Value Innovation

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Maokong Service Experience Design Project


In recent years, the Maokong Gondola has brought tens of thousands of daily tourists to Maokong on the outskirts of Taipei City, bringing new life to the region. However, the large number of tourists have negatively impacted upon transportation, the environment, and culture.

S3TW collaborated with a research team from National Taiwan University of Science and Technology in 2014 to redefine tourism service values in Maokong, which in turn birthed local organizations and new community service models. This project developed local service experiences in Maokong based on the two core service design values of “cross-discipline” and “co-creation” through a process that included regional understanding, local connections, co-creation projects, service design, and implementation. We successfully promoted awareness in local stakeholders and designed new tour buses, Maokong audio tour guide apps, and tea culture experiences in this landmark example of academia-industry collaboration.