Smart service systems leverage ubiquitous computing capabilities, connectivity, data storage, analytics, and a variety of types of sensors to provide value co-creation for intended users and the organizations making these systems available. Smart service systems have ability to learn and improve available services during useful system life. Value co-creation comes from monitoring, optimizing remote control and autonomous adaptation of products to transform traditional services into smart service systems. A systems approach to design considers multiple disciplines and can provide insight into design and management of smart services. The articles in this Special Issue were included due to their emphasis on design of smart service systems for effective human interaction.
Smart service systems consist of a variety of configurations, people, organizations, technologies, and information. Customer experience suggests that a multidisciplinary perspective is valuable. This special issue emphasizes articles that characterize specific aspects of smart service system innovation. In modern times, these systems can learn, adapt and make decisions directly, or support decision making. The special issue begins with an article by Zhang, Tian, and co-authors reporting an assessment with measurement and evaluation of the influence of smart driver alerts on comfort. Developers must understand the human element and human–technology interaction aspects to achieve system goals better. In the next article by Liu, Guo, and co-authors, the development, application, and new opportunities for collaborative robots are considered in manufacturing. In another article by Demirel and co-authors, human-centered generative design framework gives context to support smart concept creation and evaluation. Various sensors and measures can assist in providing feedback to system developers. The trend toward simplicity in user interface design is considered by Liu, Cao, and co-authors from a psychophysiological perspective. Bolton and co-authors share results of an experiment considering the effect of interruptions under various workloads.
Data must be analyzed and interpreted by algorithms and people for value co-creation on behalf of the organizations providing the smart system and the service recipient. Hasan and co-authors provide design recommendations for a smartphone-based point-of-care tool in a rural setting. FakhrHosseini and co-authors provide a review of technology adoption models supporting decisions about intelligent environments, including challenges and prospects for the future. However, it has been recognized that many “start-ups” fail due to shortcomings of the interface and other human–computer interaction deficiencies. The article by Lee, Park, and Han emphasizes factors associated with intention for sustainable use in smart fitness applications. Neural mechanisms of subconscious evaluation of mobile interfaces in smart apps are also considered by Wang, Guo, and Li. Value co-creation requires insight into the business aspects and the service recipient needs the developers to understand a broad set of human capabilities, limitations, and potential range of emotional responses. Influences on perception are then considered by Chen and co-authors. Throughout the special issue, smart service systems characteristics are emphasized.
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Vincent G. Duffy
Vincent G. Duffy is a full professor of Industrial Engineering and Agricultural & Biological Engineering at Purdue University. His research interests include human factors, human-computer interaction, digital human modeling, safety engineering, work methods and ergonomics.