基于TRIZ和类比设计的服务接触点优化应用研究

目的通过改善服务接触点构成要素之间的作用关系来优化服务接触点,提升用户体验。方法在分析服务接触内涵和服务要素的基础上,对服务接触点构成要素及其作用关系进行研究;基于类比设计,将服务接触点构成要素与TRIZ中物质—场模型进行类比分析,构建服务接触点模型;运用TRIZ中标准解求解方法对服务接触点模型进行优化。结果由服务接触点三要素(服务提供者、媒介和顾客)构建服务接触点模型,并通过标准解的应用改善了此模型,实现了对服务接触点的优化。结论通过构建服务接触点模型,结合TRIZ中物质—场分析工具和标准解的应用,为服务接触点的优化设计提供一种新的方法。以丰巢智能快递柜服务系统中的服务接触点优化设计为例,验证该方法的可行性及有效性。

Service Contact Point Optimization Based on TRIZ and Analog Design

The paper aims to improve user experience and optimize service contact points by improving the interaction relationship between the components of service contact points. Based on analysis of service contact connotation and service elements, the components of service contact points and their interaction relationship were analyzed; based on analogy design, the model of service contact point was established by analogy with the element of service contact points and substance-field model in TRIZ; the service contact point model was optimized under the guidance of the standard solution in TRIZ. The service contact point model was constructed by the three elements of the service contact point (service provider, medium and customer). The model was improved by the application of the standard solution, and the optimization of the service contact point was realized by improving the model. By constructing the service contact point model, and combined with the application of substance-field analysis tools and standard solutions in TRIZ, it provides a new method for the optimal design of service contact points. The feasibility and effectiveness of the proposed method are verified by an example of the service contact point optimal design of the Hive Box intelligent express cabinet service system.