Designing a Sustainable Home Service System: An “Internet+” O2O Approach for Balancing Supply, Demand, and Social Trust

As modern life accelerates, demand for housekeeping services is rising. However, safety concerns deter potential users, causing a persistent imbalance that poses significant challenges to social sustainability. This research aims to design a home service system that is not only operationally efficient but also socially and economically sustainable. Using a user behavior analysis method, this study investigated the safety and hygiene needs of potential users. From a user-centered design perspective, an innovative housekeeping service system, along with its key service touchpoints: a mobile application and smart products. The system’s design is underpinned by the “Internet+” and Online-to-Offline (O2O) business models, integrating service design and sustainability principles. We present key system architecture and technologies, along with an analysis of implementation challenges. The findings suggest that the proposed system can enhance resource efficiency and economic viability (e.g., reduce operational costs by an estimated 15–25% compared with traditional models); improve user well-being and social equity (e.g., increase user trust by 15–20% through integrated credibility mechanisms and reduce household labor hours by approximately 4–6 h per week through optimized scheduling); and offer a replicable design framework for promoting sustainable service-sector development. Provide a scalable platform for the housekeeping industry’s sustainable transition. This research contributes a design paradigm for service systems that aligns business viability with Sustainable Development Goals (SDGs), particularly SDG 3 (Good Health and Well-being), SDG 5 (Gender Equality), and SDG 8 (Decent Work and Economic Growth), by fostering trust, efficiency, and responsible consumption.