Research On The Service Design Of Residents' Participation In Urban Community Public Affairs Management

With the rapid development of the city,a large number of urban population into urban community,the diversity of population and the crowd of community space,cause a series of issues of community affairs management,such as: village street lamp is broken for a long time that nobody repairs,residents occupy private residential public space to accumulate waste,the residential parking space is lacking and so on.The traditional community affairs belong to the community staff and the administration of the government,but the common participation of residents plays a vital role in the management of community affairs.A series of studies have found that many residents lack awareness and enthusiasm of participating in community affairs management,the competence of residents is uneven,the effect of the common participation also cannot assure,leading to the community problems not being properly handled.So how to improve the residents' participation become the focus of this topic.At present,our country residents participating in community affairs management hasn't been mature,most researches start from management and are too narrow,they rarely view from the behavior of the residents,psychology and participation in community affairs management.This article is based on the theory of behavior change in combination with service design,interaction design,user experience,such as multi-disciplinary knowledge to do cross-over study,to excavate the demand of residents' participation in community affairs management.First of all,through a lot of literature research and desktop research,this paper has learned about the current problems,current situation of community affairs management and the current situation and difficulties of residents' participation.Then it analyzes related cases that are collected from residents participating in the community and analyzes the characteristics of residents' participation from three aspects,"trigger","deep engagement","maintenance",to make the related design principles.Then,through the commercial origami law,the stakeholders of community affairs management are invited to define the participation journey,and use the journey chart to find out the pain points and needs.At the same time,we conducted interviews with community workers and residents,and continued to dig deeper into the pain points and needs of participating.Finally,the questionnaire is used to verify the residents' participation in the demand point,and then summarize the residents' participation needs and determine the design direction.In this paper,the author puts forward the design strategy of residents' participation in community affairs management from the three aspects of "content planning in resident participation service system ","residents participating in service system experience" and "residents participating in service system behavior".In the content planning of residents' participation service system,we should build a participation service system with rich content,establish a closed-loop,online and offline integration of participation in service processes,establish the way of multidimensional and multi-touch participation,to promote the effect of residents' participation in community affairs management,let them have methods to do it.When residents experience the participation in the service system,it builds all the touch points of participation experience.And by building feedback online communication platform,it can provide tools and other ways to improve participation experience.In the aspect of residents' participation in the service system of behavior,through the provision of "delivered",improve the reach of information.Through the establishment of equal dialogue,social circle of friends,improve resident collaborative participation ability.through the establishment of incentive mechanisms such as enhancing sustainability of the participation behavior.Through the use of service design,experience design,interaction design and other methods to help residents improve their participation and experience,thus forming a good participation habit.At the same time,it provides theoretical guidance for future users to participate in the design.