Opening Up Effective Design of New Retail Online and Offline Services

When our existing experience has precipitated and design principles are facing challenges, service design methods and principles have been applied globally in the design of smart retail. As the industry changes, service design has penetrated into the top management echelon and gradually became recognized The principles of knowledge, judgment, and implementation, I hope to take this opportunity to discuss with you the practices of these years, and the changes in methods and principles in the design field of the smart retail industry.

Through the study in this workshop, the speaker will conduct a review and analysis on the fresh goods service chain of Suning Store, the service relationship between people and equipment, scenes and formats in Suning Life Plaza, and share new retail services. How the links are connected. It can help designers obtain the design methods, necessary competencies of service design in the field of smart retail, and the corresponding organizational composition and assessment methods. At the same time, it will also take everyone to participate in the interactive link to understand the design models and design guidelines of the smart retail industry. Form industry complementarity, expand design boundaries, and enhance the competitiveness of the user experience industry.

What you will learn in the workshop include:
1、Cognitive summary and design behavior induction of traditional user experience design
1.1 Users: From available to easy to use.
1.2 Service Providers: From feasible to efficient, to efficient.
1.3 Design Behavior Induction:
· Building a crowd
· Unified goals
· Develop a service blueprint
· Component verification process

2、The mapping relationship between the composition and design of smart retail
Smart retail consists of multiple scenarios, online and offline. When implementing the design, you need to understand that different design methods are involved in the whole scenario. Different scenarios apply different methods, but a complete method system is required to integrate various types of work to achieve Effective fusion of all scenes.

3、The value and application of service design thinking in smart retail
3.1 User Process: Understand the diversity of user needs and the differences between scenarios.
3.2 Supply-side process: Structure the supply-side and cultural structure.
3.3 Stakeholder process: sort out the relationship between stakeholders, users, and the supply side.
3.4 Interaction mode: To achieve interoperability and linkage between different roles.

4、Iterative design principles for all-scenario services
4.1 Before Service: Exploration and Discovery
4.2 Demand guidance:
· Make demand scenarios more reasonable
· Use physical space and online guidance
· Information identification

4.3 Designing a Service System
· Open up online and offline information flow
· Based on user timeline
· Visible services
· Establish clear task lines
· In service: actions and experiences

4.4 Service Guide
· Build a service blueprint
· Design identification system
· Build service contacts
· Reasonable space design

4.5 Enjoying Services
· Online and offline information exchange
· Ability to pay
· Logistics capabilities opened up
· Service consistency and coherence
· Terminal capability interworking

1、Warm-up topic: throwing out the target problem and eliciting service design
2、Industry Interpretation: Status and Design of Smart Retail Industry
3、Theoretical basis: Summarize the traditional design industry and elicit service design theory
4、Member Ability: Where Can UED Member Ability Expand in the Smart Retailing Context?
5、Design Ecology: Reach the design vision, how to design a reasonable ecology for everyone
6、Interactive link: throw out common sense questions of the industry and discuss with participants

1、User Experience Designers over 1 and 3 years
2、User researcher over 2 years
3、Product manager

1、Be able to grasp how service design helps smart stores experience upgrade.
2、Understand and master the service experience process and overall design architecture, as well as the key focus points during the implementation process.
3、Master the main contact methods and tools involved in service design.
4、In-depth analysis of service design cases, exploring new models from the integration of online retail and offline retail formats in the retail industry.