| Chinese civilization has a long history and profound foundation.It has a large number of ancient books.As the main carrier of the digital content of ancient books,the platform of ancient books undertakes the historical responsibility of inheriting the content of ancient books,displaying the achievements of ancient books,and popularizing the spirit of ancient books.The research on the service design of the ancient books knowledge platform can help the ancient books platform better transform from the information platform to the knowledge platform,and realize the demand of ancient book users for intelligent service.This paper introduces the concept and method of service design,takes the users of ancient books as the starting point and core research object of service design,and carries out service design innovation in accordance with the trend of the mobile era under the background of the Internet,which is different from the past research which focuses on the protection of ancient books or the content of ancient books and takes the computer as the main design carrier.Based on this research goal,this paper combs the definition,development and current situation of the basic concepts of the paper,so as to provide theoretical basis and thinking direction for the follow-up research and design practice.In the field of service design,this paper summarizes the concept definition of service design by different scholars,analyzes the elements and principles of service design combined with the ancient books platform,and analyzes the service design tools used in the paper and related cases.For the ancient books platform,this paper combs the three main service modes of the existing domestic ancient books platform,and summarizes the service characteristics and shortcomings of each service mode.Combined with the service focus of the ancient book knowledge platform,this paper divides the knowledge service into three main processes: knowledge production,knowledge presentation and consumption,and knowledge communication,and tries to analyze the design opportunities of the ancient book platform in the knowledge service.After clarifying the research purpose and basic concepts,this paper carries out specific research and analysis on the service needs of ancient book users and the scene exploration of ancient book knowledge platform.Based on grounded theory,user interview and questionnaire survey,this paper draws two typical ancient book user portraits: professional and exploratory,obtains four main categories of ancient book user needs and constructs the relationship structure.Using the method of case analysis,this paper selects the relatively mature knowledge service platforms in China,including the Allhistory Ancient Books platform,the Yunyou Dunhuang app and the Wechat Reading application,to understand their knowledge service content and service characteristics.Using the method of service co-creation,we invite users to participate in the exploration of service innovation scene of ancient books.Through divergent thinking,concept screening and sorting,we get a total of 18 service concepts.After in-depth research on the ancient book platform,ancient book users and service scenarios,a total of 17 service opportunities were obtained,and then through comparison and merger,13 service design points were obtained.Kano model was used to design the service design point and then the questionnaire was sent out.The results of questionnaire collection were analyzed,and the satisfaction coefficient was analyzed.The demand type classification of service design points and the preliminary design importance ranking were obtained.According to the user research and Kano analysis,the service strategy of the ancient book knowledge platform is finally determined,which is to build a perfect ancient book knowledge production and incentive process,provide diversified presentation and consumption modes,and establish social services connecting users.According to the user research and determined service strategy,guide the ancient book knowledge platform design practice.In the public oriented knowledge production service,we should provide a perfect publishing module,support collaborative editing of knowledge,build an incentive system for knowledge production activities,and provide guidance for knowledge creation.In the process of knowledge presentation and consumption service,it provides the function module of today's allusions and the knowledge map of knowledge exploration to meet the different needs of different users.In the knowledge communication service,social service of ancient books is provided,users of ancient books can share reading cards and see who is reading the same ancient book at the same time.In other basic services of ancient books,it provides reading functions such as marking notes and dark mode,reading options of original,translation or photocopying of ancient books,and data display services of basic data,work data and fan data. |
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