【作者】 王琨；

【导师】 薛红艳； Wolfgang；

【作者基本信息】 南京航空航天大学 ， 工程硕士（专业学位）， 2019， 硕士

【摘要】 随着社会经济的不断发展,体验式经济逐渐走进人们的视野当中,人们对服务质量的要求越来越高,单一的功能性产品已经不能够满足人们的多样化需求。因此,系统性、全链路的服务设计兴起,已在设计领域占有一席之地。但是,当前服务设计的诸多方法缺乏对用户的结构性、系统性地分析,使设计师的主观情感对设计的结果造成过多影响,导致设计存在方案不合理的隐患。所以,有必要对服务设计的方法进行进一步的改良创新。本文尝试发挥Kano模型在对用户分析时的结构化优势,将Kano模型运用在服务系统的设计当中,但传统的Kano模型在服务设计领域应用时存在一定的缺陷,如:Kano模型在应用于设计过程中时只能针对设计成果的最终使用者进行结构化的分析;Kano模型在分析过程中对用户心理的不确定性考虑不充分,并且完全定性的分析结果不能够对设计决策起到决定性的辅助作用。因此论文按照服务设计的特征对传统Kano模型进行了改良创新。在具体的方法研究上,论文通过对服务设计与Kano模型的理论调研,形成传统Kano模型应用在服务设计中的改良思维与方法:借助服务设计的思维构建服务生态,明确了经营者对服务的信心与服务要素表征水平的关系,并运用联合分析法提出了双因素分类法,借鉴模糊数学评价法与Kano模型结合的研究成果,进一步建立定量化的双因素分类法。最后,论文应用双因素分类法对新零售服务的系统进行优化设计,在服务设计的实践中检验了双因素分类法的应用价值,并提供了新零售服务系统设计的新思路。以上的研究补充了服务设计方法缺乏结构化分析的不足之处,在服务设计领域具有一定的理论改进意义和实践价值。更多还原

【Abstract】 With the continuous development of social economy,experiential economy has gradually come into people’s eyes.People have higher requirements on service quality,and the single functional product can no longer meet people’s diversified needs.Therefore,the rise of systematic,full-link service design has occupied a place in the field of design.However,currently,many methods of service design lack of structural and systematic analysis for users,so that the designer’s subjective feelings have too much impact on the design results,resulting in the design scheme unreasonable hidden trouble.Therefore,it is necessary to further improve and innovate the method of service design.This paper tries to apply the structural advantages of Kano model to user analysis into the design of service system,but traditional Kano model applied in the field of service design has certain defects,such as the Kano model in application in the design process can only be on the end users of the design results of structured analysis.In the process of analysis,the Kano model does not fully consider the uncertainty of users’ psychology,and the completely qualitative analysis results cannot play a decisive auxiliary role in the design decision.Therefore,this paper improves and innovates the traditional Kano model according to the characteristics of service design.In study of concrete method,this paper through the theoretical research on service design and Kano model,the formation of traditional Kano model applied in the improvement of service design thinking and methods,with the help of a service design thinking to build ecological service,has been clear about the operator level of confidence in the service and service elements of characterization,the relationship between joint analysis method and using double Kano model is put forward,using fuzzy mathematical evaluation method with the Kano model combined with the research results,further quantitative double Kano model is set up.Finally,this paper applies the Two-factor classification to optimize the design of the new retail service system.The application value of the Two-factor classification is tested in the practice of service design,and new ideas for the design of the new retail service system are provided.The above research complements the lack of structural analysis of service design methods and has certain theoretical improvement significance and practical value in the field of service design.更多还原