系统性体验设计的分析与工具

Analysis of Systematic Experience Designand Its Tools

体验设计中为了实现整体效能、避免过度聚焦或视角偏颇产生的片面理解,迫切需要一个系统性分析框架。本文基于顾客体验的服务交付系统设计理论框架,提出系统性体验设计的分析方法及操作工具——体验系统导图,并通过案例研究阐释、验证了该方法在体验设计评估中的应用可行性,旨在推动体验设计研究,尤其是策略路径的创新。

A systematic analysis framework is urgently needed to achieve overall effectiveness in experience design and to avoid one-sided understanding resulting from over-focusing or biased perspectives.This paper proposes an analysis method and an operational tool for systematic ex perience design-Systematic Experience Mapping-based on the theoretical framework of service delivery system design of customer experience,and illustrates and verifies the feasibility of applying this method in experience design evaluation through case studies,aiming to promote innovation in experience design research in general and strategic pathways in particular.