广州动物园的长颈鹿投喂体验服务优化设计研究
摘 要：本文试图通过对动物园投喂体验服务的优化设计，以提升游客在动物园的体验感。以广州动物园的长颈鹿投喂体验为例，通过对游客的行为观察、访谈以绘制服务蓝图，得出旅游者的需求、行为特征和痛点，分析长颈鹿投喂体验服务存在的问题，结合FMEA方法和以愿望导向方法，进行优化设计。通过本文的研究，以期达到提升游客在投喂活动中体验的目的，并为游客提供一定的动物科普知识。
关键词：广州动物园；投喂体验；服务；优化设计
中图分类号：TB472 文献标识码：A
文章编码：1672-7053(2021)05-0059-03
Abstract：This paper attempts to optimize the design of the zoo's feeding experience service to enhance the experience of visitors in the zoo. Taking the giraffe feeding experience in Guangzhou Zoo as an example, through the behavior observation and interviews of tourists to draw a service blueprint, the needs, behavior characteristics and pain points of tourists are drawn, and the problems existing in the giraffe feeding experience service are analyzed. Finally, the FMEA method and the desire-oriented method are combined to optimize the design. Through the research of this article, we hope to achieve the purpose of improving the experience of tourists in feeding activities and provide tourists with certain knowledge of animal science.
Key Words：Guangzhou Zoo; Feeding Experience; service; Optimization design
