Service Design of Community Fruit and Vegetable Smart Vending Machine Based on User Touchpoint

Service Design of Community Fruit and Vegetable Smart Vending Machine Based on User Touchpoint

In this paper, the concept of touchpoint in service design is used to optimize the service progress of the fruit and veg table smart vending machine. According to the behavior of users, the whole use process is divided into four stages: arrival, selection, payment and departure. Through the way of user interview and observation, the touchpoints in the use process are summarized into three types: physical touchpoints, digital touchpoints and interpersonal touchpoints. Then analyze the pain points of user touchpoint. According to the pain points and design objectives, sort out the solution of service design. It is expected to optimize the whole process service according to the analysis results, so as to realize better interaction between people, goods and machines.