基于服务蓝图的文创产品用户体验设计研究及实践

Research and Practice on User Experience Design of Cultural and Creative Products Based on Service Blueprint

目的研究服务蓝图在文创产品用户体验设计中的运用。方法基于服务蓝图构建用户体验设计人机系统模型,运用服务蓝图厘清“用户—文创产品—文化环境”的流程关系,从中确定用户的文化体验层,并从文化体验层中找出用户的文化接触点,最后通过设计案例,验证方法的可行性。结论以加强用户文化体验为目的,运用服务蓝图分析用户的文化体验流程,从中定义体验点进而完成设计;从用户初步接触文化的体验源头起,深度挖掘用户在接触实体产品前的文化体验流程,并以土家织锦文创产品为例(产品包括互联网产品和实体产品),梳理、优化用户体验的设计点,最终以土家织锦文化服务网站为载体,输出以优化文化体验为目的的文创产品用户体验设计。

This paper aims to study the application of service blueprint in the user experience design of cultural and creative products.Based on the service blueprint,the user experience design man-machine system model is constructed,and the service blueprint is used to clarify the process relationship of“user-cultural and creative product-cultural environment”,from which the user’s cultural experience layer is determined,and the cultural touch points is found in user's cultural experience layer.The feasibility of the method finally verified through design cases.For the purpose of enhancing the user’s cultural experience,use the service blueprint to analyze the user’s cultural experience process,and define the experience points to complete the design;from the user’s first understanding of the culture and the initial source of the cultural experience,explore the cultural experience process of users in-depth before they contact physical products,take the Tujia brocade cultural and creative products as an example(products include Internet products and physical products)to sort out the design points for optimizing the user experience,and finally use the Tujia brocade cultural service website as the carrier to output user experience design of cultural and creative products for the purpose of optimizing cultural experience.