服務體驗導向之智慧化接待系統介面設計與評估－以研華科技iReception資訊站為例

Service Experience Oriented Intelligent Reception System Interface Design and Evaluation - Using iReception System of Advantech as an Example

葉承翰(Cheng-Han Yeh)

指導教授 ： 陳圳卿

國立臺北科技大學/設計學院/互動媒體設計研究所/碩士(2014年)

https://doi.org/10.6841/NTUT.2014.00453

摘要

近年來，隨著全球商業競爭日趨激烈與白熱化，以客為尊的創新服務與體驗價值已成為產業發展主流，並逐漸成為企業經營之核心要角；適逢現今數位科技日新月異之劇變，各企業為提供良好之顧客體驗並創造競爭優勢，紛紛搭上全球資訊科技迅速發展的熱潮，透過智慧科技導向服務的鏈結與創新策略，取代傳統經營管理模式，以無形的方式營造無所不在的服務；然而，在此創新型態架構之下，縱使有其優勢，卻也容易在科技與使用者需求媒合過程之中產生許多問題，故本研究以現有之企業智慧化接待系統為例，輔以服務體驗之觀點，探討其服務系統模式與設計。研究透過企業服務之現況調查、現有系統介面分析、使用者經驗觀察與應用使用者導向之創新設計方法，針對其服務缺口以及介面設計問題進行探究，依此重新建構以使用者經驗為基礎之智慧化服務系統與介面。研究最後藉由焦點團體法進行介面使用性以及服務體驗系統規劃之專家評估與驗證，期望在智慧型服務設計之相關領域能有所認知，並提供業者日後進行相關之服務流程規劃時之參考與建議。
　　本研究依結果彙整提出之具體結論如下：(1) 創新服務與使用者經驗之設計必須於設計過程中進行多次的評估，以確保其細節與流程之完整性。(2) 服務創新可藉由服務實體化之過程，建立顧客對於企業價值之正面形象。(3) 服務體驗設計應透過宏觀之視野進行規劃，著重於全面性之體驗創造，而非僅止於區域性之規劃設計。(4) 歸因於時代迅速變遷，企業風氣與創新目標皆獨樹一幟，未來故應審慎考量設計理論與原則之應用，以確實符合不同企業之願景與期望。

關鍵字

服務體驗 ； 創新服務設計 ； 智慧化接待系統 ； 使用者經驗 ； 介面設計

並列摘要

As global business competition becomes increasingly fierce and heated in recent years, value of customer-oriented innovative services and experience becomes the mainstream in industry development and plays an increasingly pivotal role in business operations. Amid constant dramatic changes of today’s digital technology, companies, in order to offer optimal customer experience and achieve competitive advantages, are successively taking a free ride on the waves of rapid global IT development and creating omnipresent services in intangible ways by replacing traditional business management models with linkage of intelligence-based services and innovation strategies. Although this innovation-based framework offers certain advantages, several problems may easily occur in the process of matching technologies and user needs. For this reason, in this study, the model and design of the current corporate intelligent reception system was firstly examined from the perspective of service experience. Issues such as service gaps and interface design in this system were uncovered and explored in depth by means of service system survey, case study, user observation and user-oriented innovative design methods. Next, an interface based on user experience for the intelligent service system was reconstructed. Finally, a focus group study was employed to obtain expert assessment and verification of the interface usability and the service experience system, which aims to gain insight into fields related to the design of intelligent services and provide reference and suggestions for companies in their future planning.
　　Based on the findings of this study, this research is concluded as follows: (1) Design of innovative services and user experience must undergo multiple assessments to ensure the integrity of details and processes thereof. (2) Service innovation helps customers to have positive perception of corporate values through service materialization. (3) Design of service experience should be planned in a broad view and focuses on the comprehensive goals of experience instead of regional planning and design. (4) Considering the uniqueness of corporate climates and innovation goals attributable to today’s rapid changes, it is essential to contemplate the application of design theories and principles in order to meet different corporate visions and expectations.

並列關鍵字

Service Experience Engineering ； Innovative Service design ； Intelligent Reception System ； User Experience ； Interface Design

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