摘要
日常生活中排队是非常普遍的现象,顾客会在排队的过程中遇到困难或不满意的因素,如何满足顾客在排队等待时的心理需求,提高顾客的满意度,已成为设计师在设计时急需解决的问题。在排队的过程中融入互动设计,能够起到丰富顾客互动体验的作用。文章遵循以人为本的设计原则,研究能够满足顾客在排队等待时的心理需求的互动设计。
Queuing is a very common phenomenon in daily life.Customers will encounter difficulties or unsatisfactory factors in the queuing process.How to meet the psychological needs of customers in queuing and improve customer satisfaction has become an urgent problem for designers in design.The integration of interactive design in the queuing process can enrich customer interaction experience.Following the principle of people-oriented design,this paper studies the interactive design that can meet the psychological needs of customers in queuing.
作者
孙玮彤
Sun Weitong(School of Art and Design,Wuhan University of Technology,Wuhan 430070,China)
关键词
排队等待心理
互动设计
顾客服务
queuing psychology
interaction design
customer service
