Service Design Research Of Rail Transit Intelligent Ticketing System Based On User Experience

Rail transit ticketing system is a sub-system of the whole rail transit system, which has the closest relationship with passengers. Based on manual sailing and Ticket Vending Machine, the service model of current rail ticketing system is relatively single. The ticketing system is difficult to meet the increasing traffic and passengers’ complicated demand. In 18th National Congress of the Communist Party of China it is put forward that our country should change the direction of economic development ceremonially and ensure the developing path of economic restructuring. Major domestic companies, rail operators, local office and the municipal sector should cooperate with each other, actively boost the transformation and upgrading of rail service and finally realize the ultimate goal of transition from " traditional rail transit" to "smart rail transit". However, there is no systematic and in-depth research on specific service design in the field of rail transit system.The thesis attempts to introduce theory and methods of service design into the research of intelligent rail ticketing system. Applying the method of product design, system design and user experience design, the author started from the requirement analysis of service design, built service framework around passengers’ experience and established service model through theoretical research and design practice. Through a design practice of intelligent ticketing APP software, the paper demonstrates how to meet the requirement as well as rich the experience of ticket-buying and realize the development of traditional rail transit ticket system in the direction of intelligentization.Firstly, the paper makes a thorough analysis of the user of rail transit ticketing system i.e. passengers through investigation to get appropriate pain points and requirements. In order to identify design problems and objectives, the author constructs user role models and user experience maps for typical users and their requirements. Secondly, the study optimizes the whole service process of ticketing system, conceives service touch points and finds specific design elements corresponding to the touch points. Finally, taking the intelligent ticketing APP as the embodiment of ticketing system’s service design, the author constructs a new service mode of rail transit intelligent ticketing system using methods of interaction design with the goal of improving and optimizing traditional ticketing system. The author also makes a further discussion on such key factors in intelligent rail transit ticketing system as user requirements, interaction mode, ticketing process and user experience through design practice.This study builds a new service mode featuring the ticketing service APP software through analyzing and summarizing traditional service mode of rail transit ticketing system. At the same time preliminary ideas of the service mode of intelligent rail transit ticketing system, improvement design of hardware facilities is also put forward. As an attempt to the intelligentization of rail transit ticketing system, this study provides a reference for the practice of intelligentization of rail transit service system.