文章摘要
张莹,陆金生,周丰.服务设计思维下的城市公共设施设计[J].包装工程,2021,42(10):303-308.
服务设计思维下的城市公共设施设计
Urban Public Facilities Design Based on Service Design Thinking
投稿时间:2021-02-23  
DOI:10.19554/j.cnki.1001-3563.2021.10.045
中文关键词: 城市公共设施  服务设计  用户旅程图  用户体验
英文关键词: urban public facilities  service design  user journey map  user experience
基金项目:
作者单位
张莹 东华大学上海 201620 
陆金生 东华大学上海 201620 
周丰 东华大学上海 201620 
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中文摘要:
      目的 从服务设计视角探究城市公共设施设计,旨在提升城市公共设施设计的服务水平和满意度。方法 从城市公共设施设计的研究现状以及服务设计思维的特征出发,指出服务设计思维对城市公共设施设计的重要性。结合佘山公园公交站亭设计案例,贯彻“以用户为中心”的核心思维,对用户的心理和行为特征进行探究,从而定义目标用户和需求。通过构建目标用户旅程图,发现城市公共设施服务流程的关键接触点。分析各接触点的用户实际体验后发现目前设计的痛点,以明确设计优化目标。结合时代技术与审美进行设计优化实践,通过满意度对比验证服务设计方法在城市公共设施设计中的可行性。结论 将服务设计思维引入城市公共设施设计,符合服务经济下城市公共服务的发展方向。运用用户画像和用户旅程图法可以洞察使用者的深度需求,使城市公共设施的设计更为有用、易用且高效,为城市公共设施设计提供参考。
英文摘要:
      The analyzes the design of urban public facilities from the perspective of service design to improve the service level and satisfaction of urban public facilities design. Based on the research status of urban public facilities design and the characteristics of service design thinking, it points out the importance of service design thinking to the design of urban public facilities. Implementing the “user-centered” core thinking, it investigates the psychological and behavioral characteristics of users via the design case of the bus station of Sheshan Park. Thus, the target users and their needs can be defined. The key touch points are found by constructing the behavioral journey map of the target users. By analyzing the experience of users on each touch point, we found the pain points in the service process of the current design, which could definite the optimization target. The design optimization practice is combined with the technology and aesthetics of the times. Finally, the feasibility of the service design method in the design of urban public facilities is verified through the comparison of satisfaction. The introduction of service design thinking into the design of urban public facilities is in line with the development direction of urban public services in the service economy. It provides insight into users’ deep needs by constructing the personas and user journey maps, making the service more useful and efficient, and providing a reference for the design of urban public facilities.
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