基于服务蓝图与设计体验的服务设计研究及实践

Research and Practice of Service Design Based on Blueprint and Design Experience

目的研究服务设计的有效方法并进行设计实践。方法以服务蓝图为基础,构建了服务场景创建设计体验的条件,通过模拟服务过程分析服务设计的可靠性与合理性。结论指出了服务设计的概念与一般策略,论述了绘制服务蓝图与创建服务体验场景是确保服务设计成功的有效方式,并采用设计实践的方式验证了上述方法的合理性与可行性。

It aims to study the effective methods of service design and make design practice. It takes service blueprint as the foundation, builds service scenes to create the conditions of service experience, through analyzing the reliability and rationality of service design by simulating the service process. It points out the concept and general strategy of service design, also discusses that the rendering service blueprint and creating service experience scene is an effectual way to make service design successful. The rationality and feasibility of the methods is verified by design practice.