Service Design Research Of Beijing Subway Signage System

In order to improve the travel efficiency of Beijing subway passengers,we find and summarize the shortcomings of the existing service design of Beijing subway signage system according to the research,and propose relatively scientific and reasonable solutions to improve the service design of Beijing subway signage system;with the service design concept as the theoretical support,we use service design tools and methods such as field research,questionnaire analysis,user experience journey,and quality function development.Firstly,The author take the study of passengers’ experience process as the starting point,summarize the background characteristics and behavior process of Beijing subway passengers,and divide the passenger behavior process into three parts: entering the station and boarding,transferring,getting off and leaving the station,and subdivide them into 14 passenger behavior actions.On this basis,The author analyzed the various needs of passengers and summarized the four types of passenger needs for the service design of subway signage system.Then,the author conducted scientific research and optimization analysis on the physical,digital,and interpersonal contacts of the existing Beijing subway signage system.On the basis of this,the relationship between passenger needs and the technical elements of the subway signage system service design is quantified and the service gaps in the Beijing subway signage system are explored by using the service design quality function development method.Secondly,we conduct an in-depth study of the various explicit and invisible needs of the Beijing subway signage system,and construct a passenger experience journey of the Beijing subway signage system to refine and summarize the passenger behavior paths,as well as the corresponding service contacts and service pain points.The stakeholder diagram and service system diagram of the Beijing subway signage system are constructed to sort out the interaction of information flow,material flow,capital flow and human flow among the modules in the system and to explore the design opportunities.Finally,based on the research data,The author analyze the service touchpoints that need to be optimized in the Beijing subway signage system,design service innovation for the existing Beijing subway signage system,and propose three types of service design strategies for the Beijing subway signage system,including a multi-port intelligent connection solution for building an intelligent subway signage service system,improving the guidance function and enriching the service form,and other targeted service touchpoint optimization solutions.Through accurate interaction design and visual design on physical,digital and interpersonal touchpoints,it brings a pleasant interactive service experience to passengers.Service design theory is a study of "human" design,which needs to consider the interaction between service providers and service recipients and explore the needs of each stakeholder in the system.The design of Beijing subway signage system based on service design will improve the overall service efficiency and service experience.