Research Into Take-away Distribution Service System Based On O2O Model

With the rapid development of economy,people's living standards have been improved by a large margin,and the dining demand is no longer confined to edible food but has paid great attention to favorable service experience.By providing timely and convenient services,020 take-away industry has emerged as one of the most popular service industries.Nevertheless,with the decline of the 020 capital market,the competition among 020 take-away platforms has been intensifying,making innovation and getting rid of current bottlenecks an imperative.This paper mainly focuses on studying how service design theories can play a role in guiding innovation of the 020 take-away distribution service system.Meanwhile,concerning problems with the current take-away industry,including inefficient distribution and poor service quality,a service design solution plan is proposed,which mainly includes building of a new take-away distribution service industry.To start with,this paper first defines the research object to be the take-away distribution service provided by 020 take-away distribution platforms.Following that,the service design method is used to analyze stakeholders in the take-away distribution system,and pinpoint the respondents to be take-away platform users and couriers.Then,a questionnaire is conducted to find out that the meal order environment is a key factor influencing service procedures.Take-away platform users and couriers under different meal order environments are analyzed to obtain demand points,summarize service procedures,and point out existing problems.Results show that the distribution process of couriers and the delivery process between the couriers and the users are the two procedures in which problems can easily be triggered.The core touchpoints in the procedures are optimized,and new touchpoints are introduced to clarify and optimize objectives and design objectives.The design thinking is put forward,based on which a complete take-away distribution service system is built.Finally,the antitheft take-away distribution box and the self-help food cabinet are designed to meet demand of take-away platform users and couriers under different meal order environments,and to improve distribution efficiency and service quality as well.All in all,this research can provide some industrial and practical references for the 020 take-away industry.