Products are no longer just products, Services not only services. Take Océ; once they used to sell printers.. and now they ‘support document management across different departments.’ Exact, well known for its Financial and Administrative software, now produces business service systems for SMEs, enabling them to integrally support and manage their business, including relationship management.
This type of thinking requires new design and development structures, moving people out of their traditional compartments, meeting the needs of an often diverse and evolving group of end-users. Product Service Systems (PSS) are designed in highly dynamic network environments, mixing people and parties, models, interests and goals.
What questions were answered?
Teams from TU Delft, the Design Academy Eindhoven and Industry partners were working together to answer the questions:
What are the demands that networks of users impose on providers of PSS?
How can the provider cope with the organizational changes needed?
In which way can networks of Creative industries facilitate this process?
What have the teams achieved?
A Framework and Toolset that will help design-partners better understand the needs, values and ambitions of end-users in their networks. Together they have formulated a shared vision for a PSS proposition, leading to a documented, context-driven PSS concept.
Timeframe and communication:
PSS 101 startedin 2011 and finished in 2015. Throughout the project, we have communicate information and results via this website, Master Classes, and Workshops. We have organized an annual event for the creative industries, and integrated our findings into educational programmes.
Who was involved?
Scientific partners: Delft University of Technology and the Design Academy Eindhoven;
Creative and Industry partners: STBY, 4C-MG, Exact, Oce industries and Zuidzorg
Dr. Ingrid Mulder, Delft University of Technology
Prof. Dr. Pieter Jan Stappers, Delft University of Technology
- The thesis "Tools for Proximity" presents a toolkit that supports the interaction between strategic designers and senior decision makers. It aims to establish cognitive proximity (i.e. shared understanding, overlap in mental models) between these actors in networked innovation. Results show how (embodied) metaphors help coordinate the alignment and shaping of mental models.
- YPhone is a prototype of a tool for office workers to experience Generation Y interaction qualities in their work contexts. It is a device that can be placed on a work desk, employing a clean, neutral and inviting style of industrial design. It is built up from three structural components: 1) an earphone and a surface on which the user interacts directly, 2) a technical unit in the phone containing all the technical components and 3) a construction holding the interface and the components. YPhone is controlled by a (laptop) computer, which connects all the components and runs software for the user-phone interactions.
- Together with the partner company Océ, A Canon company, the main research question was the role the creative industries can play in determining new applications of 2.5D printing. As an outcome, together with the research team, Karianne Rygh have developed ‘Super-Maker’, a workshop methodology to better connect a new technology to the client or end user operating it, as a means to also create a more participatory stakeholder network.
- The Value Pursuit tool is a game board that can be used in workshops to clarify how stakeholders in a specific PSS can be of value to one another, and which thereby helps identify shared goals within the project. On the Value Pursuit board, each participant must write down their contributory value and what challenges they face. Their potential value is then connected to other partners’ challenges. These connections are counted and represented by playing pieces on a second game board (resembling a radar) which visualises how much each partner gains and contributes to a network. For a network to thrive and trust to be maintained between network partners, these playing pieces should be aligned as much as possible – how much people gain from a network has to be balanced against their contributions.
- The Networked Collaboration Canvas is a tool that helps designers in (in workshops with their clients) to get a clear overview of all translations of the design(research) outcomes in a PSS development process. This helps design to anticipate (and facilitate) interactions with the design outcomes (e.g. user insights, concepts, prototypes) of all stakeholders from the very beginning to the end (when design is not involved any longer) of the development process.