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文章先从马斯洛的需求理论分析人们排队等待中的需求,现有服务主要解决了等待中的生理需求和安全需求。更高级的需求涉及到人们的自发性。协作服务利用设计者、终端用户及利益相关者的自发性,针对特定场景中的社会利益问题,为特定的、有合作意愿的以及符合主题情境的人设计并实践新型的协作服务系统。排队等待的社会问题是介于社会学和设计学的边缘问题,并非商业问题,文章列举已有的排队等待系统中协作服务系统设计的案例。
The article begins with the demand theory of Maslow to analyze the needs of people waiting in line. The existing services mainly solve the physiological needs and security needs in waiting. More advanced needs relate to people’s spontaneity. Collaborative services take advantage of the spontaneity of designers, end users and stakeholders to design and implement new collaborative service systems for specific, collaborative, and contextually relevant issues in the community. Social problems waiting in line are marginal issues between sociology and design. They are not business issues. The article lists the existing cases of queuing a collaborative service system design in the system.