Research On Hotel Intelligent Check-in System Design Based On Service Design

Economic development and social progress have driven the development of a series of travel services and tourism.The short-term stay in different places makes the hotel check-in service play an important role.This short-term experience plays an important role in the travel of consumers and is related to the quality of the whole process and the continuous value of the follow-up.As the hotel gradually enters the era of intelligent service,users are not only affected by physical environment and interpersonal communication,but also by the quality of interaction with various terminals and software during the process of receiving check-in service,which needs to be re-integrated and designed.This article aims to improve the quality of hotel check-in service,Under the guidance of service design theory,this paper analyzes the problems and defects existing in the current hotel check-in service from the service contact point,optimizes the service process,service mode and carrier of the hotel check-in system,designs intelligent service terminals,and improves the ease of use and rapidity of the self-service check-in service system.Firstly,the article investigates and sorts out the service contact between the hotel check-in manual service and the existing self-service terminals.According to the existing hotel check-in service process,it analyzes the physical contact points,digital contact points and interpersonal contact points respectively,and finds out the problems and deficiencies in each contact point.Secondly,three user character models of background administrator,staff and target users are established to analyze user stories and contact points,summarize and predict users’ demand for hotel check-in services,and put forward the design ideas of self-service terminals.The intelligent check-in service process is optimized by integrating Internet,witness verification,cashless payment,image and voice technologies and new service methods.The action behaviors of users in the three stages of pre-check-in,check-in and check-out are analyzed,and an improved contact model of hotel check-in service system is constructed.On this basis,the shape of the self-service terminal is taken as the physical contact point,and the interactive interface of the service terminal screen is taken as the digital contact point,which are designed respectively.Finally,aiming at the prototype of hotel self-service terminal scheme,the user’s demand satisfaction,ease of use and operation experience are evaluated with test tasks,prototype ease of use evaluation and service experience scoring card respectively.The test results show that the hotel intelligent check-in system produced by the research improves the ease of use and user satisfaction of check-in service to a certain extent.