Research On Service Design Of Xi'an Metro Based On User Behavior

In the complex context of global social transformation,the driving role of design innovation is becoming more and more important.The focus of the design is also shifted from the traditional simple "product","plan","clothing","environment" and other objects to more complex,comprehensive considerations of "relationships","services" and "systems".Service design,as a common theme among various non-material design objects,is the necessary result of social and economic progress.Service design balances the interests of all parties in the system through the re-integration and planning of existing resources,avoids waste of resources,and strives to improve the sustainable quality of the system.Service design has been widely used in various public service places and has become an indispensable part of social innovation.Xi'an Metro is a member of Xi'an public service security system.As an important hub of Xi'an transportation,it is related to the vital interests of Xi'an citizens and foreign tourists.In order to improve the user experience and improve service satisfaction,Xi'an Metro service design research based on user behavior is very important.This paper expounds the related theories of service design and metro research,as well as the present situation at home and abroad.At the same time,collation,induction of service design,user behavior,hierarchical task analysis and other related concepts are described,as well as analysis of the current service design to introduce Xi ' an metro research necessity and feasibility.The paper takes Xi'an metro as the research object and explores from the perspective of service design.The main research work is listed as follow:(1)Service quality evaluation of Xi'an metro.This evaluation first grasp the general situation of Xi'an metro.Then the Xi'an metro service evaluation system was constructed,and a three-dimensional evaluation model was constructed from the behavioral layer,the interaction layer and the perception layer.Through Xi'an metro decoration atmosphere,station facilities and sign facilities,the analysis of the service scene is conducted.Finally,through questionnaire survey and contact quality survey,the problems existing in Xi'an metro's current service are identified.Through the analysis of the questionnaire results,the user's voice are understood and the direction for the later optimization is provided.(2)User behavior research of Xi'an metro.In this section,the user behavior and corresponding needs of Xi'an metro are analyzed,the recognition process of user's pain points are refined,and optimization opportunity points are clarified.The service experience analysis is carried out in three aspects: HTA combing,service blueprint construction,and user journey map drawing.Through analysis,it clarifies the passengers' every step when they are taking metro,and sorts out the logical relationship in the service system from the interaction between the passenger and the service system,the internal operation of the service system,and the passenger's full experience process.The key behaviors of the user before,during and after the experience is further analyze,the problem points are found out and the user requirements are exported.Finally,based on the user's in-depth interviews,the user role model is constructed,and the user expectations of the metro process are summarized by analyzing typical users.(3)Xi'an metro service system optimization.Organize and summarize the problems and user needs of the Xi'an metro service.By constructing the metro service optimization convergence model,the optimal feasible domain of Xi'an metro will converge,and the optimal solution is obtained.The optimization strategy is built on the basis of the optimal solution,and the optimization strategy is obtained through consideration of the contacts and the system.The optimization plans are displayed through service integration model maps,scene full views,service supply maps,etc.The purpose of this paper is to optimize the user experience by studying the user behavior of metro travel service process,so as to improve user satisfaction and improve operational efficiency.From the point of view of user demand,user behavior and cognition,the user ride process is decomposed by hierarchical task analysis method,and the user's task of taking metro is analyzed by cognitive psychology theory and ergonomic principle level,then the task is decomposed and the passenger's task is subdivided,until the granularity is small to a specific action,ultimately,the goal of improving the user travel experience is achieved.