基于服务设计理念的学龄前儿童阅览室桌椅用户需求分析

Analysis on User Needs of Desks and Chairs in Preschool Children's Reading Room Based on Service Design Concept

目的借助服务设计理念与方法对学龄前儿童阅览室桌椅的用户需求进行研究,为以提升用户满意度为目标的产品设计优化提供思路。方法首先罗列与学龄前儿童阅览室桌椅发生交互的所有利益相关者,并以利益关系地图的形式梳理其内在关系及对设计决策的影响程度。然后通过观察访谈等方法获取利益相关者的原始需求并汇总成用户旅程图,运用KJ法归纳总结为23个需求项。接着借助Kano模型调研问卷获取学龄前儿童阅览室场景中近千位受访者的需求满意度评价数据,量化分析各需求项的归类属性。最后以Better-Worse系数计算需求项的优先级并逐一产出其相对应的设计策略。结论通过相对科学完整的用户需求观察、提取、筛选、排序研究,为学龄前儿童阅览室桌椅设计提供必要的数据支撑。

This paper aims to study the user needs of desks and chairs in preschool children's reading room with the help of service design concept and method,provide ideas for product design optimization,and improve user satisfaction.Firstly,we listed all the stakeholders interacting with the desks and chairs in the preschool children's reading room and sorted out their internal relationships and the degree of influence on design decisions in the form of interest relationship map.Then,we obtained the original needs of stakeholders through observation and interview and summarized into user journey map,which was summarized into 23 requirements by KJ method.Also,the Kano model questionnaire was used to obtain the demand satisfaction score data of nearly a thousand respondents in the preschool children's reading room scene and quantitatively analyze the classification attributes of each demand item.Finally,the Better-worse coefficient is used to calculate the priority of the requirements and output the corresponding design strategy one by one.Through the relatively scientific and complete process of user demand observation,extraction,screening and sorting,it provides necessary data support for the design of desks and chairs in preschool children's reading room.