隨著科技帶來的產業轉型，使服務設計一詞逐漸興起，而於台灣，服務設計仍為一新興領域，對此一概念討論眾說紛紜，為此設計資訊與思考研究室 (DITLDESIGN) 以大會作為服務設計傳遞媒介，期望增進產業與社會對服務設計交流。而本研究者為大會重要成員之一，以大會目標宗旨為核心，期望帶入服務設計觀點，發展大會知識學習服務，提供參與者完善的學習體驗。

因此，本研究目的為透過服務設計觀點與方法，發展一套創新的知識學習服務，並評估其效果，探討運用服務設計觀點於發展知識學習服務的成果與影響力。

研究發展過程分為三個階段：第一階段為設計研究與探索，透過團隊目標訂定、顧客需求探索與利害關係人分析，做為後續發展服務基礎；第二階段為設計發展與執行階段，此階段將設計研究與探索結果轉化為設計策略，以此發展服務概念；第三階段透過淨推薦值 (Net Promoter Score)、狩野模式 (Kano Model) 與訪談評估發展的服務概念，並於最終針對設計評估結果進行探討。

最後，本研究的主要發現有：(1) 運用服務設計觀點發展知識服務，能有效提升顧客滿意度；(2) 經由淨推薦值 (Net Promoter Score)、狩野模式 (Kano Model) 與訪談評估設計方案，能有效掌握顧客對服務的滿意度與優先需求程度；(3) 運用服務設計觀點，能幫助組織凝聚對發展服務的共識，有效降低溝通效率。綜合上述，本研究透過服務設計觀點發展知識學習服務，能確實協助組織發展設計並成功提升學習者滿意度。

The term “service design” gradually becomes popular in the wake of industry transformation. However, service design is still new in Taiwan, and people own very different opinions and interpretation to this concept. Therefore, DITLDESIGN decides to convey the concept of service design in a conference, hoping to enhance the interaction between service design, the society, and the industry.

Thus, this research aims to design an innovative knowledge learning service through the concept and the approach of service design, and in the end evaluates and discusses the result and the influence.

The research develops in 3 phases. In the first phase, research design and discussion. Establish the roadmap of the service through drawing up the team goals, customers’ demand inspection, and analysis of the stakeholders. In the second phase, Formulate the milestones of development and execution. Lay down design strategies through the result and research from the first phase. In the third phase, Evaluate the development of the service through Net Promoter Score, Kano Model, and interviews. At last, discuss the result of design.

Ultimately, this research shows: (1) Applying the concept of service design to knowledge learning service can increase overall customer satisfaction effectively. (2) Designers can acknowledge customer satisfaction of each design solution and prioritize each demand by evaluating design strategy through Net Promoter Score, Kano Model, and interviews. (3) Applying the concept of service design can assist the team or the organization to reach a consensus and reduce communication cost.

In conclusion, this research proves that developing knowledge learning service in the perspective of service design and using the related approach can indeed assist the team or the organization to explore and fulfill the concept of design and increase customer satisfaction.

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