设计类留学咨询服务的用户服务系统设计  

RESEARCH ON CUSTOMER SERVICE SYSTEM OF DESIGNING OVERSEAS STUDY CONSULTING SERVICE

作　　者：金信琴[1] 石爽 周辰[1] 安思羽 

机构地区：[1]哈尔滨理工大学机械动力工程学院

出　　处：《设计》2018年第17期93-95,共3页Design

摘　　要：目的文章从用户体验的角度研究申请设计类专业的留学咨询服务,改善留学咨询机构人工服务质量,优化拉新渠道,设计可线上体验的服务系统。方法通过定性调研、用户访谈法和persona方法明确用户需求,SWTO和竞品分析确定设计定位,采用360VR技术设计符合用户需求的全景体验。结果在高服务与低成本的矛盾中,用户服务系统作为一种平衡客户与公司的策略,本次用户服务系统研究给留学咨询机构的售前服务奠定发展方向,并阐述了留学咨询服务设计中用户体验的价值和意义。From the perspective of user experience, the article studies the overseas study consulting services of the application design profession, improves the quality of artificial services for prospective students who apply for design majors, and optimizes the channels for new overseas study institutions.Through qualitative research, user interviews and persona methods to clarify user needs, SWTO and competitive product analysis to determine the design position, using 360 VR technology to design a panoramic experience in line with user needs.In the conflict between high service and low cost, the user service system is a strategy for balancing customers and companies.This user service system study lays a development direction for the pre-sales service of the overseas study consulting agency and expounds the value and significance of the user experience in the design of the overseas study counseling service.

关 键 词：服务设计 留学咨询 用户研究 

分 类 号：TB472[一般工业技术—工业设计]