| Summary: | 碩士 === 國立聯合大學 === 管理碩士學位學程 === 99 === Nowadays, user-centered innovation has become a considerable concept for service developments, various theoretical models and practical processes which emphasize user involvements for user-centered system engineering are increasingly adopted in service innovation. Nevertheless these approaches are lack of evaluating the operation of service in practice, hence limit the success of service to market. To solve this problem, an emerging methodology called Living Lab with its spirits of user-centered innovation and living zone practice is promoted to achieve user co-creation and operation validation. However, the implementation of user experiences feedback which is perceived as a critical role of realizing user co-creation is less discussed in existing Living Lab methods.
In order to improve the success of service innovation, this study proposes a Living Lab based Service Engineering Process which not only refers to several contemporary system development processes but also leverages the spirits of Living Lab. To further validate the feasibility of this process especially on the part of experience feedback, a case practice aiming at “Reducing the Waiting Time on Traffic” is simulated on the basis of the theory of System Dynamics. The simulated result shows that the proposed process in this study can be appropriately used to service innovation, furthermore it also indicates that a well-planned experience feedback can be helpful to enhance the operation model of the promoting service and thus resulting in the success of service commercialization.
In brief, the proposed service engineering process provides a systematic scheme both beneficial to user experience feedback in Living Labs systems and indicating a valuable research direction to service innovation, such as Service Science, Management and Engineering.
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