汽车售后服务场景的用户体验设计研究

目的通过对具体的汽车售后服务场景中用户体验的深入剖析和研究,探究在服务设计中如何运用用户研究的方法和如何根据具体场景构建合理的用户研究方法论体系。方法通过在实践中运用各研究方法,验证各个方法在获取数据、洞察观点、建立设计逻辑等各个环节的作用。进而为在服务设计中,如何结合具体的服务场景合理运用用户研究方法,构建有效的研究体系提供建议。结果通过设计研究和实践验证得出在服务场景中有效的用户体验评测原则,及获取用户角色模型的推理方法。结论通过本次研究,获得在线下场景中根据场景的限制条件和需求,构建合理的方法和流程,对以后汽车售后服务系统的服务优化设计和体验设计提供良好的方法论。

User Experience Design of Automotive After-sales Service Scenarios

The work aims to explore how to apply user research methods in service design and how to establish a rational user research methodology system based on specific scenarios through the thorough analysis and study on user experience in specific automotive after-sales service scenarios. With the application of various research methods in practice, the role of each method in obtaining data, observing views, constructing design logic and other links was verified. Based on above, suggestions were provided for how to apply user research methods reasonably in combination with specific service scenarios and establish effective research systems in service design. Through design research and practice verification, the effective user experience evaluation principle in the service scenario and the reasoning method for acquiring the user role model were obtained Through such study, the restrictive conditions and demands based on scenarios in the offline scenarios are acquired, and the reasonable method and process are established, providing good methodology for the future service optimization design and experience design of automobile after-sales service system.