The Method Research Of Service Design Based On Kano Model

With the continuous development of social economy,experiential economy has gradually come into people's eyes.People have higher requirements on service quality,and the single functional product can no longer meet people's diversified needs.Therefore,the rise of systematic,full-link service design has occupied a place in the field of design.However,currently,many methods of service design lack of structural and systematic analysis for users,so that the designer's subjective feelings have too much impact on the design results,resulting in the design scheme unreasonable hidden trouble.Therefore,it is necessary to further improve and innovate the method of service design.This paper tries to apply the structural advantages of Kano model to user analysis into the design of service system,but traditional Kano model applied in the field of service design has certain defects,such as the Kano model in application in the design process can only be on the end users of the design results of structured analysis.In the process of analysis,the Kano model does not fully consider the uncertainty of users' psychology,and the completely qualitative analysis results cannot play a decisive auxiliary role in the design decision.Therefore,this paper improves and innovates the traditional Kano model according to the characteristics of service design.In study of concrete method,this paper through the theoretical research on service design and Kano model,the formation of traditional Kano model applied in the improvement of service design thinking and methods,with the help of a service design thinking to build ecological service,has been clear about the operator level of confidence in the service and service elements of characterization,the relationship between joint analysis method and using double Kano model is put forward,using fuzzy mathematical evaluation method with the Kano model combined with the research results,further quantitative double Kano model is set up.Finally,this paper applies the Two-factor classification to optimize the design of the new retail service system.The application value of the Two-factor classification is tested in the practice of service design,and new ideas for the design of the new retail service system are provided.The above research complements the lack of structural analysis of service design methods and has certain theoretical improvement significance and practical value in the field of service design.