基于用户体验的产品服务系统再设计模块识别

Identification for product service system redesign modules based on user experience

为了研究产品服务系统再设计模块确定的问题,借鉴故障模式与影响分析工具,提出基于用户体验的产品服务系统再设计模块识别方法。以故障链为风险评估对象,用风险优先系数评判产品服务系统模块对用户体验水平的降低程度,并重新定义了风险因子在产品服务系统中的含义。首先采用基本权重与改进权重的合成计算用户体验与体验维度的关系矩阵:采用基于粗糙集的权重确定方法计算其基本权重,采用最大偏差法计算竞争性权重并综合体验水平的当前表现,调整得到改进权重;以风险优先系数衡量体验维度与系统模块之间的关系,建立了体验降低风险模型,在再设计成本约束下求得需要再设计的产品服务系统模块组合。以起重机产品服务系统再设计模块的确定为例验证了所提方法的可行性。

With Failure Mode and Effects Analysis（FMEA）,an approach of identifying Product Service System（PSS）redesign modules based on user experience was proposed.By taking Failure Chain（FC）as the risk assessment object,Values of Risk Priority Number（RPN）was calculated to judge the decrease degree of PPS on user experience level,and risk factors were redefined in PSS.Basic Weight（BW）integrated with Improved Weight（IW）was presented to obtain the relationship between user experience and experience dimensions.BW was calculated with the importance application of Rough Set（RS）,and Competitive Weight（CW）based on Maximal Deviation Approach（MDA）was presented to integrate with the current performance of experience to acquire IW.The relationship between experience dimensions and PSS modules was measured with RPN,Thus the Experience Reduction Risk Model（ERRM）was acquired.Under the redesign cost constraint,the optimal PSS redesign modules combination was obtained.A crane PSS case study was carried out to demonstrate the feasibility of proposed approach.