基于用户行为的超市购物系统服务触点研究
摘 要：文章通过对超市购物系统中可设计服务触点的分析和研究，为用户提供更加良好的购物服务体验。运用综合观察法、实地考察法等方法和用户购物行为地图、服务蓝图等技术，从用户的角度出发，寻找出可创新的服务触点，对用户购物过程中的服务触点进行设计，提出改善超市购物系统的一种新服务流程，提升用户购物满意度，以实现超市服务系统的自主化、多样化、智能化。
关键词：用户行为；服务触点；智能购物
中图分类号：TB491 文献标识码：A
文章编码：1672-7053(2017)09-0056-03
Abstract：The article through the supermarket shopping system in the service contact analysis and research,it provides a more good shopping service experience for consumers.The use of comprehensive observation method, field inspection method and user shopping behavior map, service blueprint and other technologies, Looking for innovative service contacts from the user perspective,it found that deal with the user shopping process of service contacts to design,can improve the supermarket Shopping system services and enhance the user shopping satisfaction,in order to achieve the supermarket service system of autonomy, diversification, intelligence.
Key Words：User behavior; service touch point; smart shopping
