基于服务设计理念的物流网站设计研究

发布时间：2018-04-28 02:34

本文选题：服务设计 + 物流服务　；参考：《华中科技大学》2016年硕士论文

【摘要】：随着电子商务的兴起和企业物流需求的增加,用户对物流服务水平的要求也在不断提高,其中,物流网站作为一种包含线下线上的混合型服务,需要运用系统化的设计思路指导实践,而当前的物流网站设计更多的只是关注交互设计或产品用户体验设计,难免存在线下线上服务脱节、效率低下、物流接触点功能缺失等问题,导致用户不能从参与完整的服务过程中获得体验认知。为此,在面对更加重视服务质量和用户全面体验的电商产品冲击下,物流网站亟待调整现有的服务系统设计体系,完善产品服务的生命周期,让用户从需求产生到需求满足、线上操作到线下实施等环节都获得愉悦体验。为了更好地将物流网站服务有效的实现,论文从以下四个方面进行研究:第一部分,对服务设计相关理论知识进行梳理归纳,了解服务、服务设计的基本概况、要素、特点以及与其他设计学科的关系,总结服务设计的原则和常用的设计方法,分析了将服务设计理念引入物流网站设计的目的与优势。第二部分,对物流网站进行服务触点分析,找出线下线上服务断裂的环节;分析现有物流网站的各个要素,改变传统“产品在前,服务配套”的设计思维;提出了基于服务设计理念的物流网站设计模型,并总结设计方法和流程。第三部分,着重在于设计实践,分析用户体验地图,了解用户需求,发掘用户的使用痛点;利用服务蓝图分析用户行为过程中的接触点和感受,探索服务中缺失或不足的环节,进而明确产品服务体验的设计方向。第四部分,通过测试评估来验证与分析物流网站服务的完整性。利用服务设计理念对物流网站提供的服务做进一步修正,以达到满足用户需求的目的。本文能为互联网产品的交互设计、用户体验、服务流程规范的研究提供一种方法和思路。
[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.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP393.092

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