投稿
|

您当前的位置:工业设计>>走进杂志 >> 往期杂志

2022-06期

基于服务设计的秦始皇帝陵博物院服务触点优化研究

单位:中国矿业大学...     作者:王忠瑜,宁芳     来源:工业设计杂志     时间:2022-06-29

摘 要:随着我国博物馆扩增,缩小博物馆服务体验水平与观者日益增长的体验需求之间的差距成为提升博物馆服务质量的重点。服务触点作为服务设计的落脚点和设计核心,直接影响用户对服务质量的感知水平。文章基于服务设计理论,完成对秦始黄帝陵博物院服务触点梳理与分类、体验痛点分析、服务流程梳理等,提出了能提升用户参观体验的服务触点优化策略,并通过认知走查进行方案评价。通过文章的研究,以期能为其他博物馆服务触点优化设计提供参考,同时为相似情境下的服务设计实践提供借鉴性指导。

关键词:服务设计;秦始皇帝陵博物院;服务触点;优化


中图分类号:TB472 文献标识码:A

文章编码:1672-7053(2022)06-0115-04


Abstract:With the expansion of museums in my country, narrowing the gap between the level of museum service experience and the growing experience needs of visitors has become the focus of improving the quality of museum services. As the foothold and core of service design, service touchpoints directly affect users' perception of service quality. The article based on the service design theory, it completes the sorting and classification of service contacts, the analysis of experience pain points, and the sorting of service processes of Qin Shi Huangdi Mausoleum Museum. It proposes a service contact optimization strategy that can improve users' visiting experience. Conduct program evaluation through knowledge walkthroughs. Through the research of this article, it is hoped that it can provide a reference for the optimization design of other museum service touchpoints, and at the same time provide reference guidance for service design practice in similar situations.

Key Words:Service Design; Qin Shihuang mausoleum Museum; Service Contacts; Optimization