基于服务设计理念的智能服装零售店设计研究

发布时间：2018-04-30 06:35

本文选题：服务设计 + 智能服装零售店　；参考：《大连理工大学》2016年硕士论文

【摘要】：随着互联网信息技术的蓬勃发展,电子商务快速创新所带来的新兴消费方式正逐渐渗透到人们日常生活中的各个角落。其中以服装零售为代表的传统零售行业受到了相当程度的冲击和影响,不得不面临巨大的转型压力和创新挑战。此外,在体验经济来临的今天,人们对服务体验的不断关注和追求,让服务设计正作为一种新兴的设计理念越来越受到重视。因此,本文基于服务设计理念,以优化服务体验为诉求点,指导智能化转型趋势之下的服装零售店的设计研究。本文从服务设计理念相关的理论展开研究,包括对服务设计的概念、服务设计的原则、服务设计工具及服务设计流程等理论分析。通过对服装零售店、现有智能技术和服务设计理念在智能零售店的应用案例分析,探讨服务设计理念导入智能服装零售店设计中应用范畴和价值。通过对服务设计理念的理论分析和对服装零售店智能化转型变革的论述,总结出服务设计理念下的智能服装零售店设计原则：服务互动数字化原则、智能技术人性化原则、交互形式多样化原则、服务体验个性化原则和智能触点一致化原则。进而在设计原则的基础之上,梳理出服务设计理念下智能服装零售店的设计方法：绘制服务蓝图、显化服务证据、优化服务流程、增加服务接触点和导入自助服务。本次研究选取快时尚服装零售店作为设计实践研究对象。通过调研总结顾客购物过程和基本需求、绘制快时尚服装零售店的服务蓝图和分析各服务接触点,找出现有快时尚服装零售店的服务不足和相对薄弱服务环节,进而提出快时尚智能服装零售店服务流程的构想。设计成果最终包括快时尚智能服装零售店的服务系统构建和智能硬件终端设计(智能货架、智能试衣间、智能自助收银机)。该设计实践为上述所得出设计原则和设计方法提供了例证。本论文研究从服务方面拓展了服装零售店设计的维度,相应的设计实践也为今后相关的研究提供参考依据。
[Abstract]:With the rapid development of Internet information technology, the new consumption mode brought by the rapid innovation of electronic commerce is gradually infiltrating into every corner of people's daily life. Among them, the traditional retailing industry, represented by clothing retailing, has been impacted and influenced to a certain extent, and has to face enormous pressure of transition and challenge of innovation. In addition, with the coming of experience economy, people pay more and more attention to service experience, which makes service design more and more important as a new design concept. Therefore, based on the concept of service design, this paper aims at optimizing service experience to guide the design of clothing retail stores under the trend of intelligent transformation. This paper studies the theory of service design, including the concept of service design, service design principles, service design tools and service design process. By analyzing the application case of clothing retail store, existing intelligent technology and service design concept in intelligent retail store, this paper discusses the application scope and value of service design concept in intelligent clothing retail store design. Based on the theoretical analysis of service design concept and the discussion on the transformation of intelligent clothing retail store, this paper summarizes the design principles of intelligent clothing retail store under the concept of service design: the principle of interactive digitization of service, the principle of humanization of intelligent technology. The principle of diversification of interaction forms, the principle of individuation of service experience and the principle of consistency of intelligent contacts. Then on the basis of the design principle, the design methods of smart clothing retail store under the service design concept are sorted out: drawing the service blueprint, manifesting the service evidence, optimizing the service flow, increasing the service contact point and introducing the self-service. This research selects the fast fashion clothing retail store as the design practice research object. Through research and summary of customer shopping process and basic needs, draw fast fashion clothing retail store service blueprint and analysis of service contact points, to find the fast fashion clothing retail store service shortage and relatively weak service links, Then put forward the concept of fast fashion smart clothing retail store service flow. The design results include the construction of service system and the design of intelligent hardware terminal (intelligent shelf, intelligent fitting room, intelligent self-service cash register). The design practice provides an example for the above design principles and methods. This paper extends the dimension of clothing retail store design from the service aspect, and the corresponding design practice also provides the reference for the related research in the future.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：J525.2

【参考文献】