創意生活產業感性場域與感質商品之體驗──The One南園之個案研究

Experiencing Kansei Space and Qualia Product in Creative Life Industries -- A Case Study of the One Nanyuan Land of Retreat and Wellness

創意生活產業指以創意整合生活產業的「核心知識」，提供「深度體驗」與「高 質美感」的產業。深度體驗包括服務與活動的創意；高質美感包括場域與產品的創意。面臨體驗經濟趨勢，創意生活產業如何運用「體驗 （experience）」，創造經濟效益及深耕文化價值，值得深入探討。本文以高質美感為主，進行 The One 南園個案研究，探討如何以體驗歷程，體驗策略，透過感性場域與感質產品，塑造及深植顧客的感動。研究結果發現：1. 以生活風格主張，展開體驗設計策略。2. 定調主軸性及次要性的體驗設計。3. 體驗歷程線索之設計，思考消費體驗訴求的重要線索與體驗方法。4. 設計高峰點體驗，加深顧客融入情境。5. 發展服務系統管理，界定關鍵服務設計與無接縫服務管理。後續研究，建議可將研究結果，綜整提出之體驗設計策略作法、歷程線索、體驗訴求等體驗發展架構，轉化為調查顧客體驗後分 析的參考要素。

Creative Life Industry, which integrate experiences of liveihood industries and local culture, plays an important role in guiding enterprises to apply the concepts of the experience economy. The ''deeply experience'' and ''highly aesthetic feeling'' are two important dimensions for designing customer experience for the Creative life industry. The one's Land of retreat and wellness was taken as an example to verify the ''highly aesthetic feeling'' experience model. This study found the followings: (1) Using the entrepreneur's lifestyle, applying to experience design strategy. (2) Using primary and secondary strategy for experience design. (3) Developing experiential goal, experiential clues and methods. (4) Designing the peaks of experiences, immersing visitors in activities. (5) Designing the key service processes and seamless service management.