摘要
Abstract
Taking the self-checkout service of Walmart supermarket as an example,this paper explores the factors affecting the user's self-service checkout service experience,and puts forward the problems and optimization suggestions of service design in the process of self-checkout.By observing and summarizing the service process and contact points,the emotional experience of 65 users was extracted in the form of questionnaires,and finally 10 respondents were surveyed by semi-structured interview method,and the interview data were analyzed and summarized by grounded theoretical methods.Finally,four factors affecting user experience are extracted:"service quality","user characteristics","environmental guidance"and"information technology",and the influencing factor model of self-service cash register service is constructed.The design strategies are proposed from the four dimensions of service,user,environment and technology,in order to provide reference for the further development of supermarket self-service cash register service.关键词
扎根理论/自助收银/用户体验/服务设计/设计策略Key words
Grounded in theory/Self-service cash register/User experience/Service design/Design strategy分类
管理科学
