行为学视角下以人为中心的服务设计助推策略研究

Boost Strategy of Human-centered Service Design from the Perspective of Behavior

助推是引导人们日常行为的干预手段,有作为设计策略的潜力。但是,目前设计领域缺少关于助推的理论研究与设计案例,其主要原因是缺乏合适的切入点使设计与助推产生联系。本文从行为学的视角,探究以人为中心理论如何与助推和服务设计相结合,并由此构建八项以人为中心的服务助推策略来应用到服务设计中。最终,通过设计实践,验证了以人为中心的服务助推策略的可行性和可用性,得到能够改善用户行为和提升其满意度的服务助推方案。

Boost strategy is an intervention that guides people’s daily behavior and has potential as a design strategy. The lack of theoretical research and design cases in the design field is caused by the lack of starting point to link boost with design. From the perspective of behavior, this paper finds the entry-point for the combination of boost and design and construct eight items of human-centered service strategies for the application of service design. Ultimately, this paper tests the feasibility and usability of the service boost strategy in service design. Results show that boost strategy can improve user behavior and experience satisfaction.