基本上，年輕捐血者願意捐血是維持良好血液品質之重要關鍵。然而，在血液需求持續攀升下，近年來發現年輕捐血者人數卻逐漸下滑；因而，招募更多年輕捐血者已成為捐血服務機構之首要工作課題。針對服務供應而言，先前研究指出服務涉入度同時會對服務體驗和服務滿意度產生影響。因此，就捐血服務而言，捐血者涉入度是否會對服務體驗和服務滿意度產生影響之問題解答，便則成為本研究努力焦點所在。

為探究上述之問題解答，本研究選定台北市兩個一般年輕人較聚集之捐血車為研究場域。針對上述兩個場域，本研究先採用非參與式觀察法發現，目前台北市捐血車主要捐血服務含蓋有：5 項核心服務、5 項人員服務和 3 項服務場域等服務體驗。其次，為了解現階段台北市捐血車之捐血服務缺口，本研究以 CIT 法調查 300 位年輕捐血者(17-24歲)。此階段，本研究發現：1) 捐血者最不滿意之捐血服務關鍵事件集中在「核心服務」，而最滿意之捐血服務關鍵事件則聚焦在「人員服務」；2) 核心服務與人員服務之主要的服務缺口為「表現缺口」，而服務場域則為「設計與標準缺口」。然後，透過共創工作坊與參考過往捐血服務設計案例，本研究提出 2 個不同捐血服務設計方案：1)「靜態式」設計和 2)「互動式」設計。接著，本研究針對 100 位年輕捐血者進行2 個新捐血服務設計方案之問卷調查，以了解捐血者涉入度對服務體驗與服務滿意度之影響。針對上述議題，本研究主要發現有三：1) 相較「靜態式」設計，「互動式」設計在「服務效率」有較高的服務滿意度；2) 相較低涉入度捐血者，高涉入度捐血者對「服務程序」、「服務資訊」、「服務效率」和「服務便利」的服務滿意度較高；3)「互動式」設計因具有即時且輕易接觸之優點，故可使原本涉入度較低的捐血者享有更有效率且合理的捐血服務。除提出服務設計實務與後續研究若干建議外，本研究亦冀望研究成果可作為未來捐血服務機構在進行服務設計上之有用參考依據。

Basically, young blood donors being willing to donate blood is the key to maintain blood quality. However, the number of young donors is decreasing, while the demand for blood is increasing in recent years. Therefore, attracting more young donors has become a crucial issue for blood donation organization. As for service provision, previous research shows that service user involvement has an impact on both service experience and service satisfaction. For blood donating service, how the effects of donors’ involvement on service experience and service satisfaction are the focus of this study.

To answer the above question, this study chose two mobile blood donation in Taipei located on the youngsters gathering places as the research field. First, this study generated the service experience of the mobile blood donation drives with non-participant observation: 5 core services, 5 employee services, and 3 servicescapes. Secondly, the study adopted CIT (critical incident technique) to investigate the service experience of 300 blood donors who are 17-24 year olds to understand the service gap of the mobile blood donation drives. This study found that：1) the most unsatisfied events centered on core services, and the most satisfied events were employee service; 2) the main service gap between core service and employee service was the service performance gap, and servicescape was the design and standards gap. After conducting a co-design workshop and referring donation service design cases, this study proposed two donation service designs：1) static design; 2) interactive design. Based on two donation service experience designs, after conducting a survey on 100 participants to discover how various levels of donor’s involvement affect service experience and service satisfaction, this study found that：1) interactive design had better performance on service efficiency than static design; 2) high involvement donors were more satisfied with service procedure, service information, service efficiency, and service convenience than low involvement donors; 3) interactive design has the advantages of in-time and easy contact, so it allows low involvement donors to enjoy more effective and reasonable blood donation services. In addition to proposing service design practices and suggestions for future research, it is hoped that the finding of this study can be a reference for the blood donation organization in designing for services in the future.

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