A scenario-oriented approach to service design for digital industrial service platform

Digital industrial service platforms integrate upstream and downstream service providers along the value chain to deliver seamless, one-stop services to users. Advances in digital technologies are shifting these platforms from product-centric to context-aware service modes. To support platform operators in delivering effective, user-centric services, this study proposes a context-aware service framework that outlines the service mode and process, from context-based demand identification to service delivery. Additionally, a scenario-oriented service design methodology is introduced, encompassing: (1) scenario classification and evaluation, (2) user journey mapping, (3) scenario service requirement analysis, and (4) service blueprint development. The methodology is validated through a case study of electric vehicle charging scenarios. This study offers actionable insights for platform operators to enhance user experience and advance context-driven service delivery.