物聯網趨勢下，智慧家庭的使用場景會更著重在裝置和服務間的交流，國際數據機構 IDC（2013）的趨勢報告指出，連接服務是物聯網相關產品的服務設計關鍵。家中許多聯網活動會圍繞著智慧閘道設備進行，故本論文結合使用者經驗研究和顧客旅程圖，針對家用網通設備做連接性研究，並從串連體驗切入，為網路附加儲存（Network Attached Storage，簡稱NAS）的影像服務提供服務創新設計建議。首先透過易用性測試和訪談，瞭解路由網頁端後台系統與其他服務設備間的連接性，顧客旅程圖分析設置歷程後發現即便具備情境所需之功能技術，但因系統介面缺乏效果提示、沒有引導使用快捷工具、遺漏綜觀的聯網情境介紹等，使用者無法順利地跨裝置串流服務內容，因而不願意使用此路由器。基於路由器研究結果，第二階段從串連體驗切入比較雲端影像服務（Synology NAS和Apple iCloud），分析服務旅程時會結合家庭脈絡訪查結果，進而評估服務內容是否符合家人共建影像故事的需求。這兩個系統的影像服務渠道，能協助家人共同紀錄、儲存和影像回溯，但因缺乏連接性的影像敘事活動規劃，無法滿足使用者的回溯需求外，更導致三階段間的串連體驗不佳，建議NAS在規劃影像服務時，應當關注：影像敘事流程、影像回溯場景和家庭群體互動。透過兩階段的分析實作，本論文認為以顧客旅程圖分析網通設備的串連體驗，能讓服務利害關係人跳脫產品外型，從服務體驗切入，專注在使用者中心的服務旅程規劃；相較文字敘述，圖象架構式的旅程圖可呈現服務元素間的互動細節；以結構式而有細節的旅程圖來比較競品，能辨識出整體服務品質的劣勢和優勢，進而找出市場機會點。

Since the connectivity service is the key of IoT products, the services for smart home should put emphasis on the communication between devices and services. At the beginning of smart home, the home gateway, such as router and Network Attached Storage (NAS), would be the core for most networking scenarios. Hence, this paper chooses networking devices to study connection experience in connected home, through user experience research and customer journey map. There are two research objectives. Firstly, identifying the connectivity of the web configuration system of existing router. Even though the router are equipped with corresponding functions, once it lacks of hint, guidance and scenario brief, the user won’t regard it as a good service solution. The connection experience has a close relationship with the overall service experience for networking devices. Build upon this insight, the second objective is to suggest deign guideline for photo service of NAS, based on the connection gap in customer journey and target users’ need. So far, the photo platform of Synology NAS and Apple iCloud can help gathering families’ photo works, and stream photos to display devices. However, the two services cannot help family users co-create their own memory story, because of the insufficient narration. On the other hand, the photo narration can bridge the key stages in memory journey, which are capture, document, and retrospective. To enhance the connection experience of photo service in NAS, this study suggests three design goal, planning narration flow, set ting multi-device retrospect scene, and encouraging the interaction between families. There are several good points to apply customer journey map to analyze the connection experience of networking devices. Help the stakeholders to focus on the service experience, not the product appearance. The structured visual form of journey can present the correlation between the numerous service elements. When comparing competitors’ services, those detailed correlation can help viewers identify the strength and weakness, and then spot the opportunity in the market.

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