智慧城市背景下流动摊贩服务设计研究

Research on Service Design of Mobile Vendors under the Background of Smart City

智慧城市建设背景下,流动摊贩的社会治理成为城市化进程推进的难点。通过阐述城市流动摊贩存在的必要性,剖析城市流动摊贩的治理难点及当前治理方式的不足,将服务设计引入城市流动摊贩治理。文章在田野调查和深入访谈的基础上对现有流动摊贩营业系统重新梳理与扩展,采用旅程图和服务蓝图的服务设计可视化工具对多方利益相关者的核心诉求进行分析,提出服务层面下的系统化管理、信息层面下的可视化设计、体验层面下的场景化重构等治理策略,以期能为打造新型流动摊贩服务模式和建设现代化文明城市提供参考。

In the context of smart city construction,the social governance of mobile vendors has become a key issue in the advancement of urbanization.This paper explains the necessity of the existence of mobile vendors,and analyzes the difficulties in the governance of urban mobile vendors and the inadequacies of current governance methods.The service design is introduced into the governance of urban mobile vendors.Based on field surveys and interviews,the mobile vendors business system is reorganized and expanded.Service design visualization tools such as journey maps and service blueprints are used to analyze the core demands of multiple stakeholders.Some corresponding strategies are also proposed,including systematic management at the service level,visual design at the information level,and scenario reconstruction at the experience level,in order to provide a reference for creating a new mobile vendor service pattern and building a modern civilized city.