隨著全球經濟發展及生活品質的提升，人類社會面臨老齡化、環境可持續等嚴峻挑戰，設計逐漸成為以人為中心、創新型解決社會問題的關鍵要素，藉由設計滿足社會需求是當下設計師應承擔的責任。社會對設計的需求不限於產品的外觀與功能的改進，逐漸突破傳統「物」的範疇，開始面對生活、環境、事件等複雜系統，處理「服務型」的設計需求。設計除了兼顧原有的以用戶為中心的思維與方法外，還需加入服務設計的系統性思維與設計方法，才能滿足現今的設計需求。
在進行服務設計前，需要瞭解系統的複雜性及其包含要素的問題，考量利害關係人需求，設計中整合顧客歷程及服務生態，設計後的整合現有生態資源進行場域驗證，涉及許多不同於傳統的設計方法與流程。然而回顧過去文獻，相關議題研究仍然不足，亟需藉助實務案例與研究分析來建立符合社會服務設計的思維及方法。因此，本論文的研究問題為，在現實場域中，設計包含哪些複雜因素，如何系統地釐清？期望建立一套全面、系統化的服務設計模式與方法，協助設計師思考、解決現實場域中設計可能遇到的複雜問題。
本研究以DITLDESIGN 圍繞社會議題的設計專案對研究對象，選取過往四個實務型專案，分別聚焦於人的研究、線上渠道設計、線下渠道設計、全渠道系統設計四項設計主題，由單一面向問題擴展至複雜綜合問題，基於實務經驗深入探討當面對不同設計主體與需求，設計師需要處理哪些複雜因素，以及設計流程、方法、工具的實際應用狀況與問題洞見。
研究結果主要有三點：1、釐清服務設計創新的複雜因素來源，包含利害關係人的需求交錯、六大設計渠道的整合設計、多變的現實場域的影響與限制；2、彙整服務設計的三階段發展流程與模式，即問題解析、設計迭代、場域擴散；3、梳理各階段的關鍵設計工具，包含：融入用戶行為脈絡的人物誌、依循序漸進之方式規劃的共創工作坊、以及基於G-S-M 模型的服務評估架構。研究成果可為後續相關設計實務提供參考架構。

With the development of the global economy and the improvement of the quality of life, human society is facing severe challenges such as aging society and environmental sustainability. The design has gradually become a key element in human-centred and innovative solutions to social issues. Meeting social needs through design is the current responsibility of designers. The current design is not limited to the improvement of the function of products but gradually breaks through the traditional category of "things", begins to face complex systems, and deals with "service-oriented" design needs. In addition to considering the original user-centred thinking and methods, the design also needs to add systematic thinking and service design methods to meet today's design needs.
Before service design, it is necessary to understand the complexity of the system and its factors and integrate existing ecological resources for design and evaluation, which involves many untraditional design methods and processes. However, after reviewing the past literature, the research on related issues is still insufficient. Therefore, the research question of this paper is what complex factors are included in the design, and how to clarify them systematically. It is expected to establish a set of comprehensive and systematic service design patterns and methods to assist designers in thinking and solving complex problems that may be encountered in the real field.
This research selects four practical projects around social issues by DITLDESIGN as the research object, focusing on four design themes user research, online channel design, offline channel design, and omni-channel system design. Based on practical experience, it deeply discusses what complex factors designers need to deal with when facing different design subjects and needs and the insights of design processes, methods, and tools.
There are three main research results: 1). Clarify the source of complex factors in service design innovation, including the interlaced needs of stakeholders, the integrated design of six major design channels, and the influence and limitations of changing real-world fields; 2). Propose the three-stage development process of service design, namely problem distillation, design iteration, and field diffusion; 3). Sort out the essential design tools at each stage, including persona that integrates into the context of user behavior, co-creation workshops for step-by-step planning, and a service evaluation framework based on the G-S-M model. The research results can provide a reference framework for subsequent related design practices.

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