Research On Takeaway Delivery Service Process In The Post-pandemic Era

With the gradual easing of the epidemic situation of my country’s new crown pneumonia,in the current post-epidemic era,takeaway delivery still plays an important role in our daily lives.At the same time,the new challenge faced by O2 O food delivery is how online couriers can ensure that orders are delivered safely and efficiently within the specified time during the delivery process.This project uses this as an entry point,starting from the research on the O2 O food delivery contactless delivery service process under the background of the post-epidemic era,combining service design theory and service process theory,optimizing the key touch points in the contactless delivery delivery service process under the epidemic situation,thereby Provide a safe and efficient food delivery service to online delivery personnel,and also allow food ordering users to order and pick up food safely and conveniently.First of all,in the theoretical part,this paper sorts out the definition of service process theory between different subject perspectives,and obtains the definition of service process in service design through the comparative analysis of definitions.Secondly,it also sorts out the relevant design methods in the service process theory,and obtains the practicality of the "process reengineering integrated S-A framework" in the service process design through the comparative analysis between the various methods.Based on the "Process Reengineering Integrated S-A Framework",it mainly analyzes the service process from the business perspective,so this article combines the method of designing the process from the user’s perspective in the service design,and comprehensively analyzes the two to get a new service process design tool.Third,the O2 O takeaway contactless delivery service in the post-epidemic era was sorted out,and the O2 O takeaway contactless delivery service process based on Meituan and Eleme was analyzed.Fourth,based on the previous theoretical review and the desktop study of the contactless delivery service process in the post-epidemic era,field investigation and user interview methods are used to investigate the main stakeholders and observe the entire delivery process of the delivery staff and the user picking up the meal.Process,dig deep into the pain point requirements between the two,and turn them into design opportunities.Then,by constructing the target user role,the entire contactless distribution service process is required to analyze the needs and gain insight into the design opportunities.Finally,through demand function conversion and priority ranking of function points,it is found that in non-contact distribution,the delivery staff’s meal box disinfection and the final order delivery link are the key contact points in the entire service process,so this question is raised" As the conceptual design part of this topic,the integrated strategy of food box disinfection and the design strategy of intelligent food take-out cabinet have produced the integrated product design of distribution food box disinfection and intelligent food take-out cabinet.By optimizing these two key points It solves the problem of the delivery staff’s disinfection of the delivery box and the user’s food safety during the meal picking process,and then optimizes the entire contactless delivery service process.