用户价值驱动的智能家电服务系统设计研究

吕杰锋; 姜杰; 张莉; 汤梦颖; 邵健伟

doi:10.19554/j.cnki.1001-3563.2026.08.011

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包装工程（设计栏目） ›› 2026, Vol. 47 ›› Issue (8) : 124-140. DOI: 10.19554/j.cnki.1001-3563.2026.08.011

工业设计

用户价值驱动的智能家电服务系统设计研究

吕杰锋¹, 姜杰^1,2, 张莉¹, 汤梦颖¹, 邵健伟^2*

作者信息 +

Design of Smart Home Appliance Service System Driven by User Value

LYU Jiefeng¹, JIANG Jie^1,2, ZHANG Li¹, TANG Mengying¹, SIU Kin Wai Michael^2*

Author information +

文章历史 +

摘要

目的针对现有智能家电服务系统在用户体验与价值供给上的不足,提出用户价值驱动下的智能家电服务系统设计方法与流程,增强智能家电的用户感知价值。方法以用户价值驱动方法和智能产品服务系统设计为理论基础,采用文献分析法和案例研究法,对现有智能家电服务系统的特征和问题进行分析,构建智能家电服务系统设计框架与用户价值维度模型,并提出相应的设计流程,具体包括智能家电服务触点识别、服务触点分类、服务触点失效分析和触点优化设计。结果依据所构建的设计流程展开洗地机服务系统设计应用与实践,通过服务触点评价方法验证设计方案的有效性,结果表明该设计流程与方法可以有效地提升用户价值与满意度。结论用户价值驱动的智能家电服务系统设计流程与方法,可有效解决现有系统中用户价值缺失、体验同质化的问题,为智能家电领域服务系统的创新设计提供了理论支撑与可操作的实践路径。

Abstract

To address limitations in user experience and value delivery in existing smart home appliance service systems, the work aims to propose a user value driven design method and process to enhance users' perceived value for smart home appliances. Grounded in user value theory and the smart product service system (Smart PSS) design perspective, literature review and case study methods were employed to analyze characteristics and issues in existing service systems, and then a design framework together with a user value dimension model was constructed for the smart appliance service system. On this basis, a design process was established, including service touchpoint identification, touchpoint classification, touchpoint failure analysis, and touchpoint optimization. The proposed process was applied to the service system design of a floor scrubber, and its effectiveness was evaluated through the service touchpoint evaluation approach. The results indicated that the proposed design process and method improved user value and user satisfaction effectively. Overall, the user value driven design process and method for the smart appliance service system can effectively mitigate value deficiency and experience homogenization in current systems, offering both theoretical support and an actionable path for service system innovation in the smart home appliance domain.

导出引用1

吕杰锋, 姜杰, 张莉, 汤梦颖, 邵健伟. 用户价值驱动的智能家电服务系统设计研究[J]. 包装工程. 2026, 47(8): 124-140 https://doi.org/10.19554/j.cnki.1001-3563.2026.08.011

LYU Jiefeng, JIANG Jie, ZHANG Li, TANG Mengying, SIU Kin Wai Michael. Design of Smart Home Appliance Service System Driven by User Value[J]. Packaging Engineering. 2026, 47(8): 124-140 https://doi.org/10.19554/j.cnki.1001-3563.2026.08.011

中图分类号： TB472

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