基于双钻石模型(4Ds)的民宿服务设计探析

Design of Home-stay Service Based on Double Diamond Model(4Ds)

目的基于双钻石模型,探析服务设计流程与设计方法的具体应用,以改善中国民宿服务体验为例,详细地讲解如何通过探索、定义、发展和交付四个阶段,展开服务设计实践。方法通过文献回顾,深入剖析服务设计与双钻石模型的概念、设计流程、设计原则及设计方法。在探索与定义阶段,采用移情画布、顾客旅程图、人物角色和服务蓝图等方法,深入洞察用户需求,确定服务痛点。在开发与交付阶段,采用HMW、原型设计、满意度调查、商业模式画布与故事板等工具,构建并检验服务优化方案。结论基于双钻石模型的服务设计流程与方法具有极高的可行性和适用性,能够提升中国民宿服务的信息交互和文化交流体验,为今后的服务设计通过双钻石模式展开设计实践,提供理论支撑与案例参考。

Based on the double diamond model(4Ds),the work aims to analyze the specific application of service design process and design method,and explain in detail how to carry out the service design practice through the four stages of Discover,Define,Develop and Deliver,with the improvement of China’s home-stay service experience as an example.Through the literature review,the concept,design process,principles and methods of service design and 4Ds were deeply analyzed.In the Discover and the Define stages,the methods of the empathy map,customer journey map,personas and service blueprint were used to deeply understand the user’s needs and determine the service pain-points.In the Develop and the Deliver stages,the service optimization plans were built and verified with tools such as HMW,prototyping,satisfaction surveys,business model canvases and storyboard.According to the research results,with extremely high feasibility and applicability,the service design process and methods based on 4Ds can enhance the information exchange and cultural exchange experience of China’s home-stay service and provide the theoretical support and case reference for the practices of future service design through the double diamond model.