服务设计研究现状与进展

目的 对服务设计的研究现状进行了梳理和分析。方法 以服务设计的概念为基础，从服务设计的发展、3个层次模型、研究方法与技术、创新模式、面向社会创新等层面，对服务设计的发展和作用进行了探讨。结果 得出服务设计对于设计教育、设计行业、技术驱动、引领原始创新、服务社会带来的影响。结论 服务设计的3个层次模型，概括了服务设计的本质；随着互联网、大数据和人工智能的发展，服务设计正从传统设计走向科技设计，技术驱动和人工智能将发挥重要作用；服务设计从关注产品、系统和环境等因素，走向了企业管理和社会创新；提升服务设计的同理心，分析服务设计的规律和特征，准确地获取与表达服务接触点，集成知识，整合创新，能够引领原始创新。

Status and Progress of Service Design

The status and progress of service design is analyzed. Based on the concept of service design, the development and function for service design were discussed from the three-level mode, methodology and technology, innovation modes, and social innovation. The influence of service deign to design education, design industry, technology driven, original innovation and serving society was present. The three-level mode was summarized for the essence of service design. With the development of internet, big data and artificial intelligence, service design is being changed from traditional design to technology design, and the technology-driven and artificial intelligence will play great roles. Service design has changed from focusing on product, system and environment to enterprise management and social innovation. Improving empathy in service design, analyzing the rules and characteristics of service design, accurately acquisiting and representing of service touchpoints, integrating knowledge and innovation can lead original innovation.