如何透過科學與系統化的方法改善服務的生產力及促進服務創新，成為全球重視的研究課題。服務的發展在實務上缺乏合適的操作模式、方法、工具及組織結構，是「服務工程」新專業出現的主要原因。本文提出服務體驗工程方法，闡明將服務做為研發主體下，從創意產生到服務上市前的完整服務研發流程，本方法將創新服務發展時，由創意發想到創新實踐的過程進行系統化的整理，並將其中的重要觀念與步驟進行抽象化的提取，提供服務開發者完整的流程與工具做為參考，透過運用合適的模型、方法及工具，有系統地發展設計創新服務。服務體驗工程方法將新服務的研發分為三大階段：(1)趨勢研究(FIND)，主要是針對消費者及環境面的趨勢性研究，包含顧客需求研究及技術應用 觀測；(2)服務價值鏈研究(Innovation Net)， 專注於產業價值鏈與服務塑模；(3)服務實 證(Design Lab)，專司於服務可行性的驗證， 包含技術概念驗證、服務驗證與商務驗證。 本文同時以新世代網路創新服務為案例， 說明服務體驗工程方法應用方式。企業在 進行創新服務發展時，在服務發展過程中 採用系統化工程方法進行創新服務發展的 效益顯著，完整採用系統化的服務開發與 設計方法進行創新服務發展者，服務成功 機率可提升至61.5%。

It’s then becoming the global topic to research how to improve service productivity and facilitate the service innovation through the scientific and systematic way. The primary reason why the new discipline “Service Engineering” comes out is that the new service development is lack of proper operation mode, method, tool and organizational structure in practice. In this paper, Service Experience Engineering methodology, taking service as the Research and Development subject, described the new service development process completely from ideas creation to service marketlaunch. Service Experience Engineering methodology systematically organizes the important concepts and steps explicitly from ideas to innovation in the new service development processes, it’s for the service developer to have a concrete reference with complete process and tool. Through the application of appropriate models, methods, and tools, the new service is systematically developed and designed. Service Experience Engineering divided the new service development into 3 phases: (1)Market Trend Research (FIND), it focuses on the macro market trend research in terms of the customer and surrounding factors, it consists of customer research and technology watch. (2) Service Value Chain Research (Innovation Net), it focuses on the industrial value chain and service modeling. (3) Service Test (Design Lab), it focuses on the testing of the service feasibility, including proof of IT concept (PoC), proof of service (PoS) and proof of business model (PoB). This paper also describes the em-pirical study of applying Service Experience Engineering Methodology on the innovative services of next generation web (Web 2.0). When the enterprise is developing new services, the effectiveness and efficiency of using systematic engineering way for new service development is very outstanding. The success rate of the ones, who didn't use systematic way for new service development, reaches 36.8%, while that of the ones with complete systematic way is increased to 61.5%. Therefore, it is concluded that the advantage of applying Service Experience Engineering Methodology in new service development are to upgrade the success rate of new services and to reduce the cost of service research and development.