隨著服務經濟時代來臨，服務型態相關產業對於創新服務的開發逐漸重視。透過流程化步驟，能夠協助企業做為新服務開發的依循步驟，進而減少在資源使用與時間上的耗損。此外因顧客需求導向的形成，服務發展流程漸漸加入以顧客使用者為導向的要素。透過顧客各種參與形式，能夠為企業新服務產出帶來正向效益，進一步符合顧客需求。
過去不同學者對於新服務發展流程步驟化，設定特定議題後將流程再探討。本研究將綜合過去文獻研究、企業實務執行作法，探究不同企業面對不同開發情境，需適時將新服務發展流程進行微調與改變。至於顧客參與在新服務發展流程議題，最常見的參與階段是了解使用者需求、創意發想與市場測試等步驟。其中當開發者嘗試了解使用者需求的過程，過去使用者研究法多數採用市場調查、問卷、訪談等作法。但顧客常無法真正了解與發掘自己可能潛在需求；開發者需要透過顧客使用行為與認知感受的資訊收集，進一步尋找可能的顧客需要。
文化探針的使用者研究法，除了能紀錄使用者自我日常生活、了解使用者特定事件看法之外，還具備能看到更高層次個人價值觀與抽象感受等特質。而文化探針過去運用領域主要是在產品開發創新，相當少涉及新服務發展。因此本研究透過新服務實際開發專案執行，探究以文化探針讓顧客參與在新服務發展流程，所產生的新服務內容樣貌；並針對結果產出，進一步對於服務流程操作方式提出各項建議。

With the era of service economy, new service development has already become a significant issue since the exact services could achieve benefits. By following standardized procedure of new service development could assist service companies to reduce the waste of resources and time costs. Besides, in order to fulfill customer needs with quality, new service development especially puts the emphasis upon customer viewpoints through studying target users in multiple methods. As a result, new services create the positive value for both, enterprise and customer.
This research aims to aid enterprise in tailoring the processes of new service development over further discussing literature and integrating realistic practice together. Some previous studies focused on standardizing the processes, setting the specific issue and then approaching to the step development. The common studies include the steps of digging into customer needs, idea generation, market testing, etc., performing market survey, questionnaire and interview. However, customers often could not discover or disclose their potential needs in short minutes, so the service developer need to collect more information such as their perception and behaviors for designing the service; therefore, cultural probes is proposed to investigate their daily information in a period of time.
Cultural probes provides a way of gathering information about people and their activities, moreover, deep down to their personal belief and feelings; which was used to do new product innovation and surprisingly, few studies looking into the service field. This study is generated from a new service development project by taking cultural probes method into practice. The final outcomes of new service are described and suggestions are provided among different service development stages.

一、中文部份
1.財團法人資策會創新應用服務研究所（民97），服務體驗工程方法指引－研究篇。台北市：財團法人資策會。
2.郭建良，紀昭吟，葉惠娟（民99），產業觀點下的服務創新方法論v2.0。新竹縣竹東鎮：工研院產經中心。

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