"无接触"视角下服务设计接触点研究OA

This paper aims to address current social concerns about health and safety such as Coronavirusepidemic,virus transmission,bacterial infection,etc.The new ideas for service design,and create more comfort,safety and health for users experience on the analysis of service touchpoints in service design was provided.The types and applications of service touchpoints in service design was analyzed,the contact ways of participants in the whole service process and combining related cases was researched,a new research idea to service design touchpoints based on the"contactless"perspective is proposed.Replace the direct interpersonal contact points in the service system with physical contact points,digital contact points,indirect interpersonal contact points and the integration of multiple service contact points to avoid direct interpersonal contact points and ensure the health and safety of service providers and service recipients in the service process.A flow chart for the conversion of"contactless"service touchpoints was constructed,a new approach is raised up for service design was researched,and the take-out platforms as an example verifies the feasibility of this method,and provides reference and evidence for responding to social issues and business opportunities such as the coronavirus epidemic.