Service Design Research Of Information Service Interface In Public Transportation

The service design research of information service interface in public transportation was made up of four parts in this dissertation. Firstly, in chapter 3 it classified passengers who the target customer of service design in public transportation into four types, namely, Leisure type, Urgency type, Goal type, Exploration type and set up a set of scenarios according to passengers’travel model which including scenario of starting from the point of departure, going to the departure station, getting to the departure station, getting aboard, getting to the destination station, going to the place of destination, and getting to the destination place; given on this basis, this dissertation also deduced L-U-G-E type passengers’service expectations, and then summarized their service design demand for public transportation, that is, information accessibility, action accessibility, differentiated services availability, psychological reliability, economic and physical affordability. Secondly, in chapter 4, this dissertation defined information service interface as the meaning of a service interface taking information as service content, which also an integrated service interface through some dominant or recessive service touchpoints to release timing information, spatial information, space-time capacity information and additional information; in addition, based on distance, information service interface was divided into Personal Terminal Information Service Interface, Station Information Service Interface, On-board Information Service Interface in this dissertation; whereafter, it analyzed information service interface from the view of technology level, design level and perception level; furthermore, this dissertation regard the process on how passengers using information service as the start point of this research, thus it subdivided their information accessibility demand into the demand of information accessibility from visual level, cognitive level and emotional level. Thirdly, in chapter 5 this dissertation transformed passengers’demand into some technical features by using Quality Function Deployment method, and came to the conclusion that passenger’s demand have a high correlation relationship with some technical features such as functionality from perception level and intercommunity from technology level, whereas, a low correlation relationship with ordinal and quantitative features from design level. Finally, in chapter 6, this dissertation built a service prototype aimed at Goal type passenger by using service blueprint method, and then tested this prototype after using SD and PAD evaluating method, which provided a reference significance to practical project in the days ahead.