Service System Design Of Gas Station Under“New Retail”

New retail is the product of consumption upgrading and economic development,and the energy supply of transportation is an indispensable consumption behavior in urban life.At present,as a vital consumption scenario in urban life,the service quality and level of gas stations have not improved with the innovation of science and technology,in view of this situation,how to innovate the gas station service system in combination with the new retail model has become an important research field.In this paper,we study and review the theories and literature on new retail models and service design,and explore the current situation of new retail applications and existing services in gas stations.The paper then analyzes the existing users,environment,services and product types of gas stations from the new retailing elements of "people,goods and field",and comes up with service design indicators for gas stations under the new retailing model.Based on the service design theory,the service design tools: user experience map and stakeholder map are used to analyze the relationship between the core stakeholders and the core touch points in the service system of gas stations.The service design strategy of gas station under the new retail mode is obtained.Finally,we propose and construct a "multi-channel,multi-level,and whole-process" energy supply service system under the new retail model,which is a combination of environment,user needs,and service resources,and the core touchpoints: smart dispenser,signage system,immersive experience scenario P-Box,and the new retail gas station app that connects the whole service system.The new retail service systemThe "new retail" model is deeply embedded in the service of gas stations,thus promoting the transformation and development of the gas industry,improving users’ refueling experience,and providing new thinking and inspiration for the future design of gas station services under the "new retail" model.