Research on Service Design of Clothing Stores From the Perspective of Lei Feng’s Spirit -- Taking ZARA Brand as an Example

DOI

10.2991/978-2-38476-281-1_38How to use a DOI?

Keywords

service design; User journey map; ZARA; Lei Feng spirit

Abstract

Objective To take ZARA brand as an example to explore the satisfaction of consumers in the process of clothing brand marketing from the perspective of service design, and put forward the corresponding optimization strategy. Methods Based on the present situation of physical stores and the characteristic of service design thinking based on Lei Feng spirit, the importance of service design thinking in the service setting and space design of physical clothing stores was emphasized. Through the case study and investigation method of ZARA brand, the service design idea from the perspective of Lei Feng spirit is thoroughly implemented, and the psychological and behavioral characteristics of consumers are explored, so as to provide quality services based on Lei Feng spirit concept. Results Six “touch points” and 16 “pain points” and “opportunity points” were summarized through the user journey map presented by the survey results. Starting from the needs of consumers, this paper systematically optimizes these needs, and proposes corresponding service design schemes in the investigation and research, aiming at improving the pain points of consumers’ experience and enhancing the satisfaction of shopping experience. Conclusion It provides a new perspective for service design under the spirit of Lei Feng to integrate into the marketing process of clothing brands, and puts forward targeted optimization strategies from the perspective of consumers. Through a user-centric research and design process, we provide consumers with a better service experience, thereby increasing their satisfaction with the brand.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Meng Hu
PY  - 2024
DA  - 2024/08/31
TI  - Research on Service Design of Clothing Stores From the Perspective of Lei Feng’s Spirit -- Taking ZARA Brand as an Example
BT  - Proceedings of the 2024 International Conference on Humanities, Arts, and Cultural Industry Development (HACID 2024)
PB  - Atlantis Press
SP  - 313
EP  - 328
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-281-1_38
DO  - 10.2991/978-2-38476-281-1_38
ID  - Hu2024
ER  -