面向用户的图书馆服务设计策略探讨

User Oriented Service Design Strategy of Library

目的探讨图书馆服务设计策略,以改善图书馆服务水平不均,服务内容雷同、重叠和简单照搬的现状,为用户创造更好的服务体验。方法以图书馆服务系统为研究对象,通过对图书馆服务现状的资料搜集,整理存在的问题;以观察法、问卷法和访谈法的方法对图书馆服务环境、用户行为和需求、服务设施及服务过程等方面进行研究,总结归纳用户需求痛点和服务过程盲点,寻找图书馆服务设计机会;并以系统设计思想为指导,从行业发展、系统设计的宏观角度和用户需求的微观角度,进行图书馆服务系统设计,并对系统中服务设施和服务过程进行综合分析,提出两点服务设计策略。结论提出面向用户需求的定制化服务设施拓展方向、服务资源整合和服务过程优化蓝图的图书馆服务设计策略。

Based on the current situation of unevenly development of service condition,similar,overlapped and simply copied service contents among many libraries,it discusses the design strategy of library to improving such situation,creating better service experiences to user and sharing resources of modern society.Taking Library service system as research object,it collects data about library service development and analyzes existing problems.Then it make research of service environment,behavior and demand of user,service facility and process of service and summarize pain point of user demand and blind spot of service process to searching for chance of library service design,by the method of observation,questionnaire and interview.Afterward,based on the concept of system design,it comprehensive analyzes the service facility and process of service in it from the macroscopic angle of industry development,system design and microscopic angle of user demand and designs service system of library.Finally,it proposes two opinions of design strategies.We propose that two opinions of design strategies of library：the expanding orientations of customized service facilities based on user demand,plan of optimization of service process and integration of service resources.