Innovative Study Of Service Design And User Experience From The Perspective Of Dramatic Conflict

With the booming development of the service economy and the tremendous abundance of people's material and spiritual lives,consumers are no longer satisfied with the needs of traditional functionalities,and pay more attention on the enjoyable services.Compared with the physical products with simple functions,they are more looking forward to using their products and services to provide them with a beautiful and unforgettable experience.Therefore,a good service experience has become a reliable means and an important way to attract consumers' attention and improve their market competitiveness.In the drama science,the use of drama conflict theory can enrich the story of the story,promote the audience to produce a strong emotional experience,and allow the audience to leave a deep impression on the drama.Drama and service have certain similarities.Therefore,the theatrical conflict theory is used as a reference in service design to create a good service experience and improve service user satisfaction.Based on the research of service design and dramatic conflict theory,this paper firstly combs and extracts the theories of drama conflict,and studies the relevance of service and drama,which verifies the feasibility of the theoretic reference to the service.Then the paper draws on drama conflict theory to propose a new concept of service design-dramatic service experience,and defines it conceptually.Then,through the combination of user survey and user interview,the influencing factors of drama service experience are summarized,and the regression analysis and meaning interpretation of these influencing factors are performed.Finally,on the basis of the internal constitutional model of drama conflict,the overall action mechanism model of dramatic service experience is proposed.Taking the Shenzhen airport service as an example,we further confirmed the correctness of the overall operational mechanism model of the dramatic service experience.The research results of this article are mainly to expand the concept of service design and clarify the principle mechanism of the dramatic service experience,which can help designers to explore and create a better service experience from a new perspective.The holistic action mechanism model of dramatic service experience is not only a new design method for creating a good service experience,but also a new tool for the analysis service system.It can help designers analyze the service experience from a new perspective and a deeper level to find out which the deficiencies,put forward specific optimization programs,and ultimately achieve the ultimate goal of improving user satisfaction.