从物理银行到互联网金融的服务设计思考

Reflecting on Service Design from Physical Bank to Internet Finance

中文关键词: 银行  物理银行  互联网金融  服务设计  体验

英文关键词: bank  physical bank  internet finance  service design  experience

中文摘要:

      目的 探讨从物理银行到互联网金融的服务设计思维及我国银行开展服务设计的策略。方法通过对物理银行、 互联网金融的比较研究， 阐述了两种服务模式的关联以及各自开展服务设计的机会点， 借助案例研究， 分析了服务设计驱动下的国内外银行创新实践及启示。结论 阐明了银行服务可以更好地被设计， 提出了我国银行开展服务设计的三点建议， 即以客户为中心重新定义其与银行的关系、 精心设计服务接触中的用户体验、 跨专业协作为银行赋予有意义的形式。

英文摘要:

      It explores service design thinking from physical bank to internet finance and the strategy of service design for Chinese banks.It investigates the relationship between physical bank and internet finance， and their opportunities of service design through classified research on two banking modes.By cases research， it also analyzes the practices and enlightenments of bank innovation in foreign countries and China.It states that bank service can be better designed and three advices about carrying out service design for Chinese banks， which are redefining the relation between customer and bank based on customer-centered design， well-designed user experience in service encounter， and enabling bank meaningful forms through cross-discipline collaboration.