Research On Management Methods Of Service Design Team By Cognitive Models

With the increasing importance of the service economy in the global economy,service design,as an important part of industrial design,integrates the traditional industrial design models by using the characteristics of cross-domain cooperation,and emphasizes not only the systematicness and integrity of services,but also the stakeholder’s experience.The close cooperation of the service design team is an essential guarantee for good service design.The expert’s evaluation of the designers’ performance in previous design projects,is the most commonly used basis for the selection of design team members.However,as the service design team is a typical heterogeneous team,the cognitive characteristics of members greatly affect the process of team collaboration and the quality of service design scheme.As an significant way to understand team design activities,analyzing the design process from the perspective of design cognition has important guidance for optimizing team structure,resolving team conflicts,promoting design innovation,and improving team collaboration efficiency.Therefore,the study of service design team management from a cognitive perspective has attracted more attention from scholars,and has considerable theoretical significance and engineering application value.Service design goals need to focus on not only the realization of service design value,but also the shaping of service experience,which put forward higher requirements on the service design team’s abilities of design recognition,team collaboration,and service design innovation.Based on the study of service design cognitive models,a management method framework for service design teams is constructed for solving above problems,which relies on the National Science and Technology Support Project "Research on Key Techniques of Industrial Design Cloud Service Platform".Meanwihle,the analyzation of the service designers’ design capabilities,formation of service design team and performance evaluation of service design team are discussed in depth.The main research contents of the thesis are as follows:First,the theoretical framework for service design team management methods based on a cognitive model is established.Using the concept space combination and concept space expansion in the design cognitive activities,the individual cognitive mechanism of the service designer is analyzed,and the designer’s metacognitive model is established.Based on the mental model and interactive memory system,the cognitive mechanism of the service design team is described.Through the analyzation of the iterative characteristics of design activities in the service design process,a service process cognitive process model is established.On the basis of the above models,a research framework of service design team management method based on cognitive model was established.Secondly,the evaluation method of service designer’s design ability from the perspective of design cognition is proposed.According to the designer’s metacognitive model,the interaction relationship among the three metacognitive aspects of experience,knowledge,and operation in metacognitive activities is analyzed.Meanwhile,the service designer’s corresponding relationship between the design behavior and design ability is established,and the evaluation index of service designer’s design ability is constructed.On the basis of the service design cognitive process model,the design cognitive activity categories are coded,and a linked list is set up through oral data analysis to visualize the design cognitive process.Based on the analysis of the linked list,the designer’s ability is evaluated from three aspects of knowledge level,innovation ability and collaboration ability,and the comprehensive evaluation model of service designer’s design ability is established.Third,the service design team formation method system is established,and the members of the service design team optimization and roles assignment are achieved.Based on the characteristics of service co-creation design,the characteristics of service design team are analyzed.Meanwhile,the multi-objective optimization model for team members with the indicos of design ability and motivation orientation is established on the theory of team creativity.Then,the model is solved by the SPMOGA algorithm flow based on Pareto’s dominance of the solution fitness,and the optimal combination of team members was achieved.Further through the designer type test and personality trait test,the roles and tasks of the team members are determined.Fourth,the comprehensive evaluation method of service design team performance is proposed.Based on the service value theory,the task performance evaluation index system for the service design team is constructed.On the basis of building a network of actors,the cognitive differences between the design team and the user are analyzed,the service system diagram and the service system value model are compared.At the same time,the task performance evaluations of the functional design,responsiveness,and participation of the service design scheme are realized.Using linked list structure analysis and lattice group feature analysis,the effectiveness and interdependence of service design team collaboration are quantified,and the relationship performance evaluation of the service design team is achieved.Fifth,the management method feasibility of the service design team is demonstrated.Through the cognitive model-based service designer ability evaluation and team optimization formation method,the task performance and relationship performance evaluation of the experimental group and the control group were completed,then the effectiveness and feasibility of the proposed method are verified.Meanwhile,the prototype system for service design team management is developed,and the proposed method is verified.In summary,the cognitive theory,management theory,and service design theory are combined.From service designer ability evaluation,service design team formation,and service design team performance evaluation,the new ideas and methods of the service design team management are put forward based on the cognitive model.It helps team management to optimize team structure,resolve team conflicts,promote design innovation,and improve team collaboration efficiency.The results can provide support for the management of the service design team and promote the improvement of the service design theoretical system.