数智化视角下服务蓝图驱动的公共文化服务创新研究

王样; 鄢莉; 殷科; 张浩; 贺可可; 邹虹

doi:10.19554/j.cnki.1001-3563.2025.18.022

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包装工程（设计栏目） ›› 2025, Vol. 46 ›› Issue (18) : 244-255. DOI: 10.19554/j.cnki.1001-3563.2025.18.022

工业设计

数智化视角下服务蓝图驱动的公共文化服务创新研究

王样^1,*, 鄢莉¹, 殷科¹, 张浩², 贺可可², 邹虹¹

作者信息 +

Public Cultural Service Innovation Driven by the Service Blueprint under the Perspective of Digital Intelligence

WANG Yang^1,*, YAN Li¹, YIN Ke¹, ZHANG Hao², HE Keke², ZOU Hong¹

Author information +

文章历史 +

摘要

目的随着数字化与智能化进一步深度融合,数智化成为公共文化服务在新时期培育新质生产力的驱动引擎。为助力公共文化服务实现数智化转型,以“数智化+服务蓝图”为切入点,在现有服务蓝图框架上开发新工具,为分析、设计与展示数智化公共文化服务提供新手段。方法在设计科学研究范式的指导下,通过识别服务蓝图的现有缺陷,结合数智化服务的特点,构建数智化服务蓝图框架,使其可用于实施数智化公共文化服务创新。结果数智化服务蓝图将传统服务蓝图框架扩展为“三线十二区域”,既有利于展示服务的数据流动,又有助于描述和分析服务的感知力、连通性、执行力、动态性、技术选型和技术伦理。结论相较于传统服务蓝图,数智化服务蓝图可在综合考虑群众需求、服务体验和技术应用的基础上支持研究者推动公共文化服务的数智化转型,进而产出更具沉浸感、参与感、获得感和整体感的数智化服务方案。

Abstract

With the deeper integration of digitalization and intelligence, the digital intelligence has emerged as a driving force for public cultural services, fostering new productivity in the modern age. To assist public cultural services in achieving digital intelligence transformation, the work aims to utilize the concept of "Digital Intelligence + Service Blueprint" as a foundational approach to develop a novel tool based on the existing service blueprint framework, providing a fresh means for analyzing, designing, and presenting digital public cultural services. Guided by the design science research paradigm, the current shortcomings of service blueprints were identified and integrated with the characteristics of digital intelligence services. A framework for a digital intelligence service blueprint (DISB) was constructed and employed to implement innovations in digital intelligence public cultural services. The DISB expanded the traditional service blueprint framework into "three lines and twelve areas", facilitating the demonstration of data flow within the service, as well as the description and analysis of the service awareness, connectivity, execution, dynamism, technological selection, and ethical considerations in technology. In comparison to traditional service blueprints, the DISB enables researchers to advance the digital intelligence transformation of public cultural services by comprehensively considering public demand, service experience, and technology application. Consequently, it fosters the development of more immersive, participatory, accessible, and holistic digital intelligence service solutions.

导出引用1

王样, 鄢莉, 殷科, 张浩, 贺可可, 邹虹. 数智化视角下服务蓝图驱动的公共文化服务创新研究[J]. 包装工程. 2025, 46(18): 244-255 https://doi.org/10.19554/j.cnki.1001-3563.2025.18.022

WANG Yang, YAN Li, YIN Ke, ZHANG Hao, HE Keke, ZOU Hong. Public Cultural Service Innovation Driven by the Service Blueprint under the Perspective of Digital Intelligence[J]. Packaging Engineering. 2025, 46(18): 244-255 https://doi.org/10.19554/j.cnki.1001-3563.2025.18.022

中图分类号： TB472

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