Modularized design-oriented systematic inventive thinking approach supporting collaborative service innovations

The rapid evolution of new service systems raises crucial challenges for service design and requires effective methods. This study depicts a conceptual service design framework, called design-oriented systematic inventive thinking (DSIT) approach, which can be applied in different problem contexts. DSIT is presented as a new systematic and collaborative intelligence approach for creating and evaluating complex service systems using multi-criteria data analytics. DSIT synthesizes the current field of TRIZ service-design knowledge system and the emerging area of non-TRIZ service-design knowledge system. DSIT enables integrated development of service offerings at four dimensions and provides the matching integrated service design approach for each dimension. Four types of service design approaches are conceptualized as “human-independent service engineering,” “problem-clarified service engineering,” “solution-converged service engineering,” and “designing for service.” A new service computer-aided design system (service CAD) named DSIT explorer is developed consisting of customization, compatibility, and extensiveness of DSIT modules. A pervasive and smart collaborative service system (i.e., the smart MOS burger service solution) designed using DSIT explorer is illustrated. DSIT is a holistic, interdisciplinary, and collaborative service design concept, which is incorporated into a collaborative and intelligent service CAD framework to enable systematic inventive thinking throughout phases of service design lifecycle from problem definition, problem resolution, to solution evaluation.