Abstract: To solve the wide range of user touch points in service process and uncertain problems of the failure analysis in the remodeling process points,the method of user touch point failure analysis was proposed to remolded user touch points direction for improving the quality of service.Based on the reshaping the users touch point in the traditional service design,the service design user touch point failure analysis and remodeling model was built by taking the user perception as the failure factor to determine the weight index as well as considers the user's feeling more comprehensively.The user contact points in a service process were identified and sorted.The importance-performance of the identified user touch points were evaluated,and the key user touch points were determined quantitatively by using user perception as a failure factor.Moreover,the failure analysis model was established to comprehensively analyze the failure of key user touch points,which provided the remodeling direction for service design.The effectiveness and feasibility of the proposed method were verified by certain examples.

Key words: user behavior, user touch point, key user touch point, importance-performance analysis, failure mode and effect analysis

摘要： 针对服务设计过程中用户接触点数量庞大,涉及范围广泛,重塑过程中失效分析指向不确定的问题,提出一种用户接触点失效分析方法,以指导用户接触点重塑方向,从而提升服务质量。该方法在传统服务设计重塑用户接触点过程的基础上,构建了服务设计用户接触点失效分析与重塑模型,将用户感知当作失效因素确定权重指标,从而更加全面地考虑用户感受。识别梳理在特定服务过程中的用户接触点;对识别到的用户接触点进行重要性满意性评估分析量化,确定关键用户接触点;将用户感知作为失效因素建立失效分析模型,以全面评估关键用户接触点的失效性,进而针对用户接触点提供重塑方向。以突发公共卫生危机后企业复工人员在复工途中服务过程为例,验证了所提方法的有效性和可行性。

关键词: 用户行为, 用户接触点, 关键用户接触点, 重要性满意性分析, 失效模式与效应分析