How to create value to meet customers’ requirements by effectively using advanced digital technology (DT) for digital transformation is an implementation challenge for new and future scenarios of current contexts. Valid digital transformation issues need to be considered to deliver novel values with sustainability concerns. Attempting to effectively achieve a successful service system design in an industrial context, a holistic customer requirement-driven service design method with abductive logic was proposed to drive self-service productivity enhancement. Laddering theory, ontology-based design knowledge hierarchy (DKH), theory of inventive problem solving (TRIZ) and quality function deployment (QFD) technique are adopted in terms of effective design knowledge handling in innovation conceptualization with a traceable path and abductive logic linking from customer concerns, business context and technology digitization. Then, a comprehensive case study of an empirical smart meal-ordering service system for the digital transformation of canteen processes was illustrated to verify this approach.

如何通过有效地使用先进的数字技术（DT）进行数字转换来创造价值以满足客户的需求，这是当前情况下新的和将来的实施挑战。需要考虑有效的数字化转型问题，以提供具有可持续发展意义的新价值。为了在工业环境中有效实现成功的服务系统设计，提出了一种具有归纳逻辑的整体客户需求驱动的服务设计方法，以推动自助服务生产率的提高。阶梯理论，基于本体的设计知识层次结构（DKH），在创新概念化中有效的设计知识处理方面采用了创造性的问题解决理论（TRIZ）和质量功能部署（QFD）技术，并具有可追溯的路径和涉及客户关注点，业务环境和技术数字化的归纳逻辑。然后，对用于食堂流程数字化转换的经验性智能订餐服务系统的综合案例研究进行了说明，以验证该方法。