文献类型：期刊文献

英文题名：Service Design for a Hand-Painted Map of the North Bund in Shanghai

作者：Ye, Junnan[1]; Wang, Jingyang[1]; Wang, Menglan[1]; Liu, Xu[1]; Zhu, Siyao[1]

机构：[1] East China University of Science and Technology, Shanghai, 200237, China

年份：2021

卷号：1419

起止页码：406

外文期刊名：Communications in Computer and Information Science

收录：EI(收录号：20213210753449)

语种：英文

外文关键词：Economics

摘要：As a significant part of promoting economic growth and attracting tourists' attention, souvenirs have always been attached importance by cultural and creative industries. This dogmatic design thinking can lead to the souvenirs being insipid or too serious, which does not make it a relaxing or enjoyable experience for visitors. In addition, the current souvenir design tends to focus only on the sales process, without considering that the product may form multiple touchpoints with tourists during the whole journey. In view of the existing shortcomings, the Emotional Design concept and Service System construction method are innovatively applied to tourist souvenir design. The hand-drawn maps of tourists participating in the whole process were taken as the research object, and the North Bund Sightsight Area of Shanghai Hongkou District, which has rich historical resources and future development advantages, was taken as the research scope. In the design practice, first of all, the Kano Model is used to analyze the subjective questionnaire and summarize the tendency in the emotional needs of potential users. Then, the service design tool is used to comb the stakeholders and draw the customer journey map and service blueprint. ? 2021, Springer Nature Switzerland AG.