| With the rise of mobile Internet technology and the sharing economy,car sharing has gradually developed.As a new shared travel mode,it is being gradually promoted in China,adding travel options for users.Faced with this mode of travel,the user’s approach is exploratory use and habit formation,which is both an opportunity and a challenge for enterprises.Car-sharing companies have introduced foreign experience and time-sharing service models into the country,but this does not fully meet the actual needs of Chinese users.Service design is a research tool that can transform the needs and pain points of users and stakeholders into visual graphics.Application service design can effectively improve the existing shared car service process to meet the needs of Chinese users and the needs of enterprises.This is an effective design research method.Shared car service system includes invisible service process and tangible user operation interface.In view of the current user needs and company needs in the current shared car service process,service design research methods and user research methods can be used to find design opportunities and build service design optimization strategies.According to the optimization strategy,the user’s APP operation interface has been redesigned,so that the APP operation interface is combined with the improved service process,providing users with an effective car rental process and a user-friendly car rental experience.First,on the basis of literature analysis and collation,the research methods and design process of service design are summarized,and the difference analysis of service models of shared cars at home and abroad is carried out.Second,use the service quality gap model,user interviews and user observation research methods to explore and quantify user needs.Then build a user scene graph to visually display the entire service process of the user using the shared car,so as to obtain a design opportunity that meets the user’s needs.Third,analyze the APP operation interface of the existing car sharing platform and conduct interviews with company employees to obtain design opportunities that suit the needs of the company.Combining the needs of users and enterprises,summarize the design opportunities of shared car service systems.Finally,construct the service design optimization strategy of the shared car service system.Based on the service design optimization strategy,the operation interface of the shared car APP was designed,and the improved service process was deeply integrated with the APP operation interface,and its usability was evaluated through the method of usability testing.This article uses service design and user research methods to improve the car sharing service process and design a new application interface.The focus of innovation is to use the tools and methods of service design to re-optimize the car rental process and obtain a set of universal service systems suitable for my country’s car sharing companies.It effectively improves the service efficiency and user experience of car-sharing,and provides a reference for the improvement of services of existing car-sharing companies in my country. |
