基于Kano模型的秦淮灯会非遗旅游服务系统设计

Design of Intangible Cultural Heritage Tourism Service System for Qinhuai Lantern Festival Based on Kano Model

目的基于Kano模型结合服务设计相关方法,分析秦淮灯会非遗旅游服务痛点与游客需求类型,并对各个需求进行重要程度排序,探索秦淮灯会非遗旅游服务系统设计的方法,提升秦淮灯会非遗旅游服务质量与游客体验。方法调研秦淮灯会的文化背景,以及秦淮灯会非遗旅游的现状问题,利用用户旅程图、用户访谈、问卷的方式收集游客需求,再进行分类整理,设计并发放Kano问卷,通过使用Kano模型分类并排序了用户需求属性,并结合服务设计工具以优化服务流程。结果Kano模型对用户需求重要度进行优先级排序,通过构建服务系统图,形成服务定位,以服务蓝图梳理游客与服务提供者之间的关系,明确设计的具体内容,再进行秦淮灯会非遗旅游信息架构设计,从而有效地进行秦淮灯会非遗旅游的APP设计。结论利用Kano模型的用户需求分类及重要度识别方法分析,探索出针对秦淮灯会非遗旅游服务系统的设计策略,对提升旅游体验和非遗活态化传承发挥着重要作用。

The work aims to analyze the pain points and types of tourist needs of intangible cultural heritage tourism services in Qinhuai Lantern Festival,rank the importance of each need,explore the design method of an intangible cul-tural heritage tourism service system for Qinhuai Lantern Festival,and improve the quality of tourism services and tourist experience of Qinhuai Lantern Festival based on the Kano model and the relevant methods of service design.The cultural background and intangible cultural heritage tourism of Qinhuai Lantern Festival were investigated.The tourist needs were collected by user journey map,user interview,and questionnaire,and then classified and sorted.The Kano questionnaire was designed and distributed,and the user needs attributes were classified and ranked according to the Kano model.The service process was optimized by combining service design tools.The Kano model prioritized the importance of user needs,constructed a service system diagram,formed a service positioning,clarified the relationship between tourists and service providers with a service blueprint,clarified the specific content of the design,and then designed the tourism in-formation architecture of Qinhuai Lantern Festival,so as to effectively design an intangible cultural heritage tourism APP for Qinhuai Lantern Festival.In conclusion,based on the analysis of user need classification and importance identification method of Kano model,design strategies of an intangible cultural heritage tourism service system for Qinhuai Lantern festival is explored,which plays an important role in improving tourism experience and intangible cultural heritage acti-vation.