用户体验驱动的校园交通服务系统设计

Design of a User Experience Driven Campus Transportation Service System

中文关键词: 用户体验  校园交通  IPA  服务指标  乘车服务体验

英文关键词: user experience  campus commuting bus  IPA  service indicators  riding service experience

中文摘要:

      目的 探究校园交通系统中影响用户体验的服务指标并运用服务设计工具进行优化。方法 借助服务设计工具将校园交通中的现存问题可视化，掌握影响用户体验的关键痛点，结合文献研究法、问卷调研梳理近5年来中国知网中有关校园交通领域的影响因素，作为发散性设计导向。结果 以湖南工业大学校园交通系统为例，梳理出8条位于IPA象限分析图中重点改进区和低优先级区的服务指标，并利用定量分析方法进行评定，得到在具体实践中影响用户乘车体验的因素。结论 以用户体验为导向并联合IPA模型析出得出，高校校园通勤车服务系统设计需要充分考虑用户“前—中—后”三个阶段的乘车体验需求，以及校园通勤车的车次规划和行驶路线。乘车前的校园通勤APP界面设计应该符合用户心理模型且能够链接校园重要信息，全方位地提高用户的乘车体验。

英文摘要:

      The work aims to explore the service indicators that affect user experience in the campus transportation system and optimize them using service design tools. Service design tools were used to visualize existing problems in campus transportation. The key pain points that affected user experience were grasped. Literature research and questionnaire research were combined to sort out the influencing factors in campus transportation in China National Knowledge Infrastructure (CNKI) in the past five years, as a divergent design direction. Taking the campus transportation system of Hunan University of Technology as an example, eight service indicators for key improvement areas and low priority areas located in the IPA quadrant analysis chart were sorted out, and quantitative analysis methods were used to evaluate the factors that affected user ride experience in specific practice. In conclusion, based on the user experience oriented joint IPA model, the design of university campus commuting service system needs to fully consider the user's travel experience needs in the "pre-middle-post" stages of commuting, as well as the planning and driving routes of campus commuting buses. The interface design of the campus commuting APP before commuting should conform to the user's mental model and be able to link important campus information, so as to comprehensively improve the user's riding experience.