体验设计驱动下的服务型企业数字化转型机理与路径研究

孙嘉伟; 郑刚强; 胡子崟; 章紫艳

doi:10.19554/j.cnki.1001-3563.2026.02.025

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包装工程（设计栏目） ›› 2026, Vol. 47 ›› Issue (2) : 264-278. DOI: 10.19554/j.cnki.1001-3563.2026.02.025

设计研讨

体验设计驱动下的服务型企业数字化转型机理与路径研究

孙嘉伟, 郑刚强^*, 胡子崟, 章紫艳

作者信息 +

Mechanism and Innovation Path of Digital Transformation of Service Oriented Enterprises Driven by Experience Design

SUN Jiawei, ZHENG Gangqiang^*, HU Ziyin, ZHANG Ziyan

Author information +

文章历史 +

摘要

目的探究体验设计作用于服务型企业创新转型的机理与路径,推动数字时代“设计驱动式创新理论”在服务体验领域的应用与发展。方法借助设计驱动式创新理论探析体验设计驱动框架,通过案例分析,归纳服务型企业的数字化转型驱动要素,基于用户、情境、组织和服务4要素分析体验设计驱动服务型企业数字化转型机理与路径。结果构建出“用户、情境、组织、服务”核心要素支撑下的体验设计驱动框架,总结出服务型企业在产学界的转型困境,梳理服务型企业的数字化转型要素与体验设计驱动的要素导向,提出4种转型机理,即用户价值驱动的战略文化融合创新、情境适应驱动的商业模式分布创新、组织敏捷驱动的组织架构协同创新、服务需求驱动的业务流程整合创新;得出4个创新路径,即用户体验标准规范创新、组织敏捷协同提质增效、情境通用平台赋能发展、服务人才创新储能释放。结论体验设计驱动服务型企业转型创新是当今时代所需,系统性探究其创新机理与路径,可以为服务型企业转型提供理论支撑与范式参考,推动企业的可持续创新发展。

Abstract

The work aims to explore the mechanism and path of experience design in the innovation and transformation of service oriented enterprises, and promote the application and development of the "design driven innovation theory" in the field of service experience in the digital age. With the theory of design driven innovation, the experience design driven framework was explored. Through case analysis, the digital transformation driving factors of service oriented enterprises were summarized, and the digital transformation mechanism and innovation path of experience design driven service oriented enterprises were analyzed based on four elements of user, context, organization, and service. An experience design driven framework supported by the core elements of "user, context, organization and service" was constructed, the transformation difficulties of service oriented enterprises in the industry and academia were summarized, the digital transformation elements of service oriented enterprises and the element orientation of experience design driving were clarified, and four transformation mechanisms were proposed: strategic cultural integration innovation driven by user value, business model distribution innovation driven by context adaptation, organizational agility driven collaborative innovation of organizational structure, and business process integration innovation driven by service demand. Four innovation paths were identified: innovation in standards and specifications for user experience, agile organizational collaboration for quality improvement and efficiency enhancement, empowered development via scenario-oriented universal platforms, and release of service talent innovation potential. Experience design driven transformation and innovation of service oriented enterprises is necessary in today's era. Systematically exploring its innovation mechanism and path provides theoretical support and paradigm reference for the transformation of service oriented enterprises, and promotes sustainable innovation and development of enterprises.

导出引用1

孙嘉伟, 郑刚强, 胡子崟, 章紫艳. 体验设计驱动下的服务型企业数字化转型机理与路径研究[J]. 包装工程. 2026, 47(2): 264-278 https://doi.org/10.19554/j.cnki.1001-3563.2026.02.025

SUN Jiawei, ZHENG Gangqiang, HU Ziyin, ZHANG Ziyan. Mechanism and Innovation Path of Digital Transformation of Service Oriented Enterprises Driven by Experience Design[J]. Packaging Engineering. 2026, 47(2): 264-278 https://doi.org/10.19554/j.cnki.1001-3563.2026.02.025

中图分类号： TB482

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