服务设计理念下的快递无人配送系统设计研究
摘 要：文章从服务设计的视角出发，分析了快递配送系统的服务模式、快递配送机制、用户体验三个方面，归纳出目前快递配送过程中存在的缺陷与不足，从而提出了以小型无人快递车为基础，结合智能化处理平台，搭建快递无人配送系统的数字化工作流程。最终，形成了以物联网及人工智能为基础的快递运输新模式，优化了快递配送流程，提升了用户体验，使快递配送服务更加智能化、人性化、便捷化。
关键词：服务设计理念 ；快递运输；无人配送系统；数字化；系统设计
中图分类号：TP242.6 文献标识码：A
文章编码：1672-7053(2021)11-0121-03
Abstract：From the perspective of service design, the service mode of express delivery system are analyzed, express delivery mechanism, the user experience, summed up the current defects and deficiencies exist in the process of express delivery, thus put forward on the basis of small unmanned express car, intelligent processing platform, build express no distribution system of the digital workflow. Finally, a new mode of express delivery based on the Internet of Things and artificial intelligence is formed, which optimizes the express delivery process, improves user experience, and makes express delivery services more intelligent, humanized and convenient.
Key Words：Service design concept; Express transportation; unmanned distribution system; Digitization; Systematic design
