基于服务设计思维和方法的博物馆体验设计研究

Museum Experience Design Based on Service Design Thinking and Method

目的基于服务设计的思维和方法提出博物馆服务体验原则,通过分析典型用户的需求,构建以用户体验为中心的博物馆个性化服务系统。方法以文献调研和博物馆体验分析为出发点,构建服务设计在博物馆体验中的设计原则;运用问卷调查、用户访谈、用户旅程地图的方法对四川博物院进行实地调研,发现博物馆的服务问题。通过建立用户角色模型,得出了用户需求及设计策略。结果通过对用户在本能层、行为层和反思层上的体验梳理,归纳出服务设计在博物馆可持续发展中的关键性原则。在四川博物院的实践中,发现博物馆服务体验的问题,分析用户多层次的需求,构建了四川博物院新的服务系统,设计出线上服务小程序和线下个性化体验路线。结论体验经济下,用户体验成为博物馆公共服务的关键,服务设计的思维和方法在博物馆体验的感官设计、交互设计和情感设计上具有重要意义,为促进个性化文博之旅带来无限机会。

Based on the thinking and method of service design,the principle of museum service experience is put forward.By analyzing the needs of typical users,a personalized museum service system centered on user experience is constructed.Based on literature research and museum experience analysis,the design principles of service design in museum experience were constructed;questionnaire surveys,user interviews,and user journey maps were used to conduct a field survey of the Sichuan Museum to discover the service problems of the museum.By establishing a user role model,user needs and design strategies are obtained.By combing the user experience on the instinct level,behavior level and reflection level,the key principles of service design in the sustainable development of the museum were summarized.In the practice of Sichuan Museum,it discovered the problems of museum service experience,analyzed the user’s multi-level needs,constructed a new service system of Sichuan Museum,designed an online service applet and offline personalized experience route.Under the experience economy,user experience has become the key to public services in museums.The thinking and methods of service design are of great significance in the sensory design,interaction design and emotional design of museum experience,bringing unlimited opportunities for promoting personalized cultural and cultural trips.