基于用户接触点的高校新生入学服务设计  

DESIGN OF COLLEGE FRESHMEN ADMISSION SERVICE BASED ON USER TOUCH POINTS

作　　者：马官正 MA GUANZHENG

机构地区：[1]南京信息工程大学传媒与艺术学院

出　　处：《设计》2019年第7期62-65,共4页Design

基　　金：江苏省高等学校大学生创新创业训练计划项目

摘　　要：通过引入服务设计中接触点的概念,对高校新生的入学服务进行重新的设计,提高高校新生的入学体验,优化高校的资源配置。对于物理接触点,数字接触点,人际接触点三种类型接触点的整理,通过目标用户在整个服务流程阶段当中的行为推导出目标用户基于这三种类型接触点的痛点,结合目标用户的细化设计目标,设计出全面明确的服务设计解决方案。最终基于接触点的感念结合设计目标,给出了基于目标用户接触点痛点的新生入学服务设计方案。该方法可以为高校新生入学服务设计提供参考。By introducing the concept of touch point in service design,the entrance service of college freshmen is redesigned to improve the entrance experience of college freshmen and optimize the resource allocation of college. For physical touch point,digital touch point,personal touch point of the three types of touch point, through the target user is derived in the whole service process phase behavior of the touch point of the target users based on the three types of weaknesses,the combination of target users refine design goal,design a comprehensive and clear service design solutions. Based on the recognition of the touch point and the design goal,a new student enrollment service design scheme based on the target users' pain points was proposed. This method can provide reference for the design of college freshmen admission service.

关 键 词：接触点 服务设计 高校新生入学服务 

分 类 号：TB472[一般工业技术—工业设计]