基于双钻石模型的地铁服务设计研究——以长春市地铁为例  

Research on metro service design based on double diamond model——taking Changchun metro as an Example

作　　者：韩璘[1] 庄浩 耿新龙 HAN Lin;ZHUANG Hao;GENG Xin-long(School of art design,Jilin Jianzhu university,Changchun 130118,China)

机构地区：[1]吉林建筑大学艺术与设计学院,长春130118

出　　处：《吉林建筑大学学报》2021年第6期61-66,共6页Journal of Jilin Jianzhu University

基　　金：吉林省教育厅科学研究规划项目(JJKH20200303SK).

摘　　要：本文运用双钻石模型和服务设计理念,以长春市地铁为例,通过对双钻石模型的4个阶段(探索、定义、构想和交付)的详细阐述,探索地铁服务设计的过程和方法,以改善当前地铁服务系统现状.在双钻石模型的4个阶段中使用客户旅程图和HMW(How Might We)分析法等工具,深入探析用户的实际需求,确定并改善服务触点、痛点,优化设计方案,以提高用户乘坐地铁的体验.通过优化长春地铁服务流程方案,并验证了双钻石模型应用于地铁服务设计具有极高的可行性和适用性,能够提高乘客的乘坐服务体验和交互体验,为未来国内其他城市的地铁服务设计提供部分参考与借鉴.This article uses the double diamond model and service design concepts,taking the Changchun metro as an example,and through a detailed explanation of the four stages(exploration,definition,conception,and delivery)of the double diamond model explores the process and methods of metro service design.To improve the current status of the metro service system.The tools such as customer journey maps and HMW analysis methods in the four stages of the double diamond model are used to deeply analyze the actual needs of users,identify and improve service touch points and pain points,and optimize design solutions to improve users'experience of riding the metro.Conclusion by optimizing the service process plan of Changchun metro,and verifying that the double diamond model is applied to metro service design with extremely high feasibility and applicability,it can improve the passenger's riding service experience and interactive experience,and finally serve the metro in other cities in China in the future,the design provides part of reference and reference value.

关 键 词：双钻石模型 服务设计 地铁设计 

分 类 号：TB427[一般工业技术]