服务设计视角下乡村旅游创新研究  

Rural Tourism Innovation from the Perspective of Service Design

作　　者：张晴[1] 娄明[1] 刘洋[1] 郑勉勉 ZHANG Qing;LOU Ming;LIU Yang;ZHENG Mian-mian(Anhui University of Technology,Maanshan 243002,China)

机构地区：[1]安徽工业大学,马鞍山243002

出　　处：《包装工程》2022年第2期192-199,共8页Packaging Engineering

基　　金：安徽高校人文社会科学研究重点项目(SK2019A0065)。

摘　　要：目的以乡村振兴背景下乡村旅游发展为目标,探索乡村旅游服务设计创新的方法。方法将服务设计理解为"组织"与"关系"的设计,运用服务设计的思想和方法,进行从"产品"到"系统"的研究转变、乡村旅游的系统创新架构的重新设计,结合用户全旅程的用户体验设计,完善乡村旅游服务系统,提升服务体验效果。结论以歙县许村为对象进行旅游服务系统设计实践,通过用户体验地图、服务系统图与服务蓝图的应用,明确服务内容与前台后台关系,通过分析体验痛点与机会点,构建包含服务、信息、资金等内容的服务系统,并针对品牌吸引提升、服务接触点完善、民俗文化传播3个方面,输出旅游服务平台、公共设施、特色礼品等设计方案,从而提升乡村旅游服务体验并传播乡村文化价值。This paper explored innovative methods of rural tourism service design under the background of rural revitalization and development of rural tourism. During the design focus transformed from product to system, we understood service design as the design of the “organization” and “relationship”, and used the methods of service design, redesigned the system innovation framework of rural tourism and enhanced user experience design combined with the user journey, to improve the rural tourism service system and service experience, which combined with the user the whole journey of user experience design. We designed Xucun service system, we built its service system including service, information, fund and other content, with the methods practice of user experience map, service system map and service blueprint, by defining service content and relationship between foreground and background, analyzing the experience pain points and opportunities. Then we designed tourism service platform, public facility, tourist souvenir, etc, from three aspects of brand attraction promotion, service contact point improvement and folk culture communication, so as to improve rural tourism service experience and spread rural cultural value.

关 键 词：服务设计 乡村旅游 产品服务系统 用户体验 

分 类 号：TB472[一般工业技术—工业设计]