服務設計近年來蓬勃發展，理論與方法建構逐漸成熟，卻缺乏實際案例的公開研究，對新手服務設計師的學習門檻很高。另一方面，生物科技被列為台灣重點發展的產業，對新創生技企業而言，如何抓住顧客的的心非常重要，新手服務設計師與新創生技企業如何一同打造美好的顧客服務體驗，是一個值得探討的議題。

本研究以奧斯帝摩生醫科技為案例，該公司希望提升服務滿意度，建立品牌。研究者作為一個新手服務設計師與企業內勤人員進行探索，從服務接觸點、顧客旅程地圖、顧客人物誌找出設計缺口，提出該公司的服務邏輯，透過業務人物誌、結合軟體發展出業務服務藍圖，以圖增進顧客體驗。

本研究發現：（一）提升個案企業的服務體驗關鍵在於：提升業務人員提供給顧客的服務、讓顧客更容易理解產品與服務、讓顧客更方便地追蹤自己的病情。（二）服務設計的理論在實務操作上未考慮到設計之後，企業資源不足難以持續開發、推廣的窘境。也未考慮到企業是否落實服務藍圖與保有彈性空間的設計。（三）研究者受限於企業內共同創造的文化不成熟、新創企業內資源不足與分工不明確，在服務設計的執行階段難以落實。本研究作為一個實際服務設計的案例初探，提供給新手服務設計師與新創企業參考。

Service Design is a modern method and its theory and process is becoming more mature. However, Service Design needs more real public case study to let more novice service designers to follow and learn. Taiwan government focuses on the development of Biotechnology industry for a long time. It's important that Biotechnology startups and novice service designers co-create better customer experience by Service Design.

This study takes Taiwan Oxygener Biomedical Tech as a case. The company wants to build up a good brand image by good customer satisfaction. In this study, researcher was working at the company as a office staff and a novice service designer. We seek out the essential service design gap by Service Touch Point, Customer Journey Map, and Persona. We develop a new Service Blueprint for the company through a particular service logic from the Good-Dominant logic and Service-Dominant logic, sales persona, and software.

In summery. (1) We find out the key to enhance the company’s service experience is how sales service customer, how to let customers understand products and service easily, and how to let customers trace their condition easily. (2) Service Design theory doesn’t consider the dilemma that the company doesn’t have enough resources to develop and promote new service continuity. (3) It’s hard to deliver new service because the company was limited by immature co-creation culture, rare startup’s resource and unequivocal division of labor. We show a real case for novice service designers and startups.

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