面向智能家居的新零售服务体验研究  

RESEARCH ON SERVICE EXPERIENCE OF NEW RETAIL FOR SMART HOME

作　　者：虞慧岚[1] 陈琪 宋明亮[1] YU HUILAN;CHEN QI;SONG MINGLIANG(不详)

机构地区：[1]大连理工大学建筑与艺术学院

出　　处：《设计》2021年第3期93-95,共3页Design

摘　　要：基于新零售时代背景,研究智能家居零售场景中的问题,构思智能家居的新零售服务设计策略,重构用户的购物服务体验。阐述智能家居与新零售模式的内涵,分析智能家居零售业的发展现状以及将服务设计与智能家居新零售结合的意义,总结其服务体验目前存在的各种问题。提出了具有针对性的智能家居新零售服务体验创新策略。指出服务设计策略在于建立全链路的解决方案,构建涵盖销售前、中、后各个阶段的服务体验闭环,为智能家居企业建立发展新零售业态提供参考与建议。Based on the era background of the new retail,research the problems in the smart home retail scene,conceive the new retail service design strategy of the smart home,and reconstruct the user’s shopping service experience.Explain the connotation of smart home and new retail model,analyze the development status of smart home retail industry and the significance of combining service design with smart home new retail,and summarize the current problems in its service experience.A targeted innovation strategy for smart home new retail service experience is proposed.It is pointed out that the service design strategy is to establish a full-link solution,construct a closed-loop service experience covering all stages of pre-sales,middle and post-sales,and provide references and suggestions for smart home companies to establish and develop a new retail industry.

关 键 词：智能家居 新零售 服务体验 服务设计 设计策略 

分 类 号：TB47[一般工业技术—工业设计]