Research On Service Touch Points Of University Library Based On User Behavior

With the rapid development of economy in twenty-first century and the transition of consuming pattern,single product can no longer meet the various demands of various customers.The modern service industry has broke through the scope of the traditional consumer service industry,and produced huge demand in the “innovation of service model”.Its educational service has been given a new social attribute,which is public service.China is promoting educational informationization 2.0 in 2018,aiming at accelerating the educational innovation and development in the new age.University library is an indispensable service institution in higher education,however,due to the varying quality of service consciousness,service mode and supporting services,the user satisfaction is widely divergent.Therefore,a research on the service contacts of University Library Based on user behaviour is of practical significance for the healthy development of contemporary university libraries.This research takes the Fu-Hui Library of Shaanxi University of Science and Technology as the research object,and probes into a new problem from the angle of service design: "Research on service contact of University library based on user behavior".Based on user behavior,the research combines service design thinking with user behavior and optimizes the contact points in the service process,thereby improving the service quality and user satisfaction of Fu-hui Library.This research mainly divides into three parts.This paper took the library of Shaanxi University of Science and Technology as the research object,and analysed the development direction in terms of service design.Based on user needs,this study found all kinds of problems at the contact point,analysed all kinds of touch points in Fuhui library and user behaviour.Researchers took user satisfaction as an important criterion,optimised the contact point in the service process and put forward the design strategy,so as to create a better experience environment for users.This study is divided into three parts:(1)It conducted field investigation of the Fu Hui library through the POE analysis method.In order to obtain the feedback information and draw the flow chart of the user's entry into the library,observation and interview were carried out from the appearance of the library,the distribution of the library collection,the information of the management department,the trace of the accumulation and the notes of activities.Using the methods and tools of service design,this paper constructed the blueprint of service library service,analysed the contact points comprehensively.Furthermore,researchers established the evaluation index of service contact quality,and conducted surveys to measure its importance as well as user satisfaction.Through statistical analysis,researchers obtained the problem of user pain point and extracts key design points.(2)Through the in-depth observation and analysis of user behaviour in the three service cycle: students' self-study,book searching and leisure experience in Fu Hui library,the deficiencies and defects in the service process of the Fu Hui library are excavated.Based on this,a user role model was established and the users were interviewed.The importance of the contact points was sorted so that the design of key service contacts in Fuhui Library could be targeted.(3)Researchers sort out the user needs and problems existing in the key contact points of the above three links,and draw user journey map according to the entire service process.In the optimisation process of the Fuhui Library,modern technology and service design tools were combined to optimise and improve the service flow from the existing and new contact optimisation.The final inspection is based on the service system diagram,which tested the rationality and completeness of the service proposal.This study helps to create a high-quality service experience for users,and protects the user loyalty of Fuhui Library.It also has a very important humanistic value for the user's spiritual life and self-development.Furthermore,the thought and methods of the study has made some contributions to the service model and service management ofcontemporary university libraries.Lastly,this study has certain academic and reference value to future studies.