基于软系统方法论的宠物航空托运服务设计研究

Design of Pet Air Consignment Service System Based on Soft Systems Methodology

中文关键词: 切克兰德软系统方法论(SSM)  宠物航空托运  服务设计  用户体验

英文关键词: Checkland' Soft Systems Methodology (SSM)  pet air consignment  service design  user experience

中文摘要:

      目的 针对长途出行场景下的宠物托运需求，运用切克兰德软系统方法论(SSM)分析国内宠物航空托运服务的未来发展方向。方法 在介绍软系统方法论的基础上，参照SSM的研究步骤总结出其应用于宠物航空托运服务设计的分析流程，并逐步实施问题识别与表达、根定义创建、概念模型构建、现实状态比较及改革行动确定，对宠物航空托运服务设计活动进行探讨。结果 构建了由信息查询、航空箱共享服务和智能航空箱3个子系统组成的新型宠物航空托运服务系统的概念模型，根据与现实的比较以及切克兰德三项分析提出了相关服务策略并进行设计实践。结论 基于SSM的宠物航空托运服务设计，能够解决当前宠物航空托运服务的痛点问题，有利于提升整体用户体验，同时也进一步丰富了软系统方法论在服务设计领域的应用内涵。

英文摘要:

      The work aims to focus on the demand for pet air consignment in long-distance travel scenarios, use the Soft Systems Methodology (SSM) of Peter Checkland to analyze the future development direction of domestic pet air consignment service. Based on the introduction of SSM, the analysis process of its application to pet air consignment service design was summarized with reference to the research steps of SSM, and the problem identification and expression, root definition creation, conceptual model construction, comparison of realistic states and reform action determination were implemented step by step to explore the design activities of pet air consignment service. As a result, a conceptual model of a new pet air transportation service system consisting of three subsystems:information query, airline-approved pet carrier sharing service, and intelligent airline-approved pet carrier was constructed. Based on the comparison with reality and the analysis of three aspects by Checkland, relevant service strategies were proposed and design practices were carried out. The design of pet air consignment services based on SSM can solve the pain points of current service. It is conducive to the improvement of the overall user experience, and at the same time further enriches the application of the soft systems methodology in the field of service design.