基于心智模型测量的智能机器人服务设计

Service design of intelligent robot based on mental model measurement

针对服务设计中设计者与用户认知差异较大的问题,提出利用访谈法、卡片分类法等构建设计者与用户的心智模型。以路径搜索法测量模型相似性的方法,确定认知差异要素,最终辅助设计者设计出更加符合用户认知的智能机器人服务。以金融行业智能机器人服务设计为例,比较了设计者与用户的心智模型,测量并确定了认知差异要素,辅助设计者构建了与用户认知一致的服务蓝图及智能机器人服务设计方案,验证了方法的有效性。

Aim at the cognitive differences between designers and users in service design, the interviewing method, card sorting method and etc. were proposed to establish the mental model between designers and users. The pathfinder was performed to measure model similarity to determine difference elements. Finally, this mental model would assist designers to design the intelligent robot service fitting user cognition well. The intelligent robot service design in the financial industry was taken as an example to compare the designers and the users mental models, measure and confirm the cognitive difference elements. With the assistant of the mental model,the service blueprints and intelligent robot service design scheme could be establish to conform the user cognition.