Applying theory of inventive problem solving to develop product-service system

Abstract

Useful and innovative service design can increase organization competitiveness and consumer satisfaction. The problems facing consumers in the original open-shelf cosmetics service model includes the following issues: 1. Insufficient information on beauty goods for customers to make decisions, 2. Self-trial of products is needed but not easy to judge the quality of products, 3. It's hard to determine what's the reasonable price of the value of products, 4. To refund is full of trouble and difficulty. This study investigates the case of CSD company, applying the TRIZ (Theory of Inventive Problem Solving) to develop an innovative product-service system (PSS) for the brick cosmetic retail industry in order to enhance the customer experience and bring the crowd from online to offline. Analysis results find six TRIZ innovative principles, which are 10-prior action, 11-beforehand cushioning, 28-mechanics substitution, 32-color changes, 34-discarding and recovering, 35-parameter changes. These principles raise the conclusions and design implications for the case company.