基于行为劝导理论的地铁分流系统服务设计研究

RESEARCH ON SERVICE DESIGN OF SUBWAY DIVERSION SYSTEM BASED ON BEHAVIOR PERSUASION THEORY

将行为劝导理论模型介入服务设计视角,分析地铁分流系统服务设计的潜在逻辑,使有效引导乘客行为、解决乘客无意识行为造成的安全隐患和出行体验差的问题。首先,利用行为劝导理论分析乘客行为与地铁空间的交互关系,再结合服务设计研究方法,得出地铁服务与实际目标人群痛点的潜在关联,总结出基于行为劝导理论的地铁分流系统设计策略。利用所得设计策略获取最终的服务蓝图与设计思路,并完成设计实践。对设计成果使用F-AHP(模糊层次分析法)进行可行性验证。利用行为劝导理论对地铁乘客行为模式进行研究,明确地铁乘客的潜在期望,从而针对性获得了设计需求,提供建设性方案,为用户行为研究融入服务设计开拓了新视角。

The behavioral persuasion theory model is introduced into the perspective of service design to analyze the potential logic of service design of subway diversion system,so as to effectively guide passenger behavior and solve the problems of safety hazards and poor travel experience caused by passengers'unconscious behavior.Firstly,the interaction between passenger behavior and subway space is analyzed using behavioral persuasion theory.Then,combined with service design research methods,the potential correlation between subway services and the actual pain points of target population is obtained,and the design strategy of subway diversion system based on behavioral persuasion theory is summarized.The obtained design strategy is used to obtain the final service blueprint and design ideas,and complete the design practice.The design results are verified for feasibility using F-AHP(Fuzzy Analytic Hierarchy Process).The behavioral persuasion theory was used to study the behavior patterns of subway passengers,and the potential expectations of subway passengers were clarified,so as to obtain targeted design requirements and provide constructive solutions,which opened up a new perspective for the integration of user behavior research into service design.