以生活實驗室方法構築智慧服務的啟發：以客庄導入智慧觀光服務為例

Framing a Smart Service with Living Labs Approach: A Case on Implementing Smart Tourism in Hakka Towns

資通訊科技與物聯網科技的持續發展，促成真實的使用者間交易行為與虛擬數據透過智慧服務的構築，提供使用者優化在行為中的資訊處理工作，強化交易行為的執行效能。因此，服務開發者必須構築一項成功的智慧服務，確保智慧科技、使用者需求與商業活動在真實世界進行整合，以透過智慧服務來提升使用者價值。生活實驗室方法在開放式創新的構念下，智慧服務可整合科技創新、使用者涉入與商業活動在真實場域進行形塑，智慧科技的採用與原有服務系統在生活場域以開放式創新機制與使用者共創活動進行智慧化，發展符合場域中多元使用者需求的商業模式。本研究透過客庄智慧樂活4G應用服務計畫為實際個案，服務開發者試圖在桃竹苗共五個客庄聚落透過導入智慧科技，並以場域內旅客、店家或是景點為使用者，發展智慧觀光服務，藉以提升旅客旅遊經驗與促進客庄觀光經濟活動。本研究收集智慧觀光服務試營運的各項績效，觀察智慧科技、商業模式與使用者需求三者之間的相互作用，藉以了解智慧服務在真實場域構築過程所面臨之挑戰。

Smart service could employ ICT and IoT technologies to improve the interactions between human behavior and virtual data processing to promote the transactions within the users in the physical world. Therefore, how service developers could frame a successful smart service to encourage transactions with the users is a practical challenge. On the living labs approach, framing a smart service with open innovation could make the service smartize through a real setting. A case of Taiwan is illustrated in this study which the government intends to introduce smart technologies, such as beacons, a mobile app, and a website, to frame a smart tourism destinations (STD) service in five Hakka towns, by living labs approach. In this case, we observe the interactions between the technology, users, and business in smart service framing, and attempt to identify the potential challenges by performance measuring. The results show a low adoption of the new STD service. Observing the case by a proposed model, we found that the tourist service model is spun in to smartize as a smart service by the developers, but it could not be spun out to reshape by the co-creating by the users. These findings indicated failure to make the inbound and outbound open innovation synergies as well as make the co-creation within the users in the framing process may lead an unsuccessful smart service.