本文選題：服務(wù)設(shè)計(jì) + 物流服務(wù)�。� 參考：《華中科技大學(xué)》2016年碩士論文

【摘要】：隨著電子商務(wù)的興起和企業(yè)物流需求的增加,用戶對(duì)物流服務(wù)水平的要求也在不斷提高,其中,物流網(wǎng)站作為一種包含線下線上的混合型服務(wù),需要運(yùn)用系統(tǒng)化的設(shè)計(jì)思路指導(dǎo)實(shí)踐,而當(dāng)前的物流網(wǎng)站設(shè)計(jì)更多的只是關(guān)注交互設(shè)計(jì)或產(chǎn)品用戶體驗(yàn)設(shè)計(jì),難免存在線下線上服務(wù)脫節(jié)、效率低下、物流接觸點(diǎn)功能缺失等問題,導(dǎo)致用戶不能從參與完整的服務(wù)過程中獲得體驗(yàn)認(rèn)知。為此,在面對(duì)更加重視服務(wù)質(zhì)量和用戶全面體驗(yàn)的電商產(chǎn)品沖擊下,物流網(wǎng)站亟待調(diào)整現(xiàn)有的服務(wù)系統(tǒng)設(shè)計(jì)體系,完善產(chǎn)品服務(wù)的生命周期,讓用戶從需求產(chǎn)生到需求滿足、線上操作到線下實(shí)施等環(huán)節(jié)都獲得愉悅體驗(yàn)。為了更好地將物流網(wǎng)站服務(wù)有效的實(shí)現(xiàn),論文從以下四個(gè)方面進(jìn)行研究:第一部分,對(duì)服務(wù)設(shè)計(jì)相關(guān)理論知識(shí)進(jìn)行梳理歸納,了解服務(wù)、服務(wù)設(shè)計(jì)的基本概況、要素、特點(diǎn)以及與其他設(shè)計(jì)學(xué)科的關(guān)系,總結(jié)服務(wù)設(shè)計(jì)的原則和常用的設(shè)計(jì)方法,分析了將服務(wù)設(shè)計(jì)理念引入物流網(wǎng)站設(shè)計(jì)的目的與優(yōu)勢(shì)。第二部分,對(duì)物流網(wǎng)站進(jìn)行服務(wù)觸點(diǎn)分析,找出線下線上服務(wù)斷裂的環(huán)節(jié);分析現(xiàn)有物流網(wǎng)站的各個(gè)要素,改變傳統(tǒng)“產(chǎn)品在前,服務(wù)配套”的設(shè)計(jì)思維;提出了基于服務(wù)設(shè)計(jì)理念的物流網(wǎng)站設(shè)計(jì)模型,并總結(jié)設(shè)計(jì)方法和流程。第三部分,著重在于設(shè)計(jì)實(shí)踐,分析用戶體驗(yàn)地圖,了解用戶需求,發(fā)掘用戶的使用痛點(diǎn);利用服務(wù)藍(lán)圖分析用戶行為過程中的接觸點(diǎn)和感受,探索服務(wù)中缺失或不足的環(huán)節(jié),進(jìn)而明確產(chǎn)品服務(wù)體驗(yàn)的設(shè)計(jì)方向。第四部分,通過測(cè)試評(píng)估來驗(yàn)證與分析物流網(wǎng)站服務(wù)的完整性。利用服務(wù)設(shè)計(jì)理念對(duì)物流網(wǎng)站提供的服務(wù)做進(jìn)一步修正,以達(dá)到滿足用戶需求的目的。本文能為互聯(lián)網(wǎng)產(chǎn)品的交互設(shè)計(jì)、用戶體驗(yàn)、服務(wù)流程規(guī)范的研究提供一種方法和思路。
[Abstract]:With the rise of electronic commerce and the increase of enterprise logistics demand, the requirements of users for logistics service level are also increasing. Among them, logistics website, as a hybrid service, includes offline services. Need to use systematic design ideas to guide practice, but the current logistics website design is more focused on interactive design or product user experience design, it is inevitable that offline service disconnect, inefficient, Problems such as missing function of logistics contact point lead to the user unable to gain experience cognition from participating in the complete service process. Therefore, in the face of the impact of e-commerce products that pay more attention to the quality of service and the overall experience of users, logistics websites urgently need to adjust the existing service system design system, improve the life cycle of products and services, and enable users to meet their needs from the generation of needs. Online operation to offline implementation and other links have been pleasant experience. In order to realize the logistics website service effectively, the thesis carries on the research from the following four aspects: the first part, carries on the summary to the service design related theory knowledge, understands the service, the service design basic general situation, the essential factor, This paper summarizes the principles and common design methods of service design, and analyzes the purpose and advantages of introducing the concept of service design into logistics website design. The second part is to analyze the service contact of the logistics website, to find out the link of the service breaking off the line, to analyze the elements of the existing logistics website, and to change the traditional design thought of "product in front, service matching". The logistics website design model based on service design concept is put forward, and the design method and process are summarized. The third part focuses on the design practice, analyzes the map of user experience, understands the user's needs, excavates the user's pain point, analyzes the contact point and feeling in the process of user's behavior by using the service blueprint, and explores the missing or insufficient links in the service. And then clarify the design direction of product service experience. The fourth part verifies and analyzes the integrity of logistics website service through testing and evaluation. The service design concept is used to modify the service provided by the logistics website to meet the needs of users. This paper can provide a method and train of thought for the research of interactive design, user experience and service flow specification of Internet products.
【學(xué)位授予單位】：華中科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2016
【分類號(hào)】：TP393.092

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