非遗文化服务设计中的接触点优化方法研究

目的 为提升用户服务体验，探索服务设计接触点的优化方法，扩展服务设计理论。方法 首先，以服务流程分析为基础，识别非遗文化服务过程的接触点，由用户对服务接触点满意度评价计算引申重要性后，分析并确定关键服务接触点;其次，进行关键服务接触点失效分析，嵌入用户感知评价作为三种风险因素权重计算关键服务接触点风险值，输出改进优先级排序矩阵;最后，依据分析结果对非遗文化服务设计方案进行制定与验证评价。结论 搭建服务接触点优化设计方法，通过福州漆艺文化服务设计为例验证表明，该方法可以有效评估关键接触点，全面分析关键服务接触点的失效性，提供服务接触点优化设计方向，进而改善用户体验流畅感，提高服务品质，藉此为非遗文化服务设计提供方法借鉴。

Optimization Method of Touch Points in Service Design of Intangible Cultural Heritage

The work aims to improve user service experience, explore the optimization method of service design touch points and expand the service design theory. Firstly, based on the service process analysis, touch points of the intangible cultural heritage service process were identified, and key service touch points were analyzed and determined after calculating the derived importance from the user satisfaction evaluation of the service touch points. Secondly, a failure analysis was conducted on the key service touch points, the user perception evaluation was embedded as three risk factor weights to calculate the risk value of the key service touch points, and the improvement priority ranking matrix was output. Finally, based on the analysis results, the design plan of intangible cultural heritage services was developed, verified and evaluated. The optimization method of touch points in the service design is developed and validated by the service design of Fuzhou lacquer culture. It shows that the method can effectively evaluate the key touch points, comprehensively analyze the failure of key service touch points, provide the direction of optimization design in the service touch points, and then improve the fluency of user experience and improve the service quality, thus providing a method reference for the service design of intangible cultural heritage.