Proposal of an Inclusive User-centered Smart PSS Scenario and Integrated Platform using Service Blueprints: The Disabled and the Elderly

Abstract

Background The technological evolution of the Fourth Industrial Revolution and acceleration of digital transformation can provide innovative products or services, but it can cause social inequality for the disabled and the elderly who are classified as weak in the community. The purpose of this study is to develop smart product-service system (Smart PSS) solutions based on the needs of the disabled and the elderly and for their practical use. To propose an inclusive integrated platform, we integrate Smart PSS into a major area of life. Methods Based on the literature review, the expanded living area of the disabled and the elderly was established, and we developed the main themes of Smart PSS. This was derived from analyzing Smart PSS cases for the disabled and the elderly with a perspective of consumers. In addition, a proto-research persona was established by deriving a persona variable related to the use of Smart PSS. Based on the main themes and persona of Smart PSS, in-depth interviews with consumers and persons concerned were conducted to derive core needs and service development directions for each persona. Conducting in-depth interviews with information and communications technology(ICT) and policy experts to develop Smart PSS solutions was considered feasible. Results The results of this study are divided into two main categories. First, developing Smart PSS solutions were derived by the needs for each persona of the physically disabled, deaf, blind, and elderly, and based on this, we proposed a scenario that embodies the solution utilization process. Second, we integrated service functions that can be connected and integrated on a scenariobased basis, and we derived four inclusive integrated platforms according to the purpose, function, and utilization space of the solution, which was presented as 'Smart Home Integration Platform', 'Healthcare Integration Platform', 'Mobility Integration Platform', and 'Communication Integration Platform'. Specifically, we proposed a service blueprint framework suitable for smart PSS modeling, and through this, we visualized and designed each platform with a blueprint. Conclusions This study is meaningful in that it develops a Smart PSS solution based on the core needs of the disabled and the elderly and proposes an inclusive integrated platform by integrating it based on scenarios. Through this, we are able to propose criteria for basic service functions and standards for inclusive values. In addition, we develop a blueprint framework for Smart PSS that visualizes data flow based on touchpoint connections. Based on this, we visually design an integrated platform from a user-centered perspective. This perspective is expected to provide service providers with insights and practical service development process and structure for new platforms or systems