基于服务剧场模型的社区文体设施服务设计研究

Service Design of Community Fitness and Recreational Facilities Based on Service Theater Framework

目的通过服务设计思维与服务剧场模型来探究社区文体设施的服务接触,并提出社区文体设施的服务设计方向及改进策略。方法以服务设计思维为出发点,采用服务剧场模型对社区文体设施服务中的利益相关者与服务接触进行梳理,并以此展开社会调研,归纳出当前文体设施的服务缺口;通过改进和完善服务接触,使服务流程更加完整、缜密,并进一步优化文体设施服务蓝图,提出设计思路。结论社区文体公共设施服务的有效执行需要从更加全面、系统的服务设计视角出发,注重核心服务接触前期与核心服务接触后期的完整与连贯。通过整合利益相关者之间的沟通与协作、线上线下多渠道的信息传递,以及文体设施、活动空间、场地环境和周边配套设施的设立与规划,并以此构建新的服务蓝图与设计,从而为优化社区文体设施服务提供参考。

This paper aims to improve community fitness and recreational facility services by service design thinking,and puts forward the service design direction and improvement strategy of them.According to service theater framework,it analyzed relative stakeholders and service encounters of community fitness and recreational facility services,and also concluded the service gaps through questionnaire and interview research.Besides,by improving the service encounter,the service process was made more complete and meticulous,the service blueprint of sports and sports facilities were further optimized,and design ideas was put forward.On the basis of the above efforts,it is found that the effective implementation of fitness and recreational facility services needs to be carried out based on a more comprehensive and systematic perspective.The core service encounter,pre-core service encounter and post-core service encounter should be consistently considered.More attention should be paid to communication and collaboration between stakeholders,information transmission of both online and offline channels,facility product design,space planning,and the establishment and planning of supporting facilities.A new service blueprint with improved service encounters and systematic design are proposed to provide a reference for the future service design of community fitness and recreational facility services.