Product Smartness and Functions of Smart Home Product Service Systems: Kano Model Approach


A smart house is a residence integrated with smart technology designed to provide users customized services. Smart technologies offer functions like comfort, monitoring, health-related benefits, consulting, assisting and supporting the residents, which may improve the quality of life and encourage independent living. This paper aims to identify the potential for user satisfaction and dissatisfaction with functions and product smartness qualities of smart home product service systems (SH-PSS). We employ sequential processes to develop the Kano Model, and we begin by defining 12 characteristics reflecting future SH-PSS enhancement recommendations. These characteristics are divided into two themes; functions of SH-PSS and product smartness. The characteristics that define a product as smart are independent, adaptive, reactive, multi-functional, ability to cooperate, humanlike interaction, and personality. All the qualities express various design elements of SH-PSS, and hence it becomes necessary to define each of them. The Kano questionnaire was designed using functional and dysfunctional questions for each characteristic. The relevant survey was performed with SH-PSS users in the Indian context. The responses of respondents are evaluated using the Kano evaluation table. User satisfaction and dissatisfaction are calculated. To summarize, our results findings show which characteristics fall into the category of attractive, one-dimensional, must-be, reverse, indifferent, or questionable.


Leeladhar Ganvir
Student, PhD Research Scholar, Indian Institute of Technology Guwahati, Assam , India


Presentation Type

Paper Presentation in a Themed Session


Design Management and Professional Practice


SH-PSS, Kano Model, Smart Home Functions, Product Smartness

Digital Media

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