The paper focuses on the current status and future development of O2O (Online-to-Offline) consumption models, exploring the possibility of integrating ASMR (Autonomous Sensory Meridian Response) experiences into the design of O2O consumption scenarios. It reviews the origins, concept, and evolution of ASMR, analyzes and generalizes the mechanism by which “Triggers” enhance consumer experience, and subsequently introduces the concept of “Touchpoints” from service design. Based on the user experience process in O2O consumption, a design framework of “Scene Loop Trigger Loop Sensation Loop Experience Loop” is established. This framework is interconnected and progressively deepens, capable of providing consumers with distinctive, sustained, and difficult-to-replicate stimulation and response experiences for consumers, thereby bridging the gap between online and offline experiences and promoting the deep integration of online and offline scenarios. The online and offline application cases analysis of ASMR confirms the rationality, feasibility, and application characteristics of the framework.

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A Service Experience Design Framework for Applying ASMR to O2O Consumer Scenarios

  • Xiong Ding,
  • Mengting Liu

摘要

The paper focuses on the current status and future development of O2O (Online-to-Offline) consumption models, exploring the possibility of integrating ASMR (Autonomous Sensory Meridian Response) experiences into the design of O2O consumption scenarios. It reviews the origins, concept, and evolution of ASMR, analyzes and generalizes the mechanism by which “Triggers” enhance consumer experience, and subsequently introduces the concept of “Touchpoints” from service design. Based on the user experience process in O2O consumption, a design framework of “Scene Loop Trigger Loop Sensation Loop Experience Loop” is established. This framework is interconnected and progressively deepens, capable of providing consumers with distinctive, sustained, and difficult-to-replicate stimulation and response experiences for consumers, thereby bridging the gap between online and offline experiences and promoting the deep integration of online and offline scenarios. The online and offline application cases analysis of ASMR confirms the rationality, feasibility, and application characteristics of the framework.