作? ?者：關瑛[1];劉家鑫[1];楊凡[1][GUAN Ying[1], Llu Jiaxin[1], YANG Fan[1]]
作者機構：[1]陜西科技大學,陜西西安710021[1]Shaanxi University of Science & Technology, 710021 Xi'an Shaanxi
基? ?金：教育部規(guī)劃基金項目(24YJA760030);陜西省社會科學基金項目(2024J010);
出版物：《設計藝術研究》
摘? ?要：為解決傳統(tǒng)皮影館服務與體驗不佳問題，引入心流體驗理論優(yōu)化服務觸點，增強用戶參觀體驗。通過用戶行為追蹤與體驗地圖分析，構建“預觸點-首觸點-核心觸點-未觸點”四級服務體系，識別出三類用戶群體的觸點共性規(guī)律。提出觸點優(yōu)化三階模型:觸點功能布局優(yōu)化以明確目標、觸點關聯(lián)度優(yōu)化達到即時反饋、觸點環(huán)境優(yōu)化形成技能挑戰(zhàn)。形成心流體驗理論指導的皮影館服務觸點優(yōu)化方案，為同類場館建設提供參考。
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 皮影館 服務觸點 觸點優(yōu)化 flow experience;shadow puppet theater;service contact;contact optimization
學科分類：[J0]

心流驅動與觸點重構非遺皮影館沉浸式體驗設計策略.pdf