服务设计思维在高校辅导员职业规划指导中的实践研究

Practical Research on Service Design Thinking in Career Planning Guidance by University Counselors

摘要: 针对高校职业规划指导服务中普遍存在的“单向输出–流程割裂–反馈缺失”困境，本研究引入服务设计思维，构建“需求洞察流程重构效果评估持续改进”四维创新框架。通过用户旅程图精准识别学生全周期职业发展需求，结合KANO模型实现分层需求匹配；依托服务蓝图重构“前台–中台–后台”协同闭环服务体系，整合企业导师、校友资源等多方支持；创新采用AARRR模型与平衡计分卡构建覆盖服务全周期的多维评估体系，突破传统单一结果导向的局限。研究提出动态反馈机制，通过计划–执行–核查–改进的闭环运作，驱动服务系统自适应优化，并设计“微资源聚合平台”破解资源碎片化矛盾。配套技术工具与组织文化保障为框架落地提供支撑。本研究首次将服务设计理论与职业规划指导深度融合，为破解服务生态化需求提供系统性解决方案，未来可进一步探索生成式人工智能(AIGC)与伦理治理的整合应用，推动职业规划服务向终身学习生态系统演进。

Abstract: In response to the prevalent challenges of “one-way output, fragmented processes, and lack of feedback” in university career planning guidance services, this study introduces service design thinking to construct a four-dimensional innovation framework comprising “demand insight, process reengineering, effect evaluation, and continuous improvement”. By utilizing user journey maps, the study accurately identifies students’ full-cycle career development needs and integrates the KANO model to achieve hierarchical demand matching. Relying on service blueprints, it reconstructs a coordinated closed-loop service system integrating “front-middle-back office” support, incorporating resources such as corporate mentors and alumni networks. Innovatively adopting the AARRR model and the Balanced Scorecard, the study establishes a multi-dimensional evaluation system covering the entire service cycle, overcoming the limitations of traditional outcome-oriented approaches. A dynamic feedback mechanism is proposed to drive self-adaptive optimization of the service system through a Plan-Do-Check-Act (PDCA) cycle. Additionally, a “micro-resource aggregation platform” is designed to address the issue of fragmented resources. Supporting technical tools and organizational cultural safeguards provide the foundation for implementation. This research represents a pioneering integration of service design theory with career planning guidance, offering a systematic solution to the need for servitization. Future studies may further explore the integration of generative artificial intelligence (AIGC) and ethical governance to promote the evolution of career planning services into a lifelong learning ecosystem.