基于服务设计的“同道”个性化旅游APP设计研究

"Same Road" Personalized Tourism APP Design Based on Service Design

目的调查分析传统旅游出行方式方法,提出运用服务设计的思维和方法,完善提高即兴旅行以及独自出行的适应性情感化需要,建立一套针对年轻人的新型旅行方式的服务策略。方法在进行了文献调查、用户访谈以及样本研究的基础上,提出了服务设计的思想策略,通过人物角色卡、故事板、用户行程图以及服务蓝图的建立,构建设计原型"同道"APP,并以此论证设计导向和策略实施的现实必要性。结论以用户为中心的旅游体验式服务设计,将地理环境要素和人文历史要素相结合,同时与用户行为、用户情绪、痛点和机会点结合起来分析,更加直观和客观地了解用户。通过有形的实体和无形的服务理念的建立,利用服务优先级考虑,提供更加舒适、安全和充满回忆的个人深度游服务,促进个性化旅游的发展。

The work aims to investigate and analyze traditional travel modes and methods to put forward the thinking and method of service design to improve the adaptive emotional needs of impromptu trip and individual travel,and establish a set of service strategies for young people's new way of travel.On the basis of literature survey,user interview and sample research,the idea and strategy of service design were put forward.Through the establishment of character role cards,storyboards,user itinerary diagrams and service blueprints,a design prototype "same road" APP was constructed to demonstrate the practical necessity of design orientation and strategy implementation.The design of customer-centered tourism experiential service combines the environmental elements of geography with the historical elements of humanity, and it is analyzed in combination with user behavior,user emotion,pain point and opportunity point,so as to understand the user more intuitively and objectively.Through the establishment of tangible entity and intangible service concept and by means of considering service priority,more comfortable and safer individual in-depth travel full of memories is provided to promote the development of personalized tourism.