目前教授與碩博士論文作為一個有價值的知識資源，為校園周邊的研究人員提供重要參考。隨著知識呈現的交換方式愈發豐富，本文以國立清華大學為場域，通過服務設計探討一種新的知識提供系統，以便合理開發和利用校園內軟硬體的信息與數據，並在現有條件的基礎上，優化校園知識管理。我們遵循雙鑽石理論，利用形象代言人、服務藍圖等工具進行服務設計。經過活動理論分析之後，做出符合顧客期待的系統原型，並再次運用活動理論進行測試，是否滿足顧客的需要。這項研究的目的在於提出一種新的知識創新方式，以幫助圖書館建立不同學術領域內教師，碩、博士研究生之間的知識網路，並期待為進一步的研究有指向作用。

Academic papers including Ph.D. dissertations and master theses are valuable knowledge resources, as an important reference of researchers in the campus. This article examines a new approach to measuring the service of how to reasonably explore and utilize such information and data, and optimize the knowledge management under existing conditions at the same time. We adopted the Double Diamond Model to guide the use of service design, such as persona and customer service blueprint, to generate service prototypes. Based on the Activity Theory analysis, a system prototype was established after finding out the expectations of users. This research aim to propose a new methodology to facilitate the library of National Tsing Hua University to set up complete links among faculty, PhD and master students majoring in different academic professions.

Table of Contents
Acknowledgements iii
Abstract vi
中文摘要 vii
Table of Contents viii
Table of Tables ix
Table of Figures x
Chapter 1 Introduction 1
1.1 Research Background 1
1.2 Research Motivations 2
1.3 Research Objectives 2
Chapter 2 Literature review 5
2.1 Knowledge Creation 5
2.2 Knowledge Based Service 6
2.3 Service Innovation and Design 7
2.3.1 Service-Dominant Logic 7
2.3.2 Design definition and principles 8
2.3.3 Double Diamond Model 9
2.3.4 Service design tools 11
2.4 Activity Theory 14
Chapter 3 Research Methodology 17
3.1 Research Framework 17
3.2 Research Analysis 20
3.2.1 Transcription of interview 20
3.2.2 Interview results analysis 21
3.2.3 Investigator triangulation 22
Chapter 4 Service Design 24
4.1 Discovering Customers’ Needs 24
4.1.1 Identifying Customers 24
4.1.2 Subjects 25
4.1.3 Behavior analysis 25
4.2 Defining Customers’ Needs 28
4.3 Developing Prototyping Services 32
4.4 Creating and Testing Prototyping Services 36
4.4.1 Creating prototyping services 36
4.4.2 Value propositions 38
4.4.3 Testing prototyping services 39
Chapter 5 Evaluation and Discussion 42
5.1 Results Overview 42
5.2 Analyzing the Generated Prototypes 43
5.3 Reflection on Service Design Activities 50
5.4 Summary of Results 51
5.4.1 Research contribution 51
5.4.2 Managerial implications 52
Chapter 6 Limitations and Future work 54
Chapter 7 Conclusion 56
References 57
Appendix 62

Table of Tables
Table 2.1 Innovation based on knowledge service 7
Table 2.2 Distinguish the Logic of the Goods and Service-Centered Views (Vargo and Lusch, 2004) 8
Table 2.3 Principles of service design (Stickdorn and Schneider, 2010) 9
Table 3.1 Design workshop process 20
Table 3.2 Example of pain points 21
Table 4.1 Status of interviewees 25
Table 4.2 Interview details of subject 1 (portion) 26
Table 4.3 Pain points of subjects (portion) 27
Table 4.4 Co-creation workshop schedules 32
Table 4.5 Value propositions 39
Table 4.6 Testing results 40
Table 5.1 Contradiction compare 47

Table of Figures
Figure 2.1 Knowledge Spiral (Nonaka and Takeuchi, 1995) 5
Figure 2.2 Double Diamond Model (British Council, 2005) 10
Figure 2.3 Actors and central role of a persona 12
Figure 2.4 Challenges and approaches in scenario-based design (Carroll, 2000) 13
Figure 2.5 Components of the activity system (Engeström, 1987) 14
Figure 3.1 Research service design method 17
Figure 3.2 Activity theory model of subject 1 22
Figure 4.1 Grouping of interview information 28
Figure 4.2 Postgraduate from science background 29
Figure 4.3 Activity theory model of persona 1 29
Figure 4.4 Postgraduate from humanities background 30
Figure 4.5 Activity theory model of persona 2 30
Figure 4.6 Postgraduate from management background 31
Figure 4.7 Activity theory model of persona 3 31
Figure 4.8 Transformation matrix 33
Figure 4.9 Cool idea hunting session 34
Figure 4.10 Finishing the concept form 34
Figure 4.11 Presentation of the concepts 35
Figure 4.12 The scene of voting to identify interesting prototypes 35
Figure 4.13 Prototype of Persona 1 36
Figure 4.14 Prototype of Persona 2 37
Figure 4.15 Prototype of Persona 3 38
Figure 4.16 The scene of testing prototyping services 39
Figure 5.1 Activity theory model of the library 43
Figure 5.2 Service blueprint of CTS (human resources demand) 45
Figure 5.3 AT model of CTS 46
Figure 5.4 Activity Theory of Persona 2 and library 49

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