Research On The Design Of Self-service Printing Services In Colleges And Universities Based On QFD And SHERPA-FMEA Methods

University self-service printing is a new printing mode under the background of unmanned economy.It has a broad market prospect.However,there are many problems such as service functions that cannot meet user need and poor system availability.The lack of research on user needs and system usability has a negative impact on the user’s printing experience.In service design,methods such as customer journey maps and service blueprints are usually used to analyze user needs and describe the interaction process.These methods have shortcomings such as insufficient demand importance analysis,inability to measure the matching degree between design requirements and user needs,and difficulty in quantitatively evaluating the quality of service interaction.QFD is applied to quantify the weight of requirements,effectively transform user requirements into design requirements,and determine key design requirements.SHERPA and FMEA are used to identify human errors in the interaction process,quantitatively evaluate system problems,and formulate improvement measures.The combination of the two can design a service system that meets user needs and is easy to use.Based on the QFD and SHERPAFMEA method,the design of university self-service printing is researched from two perspectives of user demand analysis and interactive behavior analysis.The specific research content is as follows:（1）Analyze the compatibility of QFD and FMEA with university self-service printing service design research,and the compensation for traditional service design methods,combine related methods to improve the QFD and FMEA research framework,and propose a research framework and method of user needs based on QFD and a research framework and method of user behavior analysis based on SHERPA-FMEA.（2）Based on the QFD method,collect user needs through user interviews,questionnaire surveys and other methods,use the KJ method to classify needs,and determine the importance of needs through expert scoring.Transform needs into design requirements,establish a relationship matrix between user needs and design requirements,calculate the importance of design requirements,and identify key design requirements.（3）Through SHERPA method,observe the interaction process between the user and the service system,perform hierarchical task analysis,and identify human errors.Use the FMEA method to identify problems in the service system and assess the degree of risk,and propose improvement measures for key issues.（4）According to the analysis of the self-service printing interaction process,extract the existing service contacts,according to the service system design requirements and improvement measures,by adding new contacts and optimizing the contacts,construct the university selfservice printing service system contact model,and put forward service system design strategies and methods from the functional level,interactive level,and visual level.（5）Strategies and methods are applied to design practice,complete the software and hardware design of the college self-service printing service system,and verify the feasibility of the scheme and strategy through design evaluation.