基于服务流程优化的快递包装回收系统设计
摘 要：本文通过对快递回收系统的优化来解决快递包装回收难、回收利用率低的问题。运用服务设计思维与方法，分析快递服务流程中的利益相关人及不同客户的行为，发现现有快递服务系统存在的问题，挖掘潜在的机会点。去除快递包装箱上的纸质面单，借助AR技术以虚拟的形式呈现快递面单的信息，减少资源浪费，并搭建起相应的线上线下一体化的回收模式。通过规范回收系统并建立奖惩机制使快递公司在保持自身盈利的情况下兼顾消费者、第三方服务平台等多方的利益，有利于快递包装回收系统的实际落地。
关键词：服务流程；包装回收系统；服务设计；快递包装
中图分类号：C931.6 文献标识码：A
文章编码：1672-7053(2020)01-0132-03
Abstract：In this paper, Objective Solve the problem of difficult package recycling and low utilization rate of recycling through the optimization of express recycle system. Method By using service design thinking and method, the behavior of stakeholders and different customers in the service process of express packaging was studied.Through sorting out and optimizing the process and touch points of express service, problems in packaging, transportation, terminal distribution, waste recycling and other aspects of existing express service were found and potential opportunities were explored. Results The paper sheet on the express package is removed, and the information of the express sheet is presented in a virtual form with the help of AR technology, so as to reduce resource waste and set up a corresponding online and offline integrated recycling mode. Conclusion By standardizing the recycling system and establishing a reward and punishment mechanism, the express company can take into account the interests of consumers, third-party service platforms and other parties while maintaining its own profits, which is conducive to the actual implementation of the express package recycling system.
Key Words：service process; package recycle system; service design; express package
