目的 基于新型智慧城市的发展内涵,结合多层次服务设计方法探索骑手友好社区服务系统的设计策略与优化方案,以提升骑手在社区中的工作效率与服务体验,推动骑手友好社区的持续发展。方法 通过文献分析与政策梳理,系统阐述了骑手友好社区的概念及其在发展过程中面临的机遇与挑战。采用文献研究、用户访谈法辅助以问卷调查,结合IPA分析工具,识别影响骑手体验的关键服务触点,综合提炼服务设计的机会点与设计建议。在设计实践层面,本研究从服务概念层、服务系统层与服务接触层出发,结合价值主张画布、价值星系图及服务蓝图构建设计方案。结果 基于调研内容,梳理设计机会点,提出了构建“APP骑手端+网页物业端”的双端协同机制,打造一个信息互通、响应高效的服务系统。结论 构建骑手友好社区服务系统方案,不仅回应了骑手群体在骑手友好社区中的核心需求,也体现了多主体协同治理的实践路径,为新型智慧城市背景下相关服务系统的创新设计提供了新的思路和方法。
Abstract
Based on the development connotation of the new smart city and combined with the multi-level service design methodology, the work aims to explore the design strategy and optimization scheme of the rider-friendly community service system, so as to enhance the working efficiency and service experience of riders in the community, and promote the sustainable development of the rider-friendly community. The concept of rider-friendly community and the opportunities and challenges faced by it in the development process were systematically elaborated through literature analysis and policy combing. Through literature research, user interviews, questionnaire surveys and IPA analysis tools, key service touchpoints affecting riders' experiences were identified, and service design opportunities and design recommendations were summarized. In terms of design practice, from three levels of service concept level, service system level, and service contact level, a design solution was constructed combined with the value proposition canvas, value galaxy map, and service blueprint. Based on the content of the research, the design opportunities were organized and a dual-end synergy mechanism of "APP on the cycling side+webpage on the property side" was proposed to create a service system with information sharing and efficient response. The solution of building a rider-friendly community service system not only responds to the core needs of rider groups in the rider-friendly community, but also reflects the practical path of multi-agent collaborative governance. The research results provide new ideas and methods for the innovative design of related service systems under the background of new smart cities.
关键词
新型智慧城市 /
骑手友好社区 /
多层次服务设计 /
IPA分析法 /
服务系统设计
Key words
new smart cities /
rider friendly communities /
multilevel service design (MSD) /
IPA analysis /
service system design
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基金
广西研究生教育创新计划项目（JGY2022124）
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