應用使用者體驗創新設計法探討大學圖書館之服務設計

Applying User Experience Innovation Design to Improve the University library Services

楊舜云(Shun-Yun Yang) ； 黃恩亭(En-Ting Huang) ； 鍾學威(Hsueh-Wei Chung) ； 法子晴(Soledad Falconi Cobo) ； 葉雯玓(Wen-Dih Yeh)

《設計學研究》 20卷1期 (2017/07) Pp. 73-94

https://doi.org/10.30105/JDS.201707_20(1).0004

摘要

大學圖書館的任務在於有效的提供圖書資訊，支援教學研究。然而，隨著大學生資訊尋求行為的改變，大學圖書館的服務型態也應隨之轉型，以滿足使用者需求。有鑑於此，本研究以提升使用者體驗為目標，重新檢視大學圖書館的服務，並提出創新服務策略。在執行上，本文運用哥本哈根互動設計學院之「使用者體驗創新設計」的手法和步驟，從使用者研究開始，藉由文獻分析、實地觀察和訪談法…等質性途徑蒐集使用者資料。而後利用「使用者旅程圖」分析出服務流程中的各個使用者與服務互動的接觸點，以及使用者的「痛點」與「甜蜜點」；透過「需求與價值分析模式」、「創新挑戰分析」洞察使用者的需求，擬定創新挑戰課題，然後邀請使用者一起參與創新概念發想，並藉由情境模擬和原型製作，將創新概念具體化。最後設計出一款APP 串連整個創新服務概念，並提出策略藍圖說明將本研究之圖書館創新服務提案付諸實現的展開方式。經由本研究設計之APP 展現的圖書館創新服務，將大學圖書館變成一個資訊交流中心，方便使用者用經濟而有效率的方式，吸收到更多有用的知識。

關鍵字

服務設計 ； 使用者體驗 ； 大學圖書館

並列摘要

The mission of the university library is to provide knowledge and information to support teaching and research. However, with the change of information seeking behavior of university students, university libraries should transfer their service to meet users' needs. In view of this, the study aimed to enhance the user experience by re-examining the services of the university library and proposing innovative service strategy. This project followed what's called a user experience innovation design process which has been used by Copenhagen Institute of Interaction Design to improve the university library services. Beginning with user research, this paper used the qualitative approach such as literature review, interviews, and field observations to collect user information. We use a set of tools and techniques to take the user's needs into account at every stage of the library service. Firstly, we created a user journey map to identify touchpoints that characterize users' interaction with the service. Furthermore, the research team developed the innovation challenge topic, inviting a user to participate in concept generation stage and prove innovation concepts embodied by scenarios and prototyping. Finally, the research team designed an APP to link all innovative service concepts and proposed a service blueprint to illustrate how to implement the innovative service in the university library.

並列關鍵字

Service Design ； User Experience ； University Libraries

參考文獻

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