汽车售后服务场景的用户体验设计研究
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摘要
目的通过对具体的汽车售后服务场景中用户体验的深入剖析和研究,探究在服务设计中如何运用用户研究的方法和如何根据具体场景构建合理的用户研究方法论体系。方法通过在实践中运用各研究方法,验证各个方法在获取数据、洞察观点、建立设计逻辑等各个环节的作用。进而为在服务设计中,如何结合具体的服务场景合理运用用户研究方法,构建有效的研究体系提供建议。结果通过设计研究和实践验证得出在服务场景中有效的用户体验评测原则,及获取用户角色模型的推理方法。结论通过本次研究,获得在线下场景中根据场景的限制条件和需求,构建合理的方法和流程,对以后汽车售后服务系统的服务优化设计和体验设计提供良好的方法论。
The work aims to explore how to apply user research methods in service design and how to establish a rational user research methodology system based on specific scenarios through the thorough analysis and study on user experience in specific automotive after-sales service scenarios. With the application of various research methods in practice, the role of each method in obtaining data, observing views, constructing design logic and other links was verified. Based on above, suggestions were provided for how to apply user research methods reasonably in combination with specific service scenarios and establish effective research systems in service design. Through design research and practice verification, the effective user experience evaluation principle in the service scenario and the reasoning method for acquiring the user role model were obtained Through such study, the restrictive conditions and demands based on scenarios in the offline scenarios are acquired, and the reasonable method and process are established, providing good methodology for the future service optimization design and experience design of automobile after-sales service system.
The work aims to explore how to apply user research methods in service design and how to establish a rational user research methodology system based on specific scenarios through the thorough analysis and study on user experience in specific automotive after-sales service scenarios. With the application of various research methods in practice, the role of each method in obtaining data, observing views, constructing design logic and other links was verified. Based on above, suggestions were provided for how to apply user research methods reasonably in combination with specific service scenarios and establish effective research systems in service design. Through design research and practice verification, the effective user experience evaluation principle in the service scenario and the reasoning method for acquiring the user role model were obtained Through such study, the restrictive conditions and demands based on scenarios in the offline scenarios are acquired, and the reasonable method and process are established, providing good methodology for the future service optimization design and experience design of automobile after-sales service system.
引文
[1]温馨.复合型独立书店的服务设计研究[D].无锡:江南大学,2016.WEN Xin.Research on Service Design of Compound Independent Bookstore[D].Wuxi:Jiangnan University,2016
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[13]常方圆.基于协同设计工作坊方式的APP用户体验研究与实践[J].包装工程,2018,39(22):282-287.CHANG Fang-yuan.Research and Practice of APP User Experience Based on Cooperative Design Workshop[J].Packaging Engineering,2018,39(22):282-287.
[14]吕曦.医疗服务中的情境关系与接触点设计[J].包装工程,2018,39(20):133-139.LYU Xi.Situational Relations and Contact Point Design in Medical Services[J].Packaging Engineering,2018,39(20):133-139.
[2]曹建中,辛向阳.从物理银行到互联网金融的服务设计思考[J].包装工程,2016,37(8):72-76.CAO Jian-zhong,XIN Xiang-yang.Reflecting on Service Design from Physical Bank to Internet Finance[J].Packaging Engineering,2016,37(8):72-76.
[3]彭楚政.从“产品推广”到“用户共创”的服务设计探究[D].杭州:中国美术学院,2015.PENG Chu-zheng.Research on Service Design from"Product Promotion"to"User Co-Creation"[D].Hangzhou:China Academy of Art,2015.
[4]辛向阳.交互设计:从物理逻辑到行为逻辑[J].装饰,2015(1):58-62.XIN Xiang-yang.Logic to Things of Logic from Design:Interaction Behaviors[J].Zhuangshi,2015(1):58-62.
[5]洪华,谭湘琳,陶晋.情境感知对服务设计的影响因素分析[J].包装工程,2012,33(24):82-85.HONG Hua,TAN Xiang-lin,TAO Jin.Analysis of Influencing Factors of Situation Perception on Service Perception on Service Design[J].Packaging Engineering,2012,33(24):82-85.
[6]吴琼.信息时代的设计伦理[J].装饰,2012(10):32-36.WU Qiong.Design Ethics in the Information Age[J].Zhuangshi,2012(10):32-36.
[7]徐志,符遵斌.影响服务设计的四大要素及相关分析[J].物流工程与管理,2010,32(8):162-164.XU Zhi,FU Zun-bin.The Four Factors of Affecting Service Design and the Correlative Analysis[J].Logistics Engineering and Management,2010,32(8):162-164.
[8]邓成连.触动服务接触点[J].装饰,2010(6):13-17.DENG Cheng-lian.Touch the Service Touchpoints[J].Zhuangshi,2010(6):13-17.
[9]缪珂.服务设计中的流程与方法探讨--以米兰理工大学设计创新与设计方法课程为例[J].装饰,2017(3):93-95.MIU Ke.The Process and Methods Research of Service Design:Taking the Design Innovation and Design Methods Course of Polimi as an Example[J].Zhuangshi,2017(3):93-95.
[10]胡莹.服务设计概念衍生阶段的反思型设计[D].长沙:湖南大学,2014.HU Ying.The Research of Reflective Based on Ideationfor Design Group Generation of Service Concept Design[D].Changsha:Hunan University,2014.
[11]ALEXANDER O,YVES P.Business Model Generation[D].USA:Wiley,2012.
[12]金璐.基于移动互联网的服务设计[J].艺术与设计(理论),2012,2(12):103-105.JIN Lu.Service Design on Internet-based Mobile[J].Art and Design(Theory),2012,2(12):103-105.
[13]常方圆.基于协同设计工作坊方式的APP用户体验研究与实践[J].包装工程,2018,39(22):282-287.CHANG Fang-yuan.Research and Practice of APP User Experience Based on Cooperative Design Workshop[J].Packaging Engineering,2018,39(22):282-287.
[14]吕曦.医疗服务中的情境关系与接触点设计[J].包装工程,2018,39(20):133-139.LYU Xi.Situational Relations and Contact Point Design in Medical Services[J].Packaging Engineering,2018,39(20):133-139.