Design and development of mobile services processes for senior citizens

The aging of our society presents a range of challenges to various commercial and institutional service providers. With the advanced mobile technologies we are now able to develop quality mobile services to help senior citizens' daily lives in dedicated smart living environments. This paper adds an extension to a previously reported systematic approach to design and develop mobile services which meet the needs of senior citizens. The Quality Function Deployment (QFD) approach was earlier adopted to translate quality requirements for mobile services to technical (design) requirements for design purpose in service design. In this paper we apply QFD further towards process modelling to analyse and design service processes. We use an example derived from a grocery shopping process model involving an advanced shopping mall with smart shopping cart. The pros and cons of the QFD approach as well as the architecture were discussed and future work is outlined at the end of the paper. This paper contributes to the design and development of high quality mobile services for senior citizens in smart living environments.