作? ?者：關(guān)瑛[1];劉家鑫[1];楊凡[1][GUAN Ying[1], Llu Jiaxin[1], YANG Fan[1]]
作者機(jī)構(gòu)：[1]陜西科技大學(xué),陜西西安710021[1]Shaanxi University of Science & Technology, 710021 Xi'an Shaanxi
基? ?金：教育部規(guī)劃基金項(xiàng)目(24YJA760030);陜西省社會科學(xué)基金項(xiàng)目(2024J010);
出版物：《設(shè)計(jì)藝術(shù)研究》
摘? ?要：為解決傳統(tǒng)皮影館服務(wù)與體驗(yàn)不佳問題，引入心流體驗(yàn)理論優(yōu)化服務(wù)觸點(diǎn)，增強(qiáng)用戶參觀體驗(yàn)。通過用戶行為追蹤與體驗(yàn)地圖分析，構(gòu)建“預(yù)觸點(diǎn)-首觸點(diǎn)-核心觸點(diǎn)-未觸點(diǎn)”四級服務(wù)體系，識別出三類用戶群體的觸點(diǎn)共性規(guī)律。提出觸點(diǎn)優(yōu)化三階模型:觸點(diǎn)功能布局優(yōu)化以明確目標(biāo)、觸點(diǎn)關(guān)聯(lián)度優(yōu)化達(dá)到即時(shí)反饋、觸點(diǎn)環(huán)境優(yōu)化形成技能挑戰(zhàn)。形成心流體驗(yàn)理論指導(dǎo)的皮影館服務(wù)觸點(diǎn)優(yōu)化方案，為同類場館建設(shè)提供參考。
This paper addresses the service and experience defi ciencies in traditional shadow puppet theaters by integrating Flow Experience Theory to optimize service touch-points and enhance visitor engagement. Through user behavior tracking and experience mapping analysis, a four-tier service system framework is constructed including pre-contact touch-points, initial contact touch-points,core service touch-points, and post-interaction touchpoints. Three user group patterns are identifi ed through analysis of shared touch-point characteristics. A three-stage optimization model is proposed, i.e., functional layout optimization to clarify objectives, correlation optimization for immediate feedback mechanisms, and environmental optimization to create skill-based challenges. This research develops a Flow Experience Theory-guided service optimization plan for shadow puppet theaters, providing methodological references for cultural heritage institution improvements.

頁? ?碼：69-75,168頁
頁? ?數(shù)：8頁
主題詞：心流體驗(yàn) 皮影館 服務(wù)觸點(diǎn) 觸點(diǎn)優(yōu)化 flow experience;shadow puppet theater;service contact;contact optimization
學(xué)科分類：[J0]

心流驅(qū)動與觸點(diǎn)重構(gòu)非遺皮影館沉浸式體驗(yàn)設(shè)計(jì)策略.pdf