问题求解视角下工程机械产品的体验设计研究

Experience Design on Construction Equipment from the Perspective of Problem-solving

目的从问题求解的角度出发,构建工程机械产品的体验设计层级,探讨各层级对应的问题求解内涵。方法通过文献研究法,梳理设计问题求解的研究脉络,奠定理论出发点,即设计问题求解方式已经从产品拓展到了体验设计。基于工程机械产品及行业的特殊性,分别从工程性思考和B2B行业视角分析工程机械问题求解的特点。借助实证案例分析方法,结合工程机械行业所涉及到的众多利益相关者,提出由用户体验(UX)客户体验(CX)品牌体验(BX)构成的工程机械体验设计层级,并对各层级问题求解内容及方式进行了阐释。结论用户体验涉及到物理层的可用性问题和行为层的交互问题;客户体验关系到服务层的价值问题;品牌体验主要关注系统层的整合问题。未来工程机械产品问题求解的核心思路将是以“体验设计目标”为整体出发点。

The work aims to build the hierarchy of experience design for construction equipment from the perspective of problem-solving and explore the connotation of problem-solving corresponding to each level.Through literature re-search,the research context of design problem-solving was sorted out to lay a theoretical starting point.Thus,the design problem-solving method was expanded from product to experience design.Based on the particularity of construction equipment product and industry,the characteristics of construction equipment problem-solving were analyzed from the perspective of engineering-approach and B2B industry.Based on case studies and combined with many stakeholders in-volved in the construction equipment industry,the hierarchy of experience design for construction equipment was pro-posed,which was composed of user experience(UX),customer experience(CX)and brand experience(BX),and the content and method of problem-solving at each level were further explained in detail.User experience involves the us-ability of physical level and the interaction of behavior level.Customer experience is related to the value of service level.Brand experience mainly focuses on the integration of system levels.The core idea of problem-solving of construction equipment products in the future will take"experience design goal"as the overall starting point.