新零售视角下社区无人商店服务设计研究

Research on Community Unmanned Store Service Design from the Perspective of New Retail

无人商店是响应供给侧结构性改革和科技赋能的产物,作为零售行业的重要转型方向,它能降低运营成本、提高分销能力和分销效率。然而,无人商店的服务质量和消费体验却不尽人意。基于新零售理念,采用服务设计的分析方法和工具,探讨了消费者购物前、购物时、购物后的体验触点,分析了影响社区消费者体验的因素和消费诉求,提出了服务设计优化策略和优化模型。

Unmanned store is the outcome of responding to supply-side structural reforms and technological empowerment.As an important transformation direction of the retail industry,it can reduce operating costs,improve distribution capabilities and efficiency.However,the service quality and consumer experience of unmanned stores are not satisfactory.Based on the new retail concept,using service design analysis methods and tools,it explores consumer experience points before,during,and after shopping,analyzes factors affecting consumer experience and consumer demands in the community,and proposes service design optimization strategies And optimization models.