| 摘要: |
| 目的 在大数据、云计算、人工智能等万物互联的技术语境下，金融科技面临着创新思维与人机交互的双重挑战及机遇。金融与科技的结合创造出一系列的新模式、新应用、新产品，对金融服务与体验质量的影响问题日益突出。基于服务设计思维视角研究金融科技的关键性因素，洞察用户体验价值，进行更为深层次的交互体验式创新与思考。方法 通过服务设计方法与工具，可视化的服务蓝图、体验地图等，呈现金融产品整体服务链中的接触点及痛点，研究分析金融科技产品与服务的体验价值创新优化策略。结论 提出金融科技体验价值创新的几个维度，构建出产品场景化、信息可视化、文案通俗化、体验定制化、服务全局化的优化策略，为未来精细用户分群降低物理障碍的壁垒，提供设计学层面的思考与参考。 |
| 关键词: 服务设计 金融科技 用户体验 |
| DOI：10.19554/j.cnki.1001-3563.2020.16.014 |
| 分类号:TB472 |
| 基金项目:国家社会科学基金一般项目（2016BSH111）；山东省艺术科学重点课题（YJ201612144） |
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| FinTech Innovation Methods Based on Service Design Thinking |
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HAN Liang1, TAN Ming2
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1.Qingdao University, Qingdao 266071, China;2.Qingdao University of Technology, Qingdao 266033, China
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| Abstract: |
| In the technical context of the interconnection of all things such as big data, cloud computing and artificial intelligence, FinTech faces the dual challenges and opportunities of innovative thinking and human-computer interaction. The combination of finance and technology has created a series of new models, new applications, and new products, and the impact on the quality of financial services and experience has become increasingly prominent. The work aims to study the key factors of FinTech services based on the service design thinking perspective, provide insight into the value of user experience, and conduct more in-depth interactive experiential innovation and thinking. Through the service design methods and tools, visualized service blueprint, experience map, etc., the contact points and pain points in the overall service chain of financial products were presented and the optimization strategies of FinTech products and service experience value innovation were studied and analyzed. Several dimensions of FinTech experience value innovation are put forward, and then the optimization strategies of product scenization, information visualization, copywriting popularization, experience customization and service globalization are constructed, which provides design level thinking and reference for the reduction of physical barriers under the fine user grouping in the future. |
| Key words: service design FinTech user experience |
