mengying¹, SIU Kin Wai Michael^2*

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Abstract

To address limitations in user experience and value delivery in existing smart home appliance service systems, the work aims to propose a user value driven design method and process to enhance users' perceived value for smart home appliances. Grounded in user value theory and the smart product service system (Smart PSS) design perspective, literature review and case study methods were employed to analyze characteristics and issues in existing service systems, and then a design framework together with a user value dimension model was constructed for the smart appliance service system. On this basis, a design process was established, including service touchpoint identification, touchpoint classification, touchpoint failure analysis, and touchpoint optimization. The proposed process was applied to the service system design of a floor scrubber, and its effectiveness was evaluated through the service touchpoint evaluation approach. The results indicated that the proposed design process and method improved user value and user satisfaction effectively. Overall, the user value driven design process and method for the smart appliance service system can effectively mitigate value deficiency and experience homogenization in current systems, offering both theoretical support and an actionable path for service system innovation in the smart home appliance domain.

Key words

user value / smart home appliance design / service system design

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LYU Jiefeng, JIANG Jie, ZHANG Li, TANG Mengying, SIU Kin Wai Michael. Design of Smart Home Appliance Service System Driven by User Value[J]. Packaging Engineering. 2026, 47(8): 124-140 https://doi.org/10.19554/j.cnki.1001-3563.2026.08.011

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