The Research On Product Service System Design For After-sale Installation Of Water Purifier

In recent years,the water purifier industry has the characteristics of serious homogeneity of products,and the market competition between brands has become increasingly fierce,leading to a gradual change in the focus of competition from products to after-sales services.After-sales installation is the initial stage of after-sales service.The quality of after-sales installation is not only related to the daily use of the product,but also affects the user's intuitive perception of the brand and service.Therefore,through the theory and method of product service system design,this topic analyzes the status quo of the water purifier after-sales installation service,summarizes the problems and requirements,and systematically optimizes the design process of the after-sales installation service.First of all,through the observation and research on the process of the water purifier after-sales installation service,the author summarized the specific steps of the service process,and carried out detailed combing of the stakeholders' behavioral activities,product elements and service elements in the process,through the service blueprint method.Analyze the behavioral interactions among stakeholders.Then,through in-depth interviews with stakeholders,the existing scenes and problems in the installation of water purifiers after-sales service were excavated to summarize the specific needs and value propositions of stakeholders.Secondly,based on the analysis of the field survey data,PSS design and construction was carried out based on Professor Yong Se Kim's product service system design method and process.Firstly,the core requirements and value proposition are determined through E3 value analysis.Then,after-sales installation service activities are designed based on the context,and the service function is reconstructed.Finally,a product service system for the water purifier after-sale installation is established by modifying the service blueprint.And show the interactive relationship between service functions and stakeholder activities.The product service system provided by the author can meet the multi-level needs of stakeholders.Through the design of information systems and new activities,the efficiency of appointment booking and the flexibility of appointment time are improved;the related product design during the implementation process of installation is improved.Enhance the efficiency of installation services and user experience,and adapt to a more diverse product installation environment.In the end,the author designed the concept of interaction between stakeholder booking and installation implementation,combined product elements and service elements,and solved the core needs and value proposition of stakeholders through specific design practices.This project is a follow-up study of China's Postdoctoral Fellowship Funding Project(2015)"Construction of TSX Study on "Internet +" Product Service System" to explore the practical effect of the combination of the product service system and the overall user experience.At the same time,the research of water purifier after-sales installation service case is scalable,and it also has guiding significance for the design of product service system for other home appliance after-sales installation.