摘要
探索服务设计理论和KANO模型用户需求层次分析在提升盲人购物体验层面的应用流程和设计方法,优化盲人线上购物APP和线下购物服务产品设计的合理性和适用性。在用户访谈的基础上,基于服务设计流程,借助用户旅程图和服务蓝图梳理盲人购物服务要解决的痛点问题,通过KANO模型用户需求分析,确定盲人线上线下购物服务的需求功能。构建适合盲人使用的线上购物服务APP;设计辅助盲人购物和提升购物体验的语音产品。从服务设计视角,通过服务流程和KANO模型用户需求层次分析,完善和改良了盲人线上购物APP和线下服务产品,解决了盲人购物难和体验差的问题。
To explore the application process and design method of service design theory and Kano model user demand level analysis in improving blind shopping experience level,and optimize the rationality and applicability of blind online shopping app and offline shopping service product design.On the basis of user interviews,based on the service design process,with the help of user journey map and service blueprint to sort out the pain points to be solved in the blind shopping service,and through the user demand analysis of Kano model,determine the demand function of online and offline shopping service for the blind.The online shopping service app suitable for the blind was built,and the voice products were designed to assist the blind in shopping and improve the shopping experience.From the perspective of service design,through the analysis of service process and Kano model user demand level,the blind online shopping app and offline service products are improved,and the problems of blind shopping difficulty and poor experience are solved.
作者
胡鸿
李正安
HU HONG;LI ZHENGAN
出处
《设计》
2020年第11期74-77,共4页
Design
关键词
服务设计
盲人
KANO模型
购物体验
语音交互
Service design
Blind people
Kano model
Shopping experience
Voice interaction
