Research On Service System Design Of User Security Improvement Under The Car-hailing Scene

In today's society,as a convenient way of transportation,car-hailing appointment brings many conveniences for people's daily travel.However,while car-hailing booking brings benefits to users,there are frequent safety incidents caused by the absence of regulations and supervision behind the industry,which bring huge personal injury and property losses to users,lead to a gradual decline in the sense of safety of users,and enterprises are also facing many challenges,which have a huge negative impact on the entire travel industry.In this context,aiming at the problem of the gradual lack of users' sense of security,this study starts from the perspective of service design and takes user's sense of security as the starting point to analyze the users' sense of security needs in the car-hailing service,so as to provide practical service design strategies for enterprises.Firstly,it studies the influencing factors and improving strategies of users' sense of security.Through literature review,this paper summarizes the concepts and contents of car-hailing appointment,security,security of car-hailing appointment and service design,analyses the influencing factors and promotion strategies of user security,summarizes the influencing factors and promotion strategies of user security of car-hailing appointment,and provides the basis for the subsequent security needs analysis.Secondly,it analyzes the security requirements of the car-hailing users and draws a service blueprint for the improvement of the security of the car-hailing users.Firstly,it summarizes the process and some security problems of existing car-hailing appointment service by immersion tracking research method;secondly,it obtains the first-hand user information through in-depth user interviews,collates and analyses user behavior,ideas,motivations and needs by card method,excavates existing security problems and security requirements in the service;secondly,it uses dimension analysis method to analyze user characteristics.The user's image is obtained after the analysis of user's characteristics.Next,the user's security problems are summarized and the user's security scale questionnaire is compiled.After issuing,validating and optimizing the scale,the user's security scale and the priority of user's security needs are ranked.Finally,according to the priority of user's security needs,the service settings of user's security enhancement are drawn.Blueprint.Thirdly,the service design strategy to enhance the security of users of car-hailing appointment is put forward.Taking a well-known travel enterprise in China as an example,the status quo of its enterprise and service design are analyzed,and the security problems existing in the existing services are excavated.Based on the service blueprint of enhancing users' sense of security,and aiming at some security problems that need to be improved urgently in the process of enterprise service,the service design strategy is put forward,and the blueprint of customized service is designed for enterprise.Through the above research,we get the main factors that affect the safety of users,the scale of users' safety sense and the blueprint of users' safety service design.The main factors affecting the safety of users of car-hailing appointment are service quality,service environment and safety supervision.According to the results of the safety scale,the factors affecting the safety of the users are physical security,service details and interpersonal security.This conclusion can be used as a reference for the future analysis of users' security needs.The blueprint of service design proposed in this study based on user security can solve some security problems encountered in the process of car-hailing booking service,and provide ideas for the solution of security problems in the service field.