基于SAPAD-Kano的高校电动自行车充电服务系统设计研究  

Design of Charging Service System for Electric Bicycles in Universities Based on SAPAD-Kano

作　　者：孙许方[1] 赵佳怡 胡茜雯 赵琪[1] SUN Xufang;ZHAO Jiayi;HU Qianwen;ZHAO Qi(Zhongyuan University of Technology,Zhengzhou 451191,China)

机构地区：[1]中原工学院,郑州451191

出　　处：《包装工程》2024年第22期127-141,共15页Packaging Engineering

基　　金：河南省重点研发与推广专项(科技攻关)(212102210346)。

摘　　要：目的针对目前各高校日益重视电动自行车充电服务系统建设,但用户实际充电体验不佳的问题,从用户行为角度研究服务系统设计以提升用户体验满意度。方法调研用户行为并梳理出不同行为情景,基于SAPAD模型分析用户充电行为过程,通过“核心意义簇-物”的映射分析得到功能服务模块,引入Kano模型分类并筛选出符合用户需求的功能服务模块。结果重构高校电动自行车充电站服务系统,以Z高校为例重新设计充电站布局、充电桩设备与微信小程序,制作充电桩模型,发放5点李克特量表满意度问卷以对比设计前后的用户评分,显示用户满意度显著提高。结论基于SAPAD-Kano模型的服务系统设计方法能够实现用户行为、用户需求与功能设计间的映射,并确保功能设计与用户需求的吻合度,为相似设计及评估提供参考。In view of the fact that the construction of electric bicycle charging service system attracts more attention from universities,but the user's charging experience is not good,the work aims to study the design of the service system from the user's behavior to improve the user's satisfaction.The user's behavior was investigated and the different behavior scenarios were sorted out.The user's charging behavior process was analyzed based on SAPAD model,and the functional service module was obtained through"core meaning cluster-object"mapping analysis.The Kano model was introduced to classify and filter the functional service modules in line with the user's needs.The charging station service system for electric bicycles in universities was reconstructed.With Z university as an example,the charging station layout,charging pile equipment and WeChat applet were redesigned,and the charging pile model was made.A 5-point Likert scale satis-faction questionnaire was distributed to users to compare their ratings before and after the design.The results showed that user's satisfaction was significantly improved.The method of service system design based on SAPAD-Kano model can realize the mapping among user's behavior,user's needs and function design,and ensure the consistency between function design and user's needs,providing reference for similar design and evaluation.

关 键 词：校园电动自行车 SAPAD模型 KANO模型 服务系统 充电桩 

分 类 号：TB472[一般工业技术—工业设计]