Service element level customization for product-service systems using context-based activity modeling

Product-Service Systems (PSS) can offer diverse values for customers in service-dominant manners to suit for various needs and wants of customers. A typical PSS would be composed of many service units, which are then comprised with several service elements in each unit. Each service element takes a service function and multiple activities of relevant stakeholders. Product elements are to be designed for each service element so that activities of relevant stakeholders are properly supported by affordance features of the product elements. Inclusion of a certain service unit in PSS or not would be related with business model level variation of PSS concepts. Once service units of a PSS are fixed, variations of PSS concepts can be made at the level of service elements. We propose a PSS customization method that the context elements of activities facilitate effective customization at service element level. An example of service element level customization is illustrated with the PSS case of Make-up Room Service where some make-up service elements and associated product elements are tailored to a few different contexts reflecting customer needs. Keywords: Product-service systems, service design, customization, contexts, experience design.