基于服务设计下老年人疫情期间出行触点分析与对策

Analysis and Countermeasures of Travel Contacts for the Elderly during the Epidemic based on Service Design

在新冠疫情暴发及常态化防控、全球老龄化日益加重的背景下,老年群体的生活体验受到越来越多的关注。合理利用服务设计的相关策略是提升用户体验的理想方式。文章基于服务设计的框架,通过服务设计的概念及方法,构建服务蓝图等,挖掘老年用户需求并分析行为方式,来研究老年人在疫情防控下不同出行目的与各个服务流程之间产生的服务触点,从而提升老年人的用户体验。

In the context of the outbreak of COVID-19 and the normalization of prevention and control,and the aging of the world,the life experience of the elderly has received more and more attention.Rational use of relevant strategies of service design is an ideal way to improve user experience.Based on the framework of service design,this article explores the needs of elderly users and analyzes behavior patterns through the concepts and methods of service design,building service blueprints,etc.The service contact points generated between different travel purposes and various service processes under the epidemic prevention and control,so as to improve the user experience of the elderly.