隨著科技產業進步，企業透過導入自助式服務科技，藉由新型態的服務媒介帶給消費者不同於過去的消費體驗，不僅能提升獲利更藉此降低人力成本。然而，當科技進步的速度超越消費者認知時，多數消費者容易對新產品或新型態的服務感到陌生以及排斥。本研究期望透過探討消費者對於特定場域的需求及體驗，轉化為設計元素，並將此研究結果導入自助式服務機台的實體外觀設計，希望透過研究所設計出的機台能夠更貼近消費者的想望。
以設置於美妝雜貨專門店的自助式服務機台作為研究樣本，本研究透過訪談美妝雜貨專門店之高涉入度消費者，應用ZMET隱喻引導法進行深入訪談，將受訪者所提出之特定場域的需求及過去體驗，做文字的陳述，整理出共識地圖。透過受訪者所提出的圖像作為基礎，並將其中的元素抽取出設計構念，應用於設計實務做為參考元素。期望藉由設計的改良能夠改善消費者的喜好度與親近度，讓使用的過程產生新的體驗。研究結果將進行設計實例兩案，將設計的機台做為第二階段以研究結果所整理的十個要項進行設計驗證的問卷，針對研究結果所設計的兩案設計構想進行驗證。
藉由ZMET隱喻引導法所進行的深度訪談，在研究最後發現透過此研究方法所抽取的設計概念，藉由受訪者所提出的圖像作為參考元素的方法，對於研究人員進行設計改良前端的發想過程具有助益性。最後研究建議，當設計人員欲從事研究將新科技或新服務導入不同的市場領域前，可藉由此研究方法做為了解消費者之需求的參考依據。

With the advance of the technology industry, enterprises have implemented automatic service technology in service media to reduce labor costs and increase profits. When the range of technology advancement is larger than the range of consumers’ knowledge, most consumers start to reject due to the feeling of unfamiliarity. They hang back when facing new products or services. This study analyzed consumers’ demands and experiences in a certain field and turned them into design elements. The result of this study was implemented to design the exterior of the service machine, as the reference for researchers from different fields to design exteriors of their automatic service machines used in their fields.
　　Based on the current automatic service machine designs in other countries, this study explored the design features and transformed consumers’ demands and experiences in a certain field from their viewpoints into design elements. These elements were implemented in the machine exterior design. Then this study verified whether better designs could improve consumers’ preference and the friendliness of the machines, and created new experiences for users through resolving the issue of coldness caused by technology. The research method was interviewing the highly-involved consumers in the fiend where the automatic service machines were used. The Zaltman Metaphor Elicitation Technique (ZMET) was applied to conduct in-depth interviews. The interviewees’ demands and experiences were summarized to create a consensus map. The elements were extracted as design concepts to create practical reference elements. The results of this study were used in two real cases. And the machines designed were used as samples to design the second-phase questionnaires for verification.
　　This study found that the design concept reference elements extracted using the ZMET could indeed help the researcher with the modification of the final design. Thus, this study suggested that before researchers explore new fields for new services, they could adopt this research method to obtain references for consumers’ demands.

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