服务设计下的校园图书馆服务优化研究——以陕西科技大学为例

Research on the Optimisation of Campus Library Services under Service Design——Taking Shaanxi University of Science and Technology as an Example

以服务为核心的时代,信息化与数字化技术不断革新,校园图书馆作为知识传播与学术交流的重要场所,其服务也将由传统单一形式向多元转变。本文基于服务设计理念,以陕西科技大学图书馆为例,探讨如何构建以用户为中心、高效便捷、体验较好的校园图书馆服务系统。通过构建用户画像、移情地图及用户体验地图,深入分析用户需求、发现痛点及爽点;进一步创设服务蓝图,从空间布局与资源利用、储物与标识系统、色彩与氛围营造3方面提出了服务优化设计策略;并提出了长久的服务评估与改进意见,旨在提升校园图书馆的服务质量与体验,促进学术研究与知识创新。

In the service-centred era,information technology and digital technology are constantly innovating,and campus libraries,as an important place for knowledge dissemination and academic exchanges,will change their services from the traditional single form to multiple.Based on the concept of service design,this paper takes Shaanxi University of Science and Technology Library as an example to discuss how to build a user-centred,efficient and convenient campus library service system with better experience.Through the construction of user portrait,empathy map and user experience map,in-depth analysis of user needs,pain points and pleasure points are found;further service blueprints are created,and service optimization design strategies are put forward from three aspects:space layout and resource utilization,storage and signage system,and colour and atmosphere creation;and long-lasting service evaluation and improvement opinions are put forward with the aim of improving the service quality and experience of campus libraries and promoting academic research and knowledge innovation.and knowledge innovation.