用户价值驱动的智能家电服务系统改进设计方法

Improvement design method of intelligent household appliances service system driven by user value

为提高家电产品服务供给的质量和效率,提出一种以用户价值为导向的智能家电服务改进设计方法。在传统智能家电服务流程的基础上,以用户价值为导向获取关键服务接触点,改进服务系统的供给关系,提升用户体验。以智能空气净化器为例,识别特定用户体验中的服务接触点,以用户价值的重要性和实现度为指标对服务接触点分类,从用户价值实现的角度对服务接触点进行失效分析,依据分析结果进行产品和服务系统改进设计,验证了该方法的可行性和有效性。

In order to improve quality and efficiency of the service supply of household appliances,a user value oriented service improvement design method for intelligent household appliances was proposed.Based on traditional service process of intelligent household appliances,this method took user value as guide to obtain key service contacts,improve supply relationships of the service system,and improve user experiences.Taking an intelligent air purifier as an example,the service contacts in the specific user experiences were identified.Service contacts were classified according to importance and realization degree of user value.Failure analysis of service contacts were carried out from the perspective of user value realization.The product and service system were improved designed according to the analysis results,and the feasibility and effectiveness of the method were verified.