基于服务设计的快递包装回收流程优化研究
摘 要：在电子商务快速发展当下，快递在给大众生活提供方便的同时，其产生的包装废弃物也给环境带来了负面影响。文章基于服务设计的视角，以推进快递包装回收利用为主题，通过提升用户在快递包装回收过程中的体验感，进而调动人们快递包装回收的积极性。采用问卷调查法和访谈法的方式对相关用户信息进行挖掘和整理，并运用用户旅程图、服务蓝图和服务系统图等服务设计工具进行具体流程的呈现，发现用户的具体痛点，把握设计的机会点。以期搭建起适时有效的快递包装回收系统，推动快递包装回收服务流程的长期稳定运转。
关键词：服务设计；快递包装回收；流程优化设计
中图分类号：TB48 文献标识码：A
文章编码：1672-7053(2022)02-0109-03
Abstract：With the rapid development of e-commerce, express delivery not only provides convenience to the public life, but also produces packaging waste which has a negative impact on the environment. Based on the perspective of service design, this paper takes the promotion of express packaging recycling as the theme, and arouses people's enthusiasm of express packaging recycling by improving users' experience in the process of express packaging recycling. It uses questionnaire survey and interview method to mine and sort out relevant user information, and uses service design tools such as user journey chart, service blueprint and service system diagram to present specific processes, find specific pain points of users and grasp design opportunities. This paper is committed to building a timely and effective express packaging recycling system to promote the long-term stable operation of express packaging recycling service process.
Key Words：Service Design; Express Package Recovery; Process Optimization Design
