基于客户旅程图的地铁导视系统服务设计研究

Research on Service Design of Subway Guide System Based on Customer Journey Map

为优化地铁导视系统服务设计,提升乘客出行效率,文章通过文献资料研究和案例研究,总结针对地铁导视系统服务设计的客户旅程图构建路径,得出地铁导视系统服务设计的客户旅程图构建,主要有确定目标、制定客户旅程、总结需求、机会点转化和视觉呈现五个步骤。其中制定客户旅程时应着重关注乘客与服务提供者间的人际触点,使地铁导视系统服务设计更具完整性。

In order to optimize the service design of subway guide system and improve passenger travel efficiency,through literature study and cases study,this paper summarizes the path of customer journey map construction for subway guide system service design.It is concluded that the construction of the customer journey map for subway guide system service design mainly includes five steps:determining the target,making the customer journey,summarizing the needs,transforming the opportunity points and presenting the vision.In making the customer journey map,the interpersonal contact between passengers and service providers should be paid more attention to so as to make the subway guide system service design more complete.