Research On The Design Of Sports Social Services Based On Service Touchpoints

With the rapid development of modern society,people are faced with the dual pressure of work and life and choose to exercise as a way to relieve stress and maintain health,while more and more people participate in sports social activities to add fun to the boring exercise.Therefore,there is a great market demand for sports social services.In the early stage of this study,we firstly conducted a conceptual review of sports social,and then found that sports social services have problems such as high content similarity and backward profit model by understanding the current situation of sports social service products;secondly,we studied service touch points,understood the classification and design path of service touch points,and analysed the feasibility of applying service touch points to sports social services.The mid-term research process is divided into two stages: stakeholder research and service contact research.In the stakeholder research phase,the behaviour and problems of stakeholders in the sport social process are analysed in layers through user visits,questionnaires and in-depth interviews,and a user portrait is established.In the service touchpoint research stage,the service touchpoints of typical users are mined through user journey maps,and the satisfaction of the service touchpoints is quantified,while the law of peak and end is applied to obtain key touchpoints,and the touchpoints are designed according to priority,resulting in design opportunity points and corresponding design strategies.In the later design practice phase,the design opportunity points and design strategies are used as the basis for the design practice of the sports social service system,digital touchpoints and physical touchpoints.In the service system design,information flow diagrams,stakeholder analysis and service blueprints are output;in the digital touchpoint design,product interaction prototypes,high-fidelity interfaces,product icons and IP images are output;in the physical touchpoint design,physical sports medals and badges are output,and usability tests are conducted on the sports social products,and finally iterative solutions are proposed.This paper presents a theoretical approach to the study of the sports social service process by using service touchpoints;in practice,it provides a case reference for the development of the sports social industry through sports social service design practice.