Research On High-speed Railway Station Service Robot Design Based On Service Design

In order to improve the current service situation of service robots in high-speed railway stations,build a service robot service system for high-speed railway stations and improve the service experience of passengers in high-speed railway stations.The author summarized the shortcomings of the current service robots applied in the high-speed railway station scenario through research and analysis.And the author proposesd scientific and reasonable solution strategies based on user research by using the tools and methods of service design in order to improve the service robot service system design for high-speed railway stations.Based on service design theory,this study used AEIOU observation method,questionnaire survey,user interview,user experience map,system service blueprint and other methods to comprehensively explore the design of service robot service system in high-speed railway station.This paper firstly analyzed the current situation of the application of service robots in high-speed railway stations at home and abroad,summarized the existing shortcomings and provides guidance for the subsequent determination of research directions.Then the stakeholder map was used to analyze the stakeholders related to the service robot in the high-speed railway station,and the target users were identified as two types of user groups: station passengers and service staff.Next,user research was conducted through various research methods such as AEIOU observation method.The author completed user profiles of different types of target user groups based on the most realistic feedback information and refined the characteristics of the target user groups,providing a user model reference for subsequent research.Then the pain points of target users in the service process was dug by analyzing the contact points in the high-speed railway station scene and a target user experience map was constructed.And on the basis of this,user service process optimization strategies was proposed,such as ensuring the integrity of service links,reducing service breakpointsand reducing operation costs.Based on the conclusion of the user study and the analysis of the service process,the demand model of the service robot terminal of the high-speed railway station and the demand model of the backstage management system of the high-speed railway station were constructed respectively.Based on the previous research,the author used service design tools such as system blueprint to build the service robot service system of high-speed railway station,including the design of high-speed railway station service robot product and the design of high-speed railway station service background management system.Finally,the product design of high-speed railway station service robot product and the design plan of high-speed railway station service background management system were completed,and the synergistic linkage between software and hardware systems was realized to bring pleasant experience to users.The value of the service robot service system of the high-speed rail station was finally realized.