摘要
为提高服务设计的质量和效率,提出了多方法融合的服务设计过程模型。基于设计思维5阶段模型分析了服务设计过程特征,构建了服务设计阶段流程。应用QFD分析了利益相关者需求及系统要素,定义待解决问题及其权重,依据服务问题特征将问题定义为2种类型,并通过TRIZ构思设计概念。在此基础上,基于情感层次理论完成设计概念,并实现了原型可视化展示。在测试评价阶段,通过确定服务属性评价标准及方法,对用户进行测试,获取了用户反馈信息,进而评估服务系统的可行性。通过整合可行的设计概念形成完整设计方案,并由服务蓝图等工具交付,为后续方案实施提供依据。最终通过实例验证了该模型的有效性,为服务设计实践提供参考。
To improve quality and efficiency of service design process,a model of service design process was proposed. The service design process was established based on the 5-stage Model of Design Thinking. QFD was performed to analyze the requirements of stakeholders and system elements,as well as define the problems to be solved and their weight. According to the features of service problems,the problems could be defined into two types. Then the problems were solved by TRIZ. On this basis,the design concept was achieved based on the Theory of Emotional Hierarchy to realize visual display of the prototype. In the test and evaluation stage,user tests were performed through the determination of evaluation criteria and methods of the service attribute,thus obtaining user feedback,and then evaluating the feasibility of the service system. A complete design plan was formed through the integration of feasible design concepts and delivery of tools such as Service Blueprinting,which could provide a basis for subsequent plan implementation. Finally,the effectiveness of the model was verified with an example,which could provide references for service design practice.
作者
曹国忠
刘刚
陈美
林聪慧
CAO Guo-zhong;LIU Gang;CHEN Mei;LIN Cong-hui(National Engineering Research Center for Technological Innovation Method and Tool,Hebei University of Technology,Tianjin 300401;School of Architecture&Art Design,Hebei University of Technology,Tianjin 300401;Manufacturing Innovation Method and Technology Innovation Center of Hebei Province,Hebei University of Technology,Tianjin 300401)
出处
《机械设计》
CSCD
北大核心
2021年第3期132-139,共8页
Journal of Machine Design
基金
国家创新方法工作专项资助项目(2019IM020200)。
