Design of an Intelligent Product–Service System for Last-Mile Express Delivery in the Chinese Context

Abstract

The intelligent development of last-mile delivery holds enormous potential in China’s future market. However, the relationship between service quality and user experience in China’s current last-mile delivery market remains fragile, plagued by sporadic conflicts, highly diverse user demands and other pain points. The delivery process is marked by an imbalance: overall disorder coexists with partial orderliness. To improve user experience and satisfaction with last-mile express delivery, and to achieve the goal of cost reduction and efficiency enhancement, it is imperative to build a more intelligent and user-friendly delivery product service system based on a new operational model. Based on the current status of intelligent delivery in the domestic market, this study develops an user-centric design framework for an integrated product-service-environment delivery product service system from three core dimensions: service orientation, system planning and application development. This framework integrates the key elements of last-mile delivery with public facilities and architectural environments within a unified service ecosystem, and underscores the core thread of integrating delivery products with community development. In doing so, it achieves the research objective of shifting from inefficient manual operations to an efficient internet-enabled management model, and provides theoretical reference for the design of tailored solution systems for last-mile delivery product services that cater to personalized user needs.

Keywords: Last-mile Delivery, intelligent Product-service System, product System Design, improving User Experience, smart City

DOI: 10.54941/ahfe1008040