设计2024，Vol.37Issue(3)：28-31,4.
"无接触"视角下服务设计接触点研究
RESEARCH ON SERVICE DESIGN TOUCHPOINTS FROM THE PERSPECTIVE OF"CONTACTLESS"
摘要
Abstract
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.关键词
无接触/健康安全/服务设计/接触点/外卖平台Key words
Contactless/Health and safety/Service design/Touchpoints/Take out platform分类
通用工业技术引用本文复制引用
陶冶.."无接触"视角下服务设计接触点研究[J].设计,2024,37(3):28-31,4.基金项目
2023-2024年度台州市哲学社会科学规划课题,课题名称:服务设计赋能台州非遗文化体验与传承研究,课题编号:23GHY06 （）
