Research on a Service Touchpoint Design Model Driven by Smart Technology Based on Kano–Failure Modes and Effects Analysis
Jian Chen, Zhihan Li, Weiwei Wang, Yi Wang, Zhaoxuan He · 2024
Read Research on a Service Touchpoint Design Model Driven by Smart Technology Based on Kano–Failure Modes and Effects Analysis by Jian Chen, Zhihan Li, Weiwei Wang, Yi Wang, Zhaoxuan He (2024) in the Tower of Babel, a free online library of public-domain works preserved in clean, searchable text. No sign-up. The full text is served as a plain-text file at a predictable URL, where text is present: https://antarctic-labs.com/tower-of-babel/pmc-11645028.txt.
Description
Jian Chen and co-authors (2024) propose a systematic model for designing the service touchpoints of smart products. A touchpoint is every moment where a user meets the product, from first intention to final judgment. Older design methods lean on user research alone and can miss what users truly need. The result is extra mental load and poorer experience. The authors' BEDFITA model starts from user behavior and walks through seven stages, ending with failure risk analysis.
Two established tools plug into the pipeline. The Kano model sorts user needs during the requirement stage, sharpening the design targets. Failure modes and effects analysis then grades the risks of the finished design. A smart desk case study tests the whole flow. The authors report that the model produced a design matching user needs with checked reliability. They present BEDFITA as a fuller route from behavior to robust service design.
Catalog record
| CREATOR | Jian Chen, Zhihan Li, Weiwei Wang, Yi Wang, Zhaoxuan He |
|---|---|
| YEAR | 2024 |
| COLLECTION | PAPERS |
| FORMAT | TXT |
| FILE SIZE | 43 KB |
| VERSION | 1.0 |
| LICENSE | CC BY 4.0 |
| RIGHTS | CC BY |
| SOURCE | Europe PMC |