Building the User Experience Evaluation Model of Bank Outlets by Service Design

The existing customer satisfaction evaluation model has three major problems in the data collection and evaluation methods: non-automation, non-sustainability, and imbalance. The same problems exist in bank outlets because they use traditional satisfaction evaluation methods. This study studies the service quality evaluation system and constructs an offline user experience evaluation index system of banks that scientifically quantifies the service experience to solve the three major problems. Taking the offline service of banks as the research object, based on Scene theory, the “DEPTH” experience evaluation index system was constructed, including five dimensions and 20 secondary indicators, which have three advantages: automaticity, sustainability, and compatibility. The data management and evaluation of service products are helpful to ensure the quality of service and provide a clear direction for subsequent service improvement and decision management.