智慧零售背景下无人便利店服务设计优化研究

Research on Service Design Optimization of Unmanned Convenience Stores in the Context of Smart Retail

从服务设计的视角对无人便利店进行概述,分析并探究其发展问题与研究趋势。利用服务设计方法对无人便利店的服务体验展开优化,为解决目前国内无人便利店用户体验不佳的问题提供案例参考。根据调研结果,对无人便利店的自助购买阶段和出入门阶段提出优化方案。在购买阶段,店内安装介绍购物流程和操作的视频;提供视频通话功能;根据对物体体积的扫描和识别,智能推荐适合的购物袋。在出入门阶段,增设顾客自主设置开门时间的功能。为无人便利店带来新的服务方式,从而提供更具人性化的服务体验,并使潜意识的交互成为可能。

This paper aims to summarize unstaffed convenience store from the perspective of service design,analyze and explore its development problems and research trends.This study uses the service design method to optimize the service experience of unstaffed convenience store,providing a case reference for solving the problem of user experience of unstaffed convenience store in China.According to the survey results,this study proposes the optimization scheme in the self-purchase stage and in-out stage of unstaffed convenience store respectively,The optimisation made in the purchase phase are as follows:add videos to introduce the shopping process and operation in the store;offer video call service;recommend optional shopping bags according to the size of the object.As for the entering-leaving stage,the users can set the door-opening time by themselves,which reflects the new concept of meeting the needs of control.to bring new service experience for them,so as to provide more personalized service experience and make the subconscious interaction possible.