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A systematic approach to service design plays a crucial role in the effective development of new services. This research develops a conceptual service-design framework called design-oriented systematic inventive thinking (DSIT), a new, generalized service design approach that can be applied in the context of different, specific problems. It divides real-world design scenarios into four dimensions, and then provides an appropriate, integrated service-design approach based on TRIZ. Four types of service-design approach have been suggested, conceptualized as “Human-independent service engineering”, “Problem-clarified service engineering”, “Solution-converged service engineering”, and “Designing for service”. In these four dimensions, three phases including the problem definition phase (PD), the problem resolution phase (PR), and the solution evaluation phase (SE) are linked to the respective service-design methods, which are based on TRIZ, combined with non-TRIZ service-design methods. Using a multi-dimensional framework to depict these service design approaches for different businesses, four new service systems were designed for case companies, in order to verify the proposed service-design approaches. Using human-independent service engineering, an intelligent recommendation system for customer complaints is designed and analyzed. Using problem-clarified service engineering, the Geo-social meal service is analyzed and designed. Using solution-converged service engineering, the smart parking service is analyzed and designed. By designing for service, a cloud-based interoperable meal ordering service is analyzed and designed. Thus, the proposed DSIT approach has compatibility to gain the benefit of the characteristic of different approach. It also has extensiveness that can include other TRIZ and non-TRIZ service-design methods to develop new services.
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