Research On Service Contacts Of Xi’An North Railway Station Based On User Behavior

With the rapid development of the new economic era,the increasing demand of consumers is becoming more and more individualized and diversified.The service form and content of design may inevitably produced a huge change.In order to conform to the development of the times,service design is becoming a design activity that can adapt to the new economic form,and it is paid more and more attention.A very important element in service design is service touch point and the research of service touch point is helpful to improve the quality and efficiency of the whole service system.The ultimate goal of service design is to enhance the user experience from a strategic point of view,so service design must be user-centric,it is necessary to strengthen the research on user behavior,needs,preferences and satisfaction.High-speed rail as a new mode of passenger transport,high-speed rail passenger station service design related to a city and even a national public interest.However,China’s high-speed rail passenger station service design and user experience is far from enough.Therefore,based on user behavior of the high-speed rail passenger station service touch points research is very necessary for us.Taking Xi’an North Railway Station as an example,this paper studies a new problem from the Perspective of Service Design: “Research on service touch points of Xi’an North Railway Station based on user behavior.” This study is divided into three parts: First of all,I conducted a field survey of Xian North Railway Station,to understand the Xi’an North Railway Station profile,to understand the Xi’an North Railway Station service environment,service facilities,oriented logo and Xi’an North Railway Station passenger service process.On this basis,the service design method is used to construct the service blueprint of Xi’an North Railway Station,and the service touch points of Xi’anNorth Railway Station are perceived through the service quality evaluation index to establish service touch point.At the same time,it makes a questionnaire survey on its importance and satisfaction,and finally obtains the gap of the service contact.Then,through the deep observation and analysis of the user behavior of different service touch points,such as the station,ticket,security,waiting and ticket checking of Xi’an North Railway Station,it is more detailed to dig out the pain points in Xi’an North Railway Station service touch point.Finally,aiming at the problems existing of different key links and the needs of users,combining with the theoretical guidance of the current technical support and service design methods,the paper puts forward the promotion strategy of Xian North Railway Station passenger service system through the existing touch point optimization and the the introduction of two new links,and visualization of the program through the way the service scene.Based on the user behavior and user needs,this paper systematically introduces the service design,service contact thinking and methods into the XiAn North Railway Station passenger service system.On the one hand,help to create a high level,high efficiency and different services Experience,effectively guarantee the quality of service for passengers in Xi’an North Railway Station,and create a better experience for the passengers.At the same time,it conveys a more positive value,and further improves the national well-being;On the other hand,the idea and method of this paper will contribute to the theoretical research of passenger service system and service management in the future.It has a certain practical significance and reference value.