Designing a Learning Service through Service Design Perspective: A Case Study for SERVICE PLUS 2019
| Autor: | Yang-Tsai-Ni, 楊采妮 |
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| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 The term “service design” gradually becomes popular in the wake of industry transformation. However, service design is still new in Taiwan, and people own very different opinions and interpretation to this concept. Therefore, DITLDESIGN decides to convey the concept of service design in a conference, hoping to enhance the interaction between service design, the society, and the industry. Thus, this research aims to design an innovative knowledge learning service through the concept and the approach of service design, and in the end evaluates and discusses the result and the influence. The research develops in 3 phases. In the first phase, research design and discussion. Establish the roadmap of the service through drawing up the team goals, customers’ demand inspection, and analysis of the stakeholders. In the second phase, Formulate the milestones of development and execution. Lay down design strategies through the result and research from the first phase. In the third phase, Evaluate the development of the service through Net Promoter Score, Kano Model, and interviews. At last, discuss the result of design. Ultimately, this research shows: (1) Applying the concept of service design to knowledge learning service can increase overall customer satisfaction effectively. (2) Designers can acknowledge customer satisfaction of each design solution and prioritize each demand by evaluating design strategy through Net Promoter Score, Kano Model, and interviews. (3) Applying the concept of service design can assist the team or the organization to reach a consensus and reduce communication cost. In conclusion, this research proves that developing knowledge learning service in the perspective of service design and using the related approach can indeed assist the team or the organization to explore and fulfill the concept of design and increase customer satisfaction. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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