基于触点挖掘的高校自行车服务系统设计研究

发布时间：2018-04-26 17:47

本文选题：自行车服务系统 + 触点　；参考：《南京理工大学》2017年硕士论文

【摘要】：本文针对高校自行车服务系统为研究对象,以服务设计理论为基础支撑,触点为研究切入点,结合服务设计方法展开研究,最后运用过程链网络工具方法对研究成果进一步补充和优化。旨在深入探析高校自行车服务系统中用户需求和现有系统中存在的问题,结合以上建立触点模型,搭建标准场景,构建全新而完善的服务系统模型和服务系统过程链网络,通过设计实践和系统检验对其给予支撑。首先确立服务系统中的主体用户,进而运用人物志方法对主体用户特征进行提取,运用利益相关人方法对主体用户有利益相关性的其他用户进行挖掘,结合关键人物地图法明确主体用户和其他用户之间的交互关系,从定性角度提取主体用户需求。通过对主体用户需求度层级的问卷调研从定量角度提取主体用户需求,将二者结合总结用户外在与潜在需求。其次分析主体用户使用现有服务系统流程并挖掘触点。通过实地调研定性层面,问题突出性层级定量层面,触点层面和流程与交互层面的研究总结现有系统的问题。从现有系统问题的改进角度结合主体用户需求建立触点模型。进而构建高校自行车服务系统模型。最后运用过程链网络(PCN)工具方法构建高校自行车服务系统过程链网络并优化。以主体用户需求为基础,以服务系统模型为参照,以触点模型在过程链网络中的定位为标准进行设计实践,实践内容包括系统设施设计和系统流程界面设计,最终由系统模型和过程链网络以及设计实践成果搭建完整的高校校园自行车服务系统。
[Abstract]:This paper aims at the bicycle service system in colleges and universities, takes the service design theory as the foundation, the contact as the research breakthrough point, unifies the service design method to launch the research. Finally, the process chain network tool method is used to further supplement and optimize the research results. The purpose of this paper is to probe deeply into the requirements of users in the bicycle service system of colleges and universities and the problems existing in the existing systems, combining with the above to establish contact models, set up standard scenes, and construct a new and perfect service system model and service system process chain network. It is supported by design practice and system test. Firstly, the main users in the service system are established, then the main user features are extracted by the personography method, and the other users who have the interest correlation are mined by the stakeholder method. According to the key person map method, the interaction between the main user and other users is clarified, and the main user needs are extracted qualitatively. Through the questionnaire survey of the level of the main user's demand degree, the main user's demand is extracted from the quantitative point of view, and the external and potential demand of the user is summed up by the combination of the two methods. Secondly, it analyzes the process of using the existing service system by the main user and excavates the contact point. The problems of the existing system are summarized through the qualitative level of field investigation, the quantitative level of problem salient level, the contact level and the process and interaction level. From the point of view of the improvement of the existing system problems, the contact model is established in combination with the user requirements of the main body. Then the model of bicycle service system in colleges and universities is constructed. Finally, the process chain network of bicycle service system in colleges and universities is constructed by using process chain network (PCNN) tool and optimized. Based on the requirements of the main user, the service system model is taken as the reference, and the positioning of the contact model in the process chain network is taken as the standard. The practical content includes the design of the system facilities and the design of the system process interface. Finally, the system model and process chain network as well as the design of practical results to build a complete campus bicycle service system.
【学位授予单位】：南京理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TP311.52

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