服务设计视角下的“出行即服务”研究进展

Research Progress of “Mobility as a Service” from the Perspective of Service Design

中文关键词: 出行即服务  服务设计  智慧交通  可持续发展  设计机会

英文关键词: mobility as a service  service design  smart transportation  sustainable development  design opportunities

中文摘要:

      目的 了解出行即服务(Mobility as a Service，简称MaaS)的研究进展和发展趋势，寻找服务设计介入MaaS的机会与路径。方法 通过文献研究和比较研究，理清了MaaS的定义与内涵，从政策推动、技术支持、服务系统、运营商和用户5个角度介绍MaaS的研究进展，并分析了服务设计介入MaaS的方式及可能发挥的作用。通过案例研究，探讨了产品设计与服务设计的区别与联系。结论 作为交通可持续发展的新模式，MaaS从理念、技术、系统构成、用户使用、服务提供等多方面为服务设计提供了新的应用环境、问题和挑战。服务设计可以从用户视角、服务触点、协同共创、服务系统创新、信息要素和服务体验创新等多点介入MaaS，创造新的对话、寻求新的可能性，为MaaS的实现发挥重要作用。

英文摘要:

      This paper aims tounderstand the research progress and development trend of “Mobility as a Service” (MaaS), and find the opportunities and paths for service design to intervene MaaS. Through literature research and comparative study, this paper clarified the definition and connotation of MaaS, and also introduced the research progress of MaaS from five perspectives:policy promotion, technical support, service system, operators and users. Then, the ways in which service design intervened in MaaS and its possible role were analyzed. Finally, through case study, the differences and the relationship between product design and service design are discussed. As a new model of sustainable development of transportation, MaaS provides the new application environment and challenges for service design from the aspects of concept, technology, system constitution, user use, service provision and many other aspects. Service design can intervene in MaaS from many aspects such as user perspective, service contacts, collaborative creation, service system innovation, information elements and service experience innovation. It creates new dialogue, seeks new possibilities, and plays an important role in the realization of MaaS.