服务设计中的接触点:定义、研究现状与趋势

Touchpoints in Service Design:Definition, Research Status and Trend

中文关键词: 服务设计  接触点  服务流程  设计概念

英文关键词: service design  touchpoint  service process  design concept

中文摘要:

      目的 在30多年的发展中，服务设计学科的研究目标从论证为什么需要对服务进行设计，以及对设计实践的分析总结，逐步转向对服务设计所需的理论框架、方法和工具的深入探索。接触点是服务设计核心研究领域之一，关于这一概念的理解和应用，对在服务设计领域建立可靠的研究和实践路径有着极为重要的作用。方法 通过综合调研国内外相关学术研究成果，梳理了“接触点”概念在服务设计领域的起源、定义、分类、意义、研究现状与趋势，有助于设计研究者在此基础上更好地理解、观察和设计复杂服务。结论 接触点是服务提供者与用户之间互动的联系点，具备实体性、交互性、时间性、体验性等多个属性。一系列接触点的整合体验构成了用户体验。同时，接触点是服务建模的中心材料和主要可设计构件，可以成为服务创新的源泉基点。接触点相关的理论研究及设计工具的开发是服务设计的重要发展方向。

英文摘要:

      In the past three decades, the research goal of service design has gradually shifted from demonstrating its significance and analyzing related design practices, to further exploring the theoretical framework, methods and tools. Touchpoint is one of the core research areas of service design. The in-depth understanding and application of touchpoints play an important part in establishing a reliable foundation of research and practice in this field. This paper summarizes the origin, definition, classification, significance, research status and trend of service touchpoint through a comprehensive survey of relevant academic research at home and abroad. It is aimed at helping design researchers to better understand, observe and design complex services.Touchpoint is the contact point between the service provider and the user, which has multiple attributes such as tangibility, interactivity, time and experience. The integrated experience of a series of touchpoints constitutes the overall user experience. At the same time, touchpoints are the central material and the main design component of service modeling and innovation. The study of the basic theory of touchpoints and the development of related tools are important research directions in service design.