服務設計導入使用者優化體驗之研究

Research on Service Design Importing User Experience Optimization

產品設計與人的生活息息相關，但過往的設計流程常出於設計師本身的想法，缺乏公平且客觀的依據，因而造就了設計上的缺失。然而當代社會運作愈趨複雜，無法僅單靠一人就能將事事處理周圓，而產品設計亦是如此，近年來主張以人為本的「服務設計」之用意，即在於能讓顧客從細節之處來感受到你與他人的不同。是故透過了解服務流程、產品使用環境等情況並藉由服務設計以幫助我們「找出痛點」與「設計解決」。因此本研究以居家生活、辦公場所常見之冷水壺為研究主題，研究方法採層級分析法（AHP）並邀請九位具有設計、美學背景之專家進行小組會議，形成對於生活中冷水壺設計規範之排序，同時也與消費者進行訪談以了解使用端之想法。研究結果顯示：（1）以主要準則區分，功能較形式更為重要；（2）以次要準則區分，安全最為重要，其次為美學、操作、材質、創新；（3）依評估準則區分，各項目當中以直筒細頸形、玻璃、防汙、防漏及雙向壺蓋等五項為優先。最後本研究之結果可供將來進行相關產品設計時之開發依據，藉此改善現今冷水壺產品之缺失，提升消費者之優質體驗。

Product design is closely related to people's lives, but the design process in the past was often based on the designer's own ideas and lacked a fair and objective basis, thus creating a black box in design. However, contemporary society is becoming more and more complex, and it is impossible for one person to handle everything properly, and the same is true for design. In recent years, the spirit of people-oriented design has expanded. Therefore, this research uses the common cold kettle in home life and the office. As the theme, nine experts with design and aesthetic backgrounds were invited to conduct Analytic Hierarchy Process (AHP) to form an expert group's ranking of cold kettle design specifications. The research results show that: (1) according to the main criteria, the function is more important than form; (2) according to the secondary criteria, safety is the most important, followed by aesthetics, operation, material, and innovation; (3) according to the evaluation criteria, Among the items, the five items of straight neck, glass, anti-fouling, leak-proof and two-way lid are the priority. Finally, the results of this research can be used as a development basis for related product design in the future, so as to improve the lack of current cold kettle products and enhance the user experience.