Study On Urban Community Distribution Service Design In Response To Public Health Crisis

COVID-19 has become a major public health crisis that needs to be addressed.Under the influence of the epidemic,urban community residents’ demand for the distribution of basic necessities is constantly increasing.However,when dealing with such sudden public health crises,traditional urban community distribution services have not taken good measures to adapt to the needs of all stages of crisis development.The aim of this research is to combine the stakeholder research methodology of public crises with the thinking and methods of service design,to explore the optimization of urban community distribution services in all phases of public health crises,and to improve the service experience,quality and value of urban community distribution services in public health crises through the design of service touchpoints in key service scenarios.The project begins with a literature study of theories and models of urban community delivery services at home and abroad,to fully understand research trends and existing problems,and to identify the importance of service design,stakeholder perspective interventions and the advantages of "community group purchasing" in adapting to urban community delivery services in public health crises.The analysis also compares the research methods of service design stakeholders and management stakeholders in public crises,and refines a stakeholder analysis model applicable to this topic.Secondly,through the analysis of competing products,Meituan Premium was selected as a service provider offering community group purchasing services,and the reasons why it was not adapted to the situation of closed communities in public health crises were analysed.Combining observation and interview methods,the study summarised the problems and needs of the stakeholders and identified the "last 100 metres" as the key service scenario.Thirdly,the public health crisis stakeholder analysis model was used to analyse the classification and needs of each stakeholder of Meituan Preferred in a public health crisis,and propose a strategy for coordinating interests to optimise the service model of Meituan Preferred in a public health crisis.The user profile of the "last 100 meters" volunteers and community residents is further summarized to provide insight into nine demand scenarios.Finally,specific service design strategies and solutions are proposed for five service touchpoints:smart fresh food delivery cabinets,Meituan Preferred App-volunteer side,Meituan Preferred App-user side,temporary material collection points and passes.The key finding of the project is that meituan optimization is not suitable for the whole stage of the public health crisis.The main reason is that the leader is unable to undertake the delivery and delivery work of the last 100 meters.In addition,factors such as high order threshold,obstructed logistics and insufficient material supply further increase the difficulty of mode adaptation.Based on this,the author theoretically and methodically explored the possibility of applying stakeholder analysis model of public crisis to urban community distribution service of public health crisis,enriching the analysis tools and methods of stakeholders in service design of public health crisis.In practice,the delivery service mode of Meituan Optimization under public health crisis has been optimized,and the design of service contact points in the last 100 meters of closed communities has been optimized and innovated to provide safer and convenient delivery services for community residents.