Research on the Design of New Retail Service System Based on Service Design Concept – Setting Electronic Product Recycling Service System as an Example

Abstract

In the era of consumer upgrading, people’s consumption psychology and consumption behavior are different from traditional ones. Traditional brick-and-mortar operations or traditional e-commerce sales methods can no longer meet consumer needs, and new retailing has emerged. New retailing is an innovative retail model that is still in the process of exploration and needs to be guided by more scientific and reasonable theories. Service design is an effective methodology and strategic tool across all industries, and its focus is consistent with the focus on user needs in new retail. Therefore, introducing service design in the new retail field to gain insight into user needs and reframe problems or opportunities can achieve comprehensive customer experience and employee experience improvement, and make the new retail industry more systematic and standardized. This paper explores and investigates a better new retail service system model from the perspective of service design. The necessity of combining service design factors with new retailing factors is explored, and the breakthrough point of combining the two is found. On this basis, new retail design principles and design methods based on service design concept are proposed. Taking electronic product recycling service system as an example, this paper focuses on the service design strategy and new retail model of electronic product recycling system. Through visiting observation method, literature search method, comparison analysis method and other research methods, this paper proposes corresponding design strategies for existing problems such as weak user awareness of recycling, high degree of regional demand differentiation and inefficient transaction mode, and carries out design practice.