| 袁姝,徐昊熹,吴春茂.鉴于管理工具甘特图的时间轴服务蓝图应用研究[J].包装工程,2024,(8):131-140. |
| 鉴于管理工具甘特图的时间轴服务蓝图应用研究 |
| Application of Timeline Service Blueprint Based on Management Tool Gantt Chart |
| 投稿时间：2023-12-22 |
| DOI：10.19554/j.cnki.1001-3563.2024.08.015 |
| 中文关键词: 服务蓝图 时间轴 时间管理 甘特图 |
| 英文关键词: service blueprint timeline time management Gantt chart |
| 基金项目:上海市教育发展基金会和上海市教育委员会“晨光计划“(17CG69);东华大学文科预研究项目(2022Y002);上海市2023重点课程建设项目(SKC-2023-17);东华大学2023年校级一流本科课程重点建设项目(DHYLA-2023-10);东华大学2021研究生课程建设项目(107-06-0008031) |
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| 中文摘要: |
| 目的 针对作用于人的直接接触类服务设计，通过强化服务各步骤持续时长在服务蓝图中的可视化呈现效果，帮助设计师更有效地识别服务优化机会点，做出更有依据的设计决策，改进服务体验。方法 以服务蓝图工具为基础，首先通过文献研究法厘清服务蓝图的演进过程及研究现状，发现现有的服务蓝图工具没有考虑时间要素对服务质量的影响;其次通过引入甘特图的时间可视化表达形式，对服务蓝图进行改良;最后通过“某医院门诊患者就医服务”案例验证新工具的可靠性与合理性。结果 通过可用性定量工具评估了新工具的有效性、用户满意度和效率。在保留服务蓝图原有功能的基础上，针对直接作用于人的有形服务构建了时间轴服务蓝图工具。结论 时间轴服务蓝图有利于设计师明确服务中单个步骤持续时长对体验优化机会的影响，更准确地捕捉体验优化的机会点，从而提升服务质量，改善有形服务的用户体验。 |
| 英文摘要: |
| In response to the person-to-person contact service design, the work aims to strengthen the visualization effect of the duration of each service step in the service blueprint, so that designers could effectively identify the optimization opportunity, make reasonable design decisions, and improve the service quality. Based on the service blueprint tool, the evolving process and research status of current service blueprint were investigated through literature review. It was found that existing service blueprint tools did not consider the impact of time factor on service quality. Second, the time visualization form of the time management tool Gantt chart was introduced to optimize the current service blueprint tool. Finally, the reliability and reasonability of the new tool were verified through a case "outpatient medical service of a hospital". The new tool's effectiveness, satisfaction and efficiency were evaluated through Usability Metric for User Experience. Based on the main functions of current service blueprint, a new timeline service blueprint tool was posed for the tangible services that directly act on human body. It is concluded from the article that the new timeline service blueprint is helpful for designers to clarify the impact of the duration of each step, which could help capture experience optimization opportunity accurately. Therefore, the user experience of tangible service could be improved. |
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