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J. Tao and S. Yu
Fig. 5.5 Modular product concept
Technology creditability is identified as the major influencer on purchase decision,
as it is closely related to the value of social responsibility and reputation of healthcare
facilities. Technology credibility is also important to business, as it is directly linked
to the competiveness of the exoskeleton in the market, and therefore the profitability
of the business.
The simplified QFD process is carried out for generation of product and service
solutions. The full QFD matrix is not be presented in this paper due to length limit.
The product concepts are generated based on reference product, such as Armeo and
Lokomat of Hocoma (see Fig. 5.5). Given the emphasis of this study being service
design, more explanation of the service plan generation is presented as followed
(Fig. 5.6).
The pre-sale, after-sale/in-use, and end-of-life service solutions are proposed to
maximize the value delivery to stakeholders. The certification inquiry and pre-sale
consultation services are propose to address customers’ concerns on rehabilitative
exoskeleton technology. Such services are also beneficial to brand building and
marketing. The customized configuration service is proposed for better adaptability
to exercise needs in different stages, as well as expansion of device price range. The
financial leasing service is proposed to address the economic concerns of base level
healthcare facilities (see Fig. 5.4) of owning an exoskeleton. In that case, the manufacturer or an exoskeleton service provider, rather than the healthcare facility, owns
the device and is responsible for the maintenance of it, while the healthcare facility
pays for functionality of the exoskeleton. Therefore, instead of a one-off payment
for ownership, there will be a much smaller cost for the healthcare facilities.
With the development of telecom and internet technologies (e.g. IoT), it is also
possible to provide in-use tele-monitoring and supervision services, which in combination with intelligent exoskeleton, may enable self-rehabilitation at community or
by home sickbeds. In that case, fairer access to exoskeleton-based rehabilitation
technology, which contributes to social well-being, may be realized. Cloud-based
J. Tao and S. Yu
Fig. 5.5 Modular product concept
Technology creditability is identified as the major influencer on purchase decision,
as it is closely related to the value of social responsibility and reputation of healthcare
facilities. Technology credibility is also important to business, as it is directly linked
to the competiveness of the exoskeleton in the market, and therefore the profitability
of the business.
The simplified QFD process is carried out for generation of product and service
solutions. The full QFD matrix is not be presented in this paper due to length limit.
The product concepts are generated based on reference product, such as Armeo and
Lokomat of Hocoma (see Fig. 5.5). Given the emphasis of this study being service
design, more explanation of the service plan generation is presented as followed
(Fig. 5.6).
The pre-sale, after-sale/in-use, and end-of-life service solutions are proposed to
maximize the value delivery to stakeholders. The certification inquiry and pre-sale
consultation services are propose to address customers’ concerns on rehabilitative
exoskeleton technology. Such services are also beneficial to brand building and
marketing. The customized configuration service is proposed for better adaptability
to exercise needs in different stages, as well as expansion of device price range. The
financial leasing service is proposed to address the economic concerns of base level
healthcare facilities (see Fig. 5.4) of owning an exoskeleton. In that case, the manufacturer or an exoskeleton service provider, rather than the healthcare facility, owns
the device and is responsible for the maintenance of it, while the healthcare facility
pays for functionality of the exoskeleton. Therefore, instead of a one-off payment
for ownership, there will be a much smaller cost for the healthcare facilities.
With the development of telecom and internet technologies (e.g. IoT), it is also
possible to provide in-use tele-monitoring and supervision services, which in combination with intelligent exoskeleton, may enable self-rehabilitation at community or
by home sickbeds. In that case, fairer access to exoskeleton-based rehabilitation
technology, which contributes to social well-being, may be realized. Cloud-based