Research On Service Design Of High-speed Railway Station Based On Service Design Theory

The development of China's high-speed rail is changing with each passing day,and the high-speed rail station is constantly improving.Today's high-speed rail station passengers are different from the traditional passenger station passengers,they are more diversified,high-quality,convenient high-speed rail station services.Therefore,with the continuous development of the high-speed railway station,its service gradually evolved from a single railway passenger flow distribution service to an urban complex that integrates five core functions.At present,the research on high-speed rail service is relatively simple,and most of the literature is analyzed from the perspective of transportation.This article is a comprehensive discussion of the service of the high-speed rail station from the perspective of design.Based on the service design theory,the service design method such as user experience map is used to study the service of the high-speed rail station,aiming to improve the service experience of passengers at the high-speed rail station.This paper first analyzes the relevant information of railway passenger station service and high-speed rail passengers,understands the research status and existing problems of high-speed rail station service,and provides guidance for the subsequent research direction of the paper.Then,it explores the existing high-speed rail service platform design cases,compares and analyzes the advantages and disadvantages between the cases,summarizes the service level model of the high-speed rail station,and provides theoretical reference for the follow-up service design practice.Then,through the on-the-spot investigation of the Hangzhou East High-speed Railway Station,the questionnaire survey method was used to conduct research on the target users,so as to analyze the passenger type,passenger behavior,passenger evaluation and other aspects,aiming to explore the services of different types of high-speed rail passengers for the high-speed rail station.Diversified needs.Based on the theory and case study of service design,based on the theory and case study,analyze the main task flow of passengers at the high-speed railway station,the stakeholders of the high-speed rail station service,and the service contact points of the high-speed rail station,and then summarize the opportunity points of the service design of the high-speed railway station.Provide methodological guidance for later design practices.Finally,by combining research theory with specific practices,designing high-speed rail service-related apps based on business travellers can help enrich the practice of service design in the field of public transportation.