The Impacts of Digital Technology on Service Design and Experience Innovation: Case Study of Taiwan’s Cultural Heritage under the COVID-19 Pandemic

The aim of this research is to identify the digital technology impact and experience innovation cultural heritages in context epidemic. authors created an analytical framework used a qualitative exploratory multi-case study three Taiwan. findings indicate that has facilitated further innovations under epidemic be closer consumers’ daily life more connected with young generation. Compared traditional heritages, profit-making need sales its products sustain operations, while live streaming, which interactive, rising as new way promote sales. Using multiple platforms can maintain interest encouraging follow-up visits thus resulting traffic online offline. This paper illustrates advantages epidemic, highlighting innovative streaming social introduced are different from heritages.