基于服务设计思维的博物馆认知体验设计研究
摘 要：认知体验是博物馆观众体验的核心维度。文章运用服务设计思维，对博物馆的认知体验模式进行分析。通过构建基于认知体验的博物馆用户体验地图，明确观众认知体验的流程和痛点，进而形成服务设计思维下的博物馆认知体验价值模型，并提出博物馆认知体验设计应以实现体验价值为目标，遵循实现认知环节整体性、触点模态情感化、信息呈现合理化的设计原则进行。同时以张大千博物馆为例，通过信息触点、用户旅程和交互终端界面的具体设计，阐释了博物馆体验不仅要注重认知体验设计的整体性，同时还要重视对认知体验载体形式和信息呈现方式的设计。通过文章的研究，以期系统性地提升博物馆观众的认知体验。
关键词：服务设计；博物馆；认知体验设计；原则
中图分类号：TB472 文献标识码：A
文章编号：1672-7053(2023)04-0115-04
Abstract：Cognitive experience is the core dimension of museum visitor experience. Use the service design thinking to analyze the cognitive experience mode of the museum. This paper by constructing a museum user experience map based on cognitive experience, the process and pain points of the audience's cognitive experience are clarified, and then the museum cognitive experience value model under the service design thinking is formed.It is proposed that the cognitive experience design of museums should realize the goal of experience value, the design principles of the integrity of cognitive links, the modal emotion of contact points and the rationalization of information presentation. Taking Zhang Daqian Museum as an example, through the specific design of information contact points, user journey and interactive terminal interface, it is explained that museum experience should not only pay attention to the integrity of cognitive experience design, but also pay attention to the design of the carrier form of cognitive experience and the way of information presentation.Through the research of this article, we hope to systematically improve the cognitio experience of museum visitors.
Key Words：Service Design; Museum; Cognitive Experience Design; Principles
