目的 针对当前机场航站楼导引服务产品功能割裂与流程断裂的问题,开展智慧导引车的设计研究。方法 以重庆江北国际机场T3A、T3B航站楼为场景,采用非参与式观察与半结构化访谈获取327条原始痛点语句,通过KJ法聚类构建“旅程-用户”双维分析框架,识别商务、家庭、银发三类典型用户画像及四个一级服务断点。基于智慧出行服务设计与包容性设计双重视角,提炼形成“服务伴随”与“空间复用”双机制设计策略。结果 设计了一款集智能引导、短途代步、行李承载、多模态交互于一体的智慧导引车。通过服务蓝图对比、任务流程模拟与人机参数校核完成了方案的理论验证。结论 研究将出行即服务理念与包容性设计下沉至产品设计层面,提出的双维分析框架与双机制设计模型为大型交通枢纽服务装备创新提供了可参照的设计路径。
Abstract
The work aims to research the design of smart guidance vehicles to address the current issues of fragmented functions and disconnected processes in airport terminal guidance service products. With the T3A and T3B terminals of Chongqing Jiangbei International Airport as the scenario, 327 raw pain point sentences were obtained through non-participatory observation and semi-structured interviews. The KJ method was employed to cluster and construct a "journey-user" dual-dimensional analysis framework. Three typical user personas of business, family, and silver-haired, as well as four primary service breakpoints were identified. From the dual perspectives of smart travel service design and inclusive design, a dual-mechanism design strategy consisting of "service accompaniment" and "space reuse" was refined and formed. A smart guidance vehicle integrating intelligent guidance, short-distance transportation, luggage carrying, and multi-modal interaction was designed. The theoretical verification of the scheme was completed through service blueprint comparison, task process simulation, and human-machine parameter verification. The research subordinates the concept of travel-as-a-service and inclusive design to the product design level, and the proposed dual-dimensional analysis framework and dual-mechanism design model provide a referential design path for the innovation of service equipment in large transportation hubs.
关键词
智慧出行 /
机场导引车 /
服务设计 /
包容性设计 /
空间复用 /
服务伴随
Key words
smart travel /
airport guidance vehicle /
service design /
inclusive design /
spatial reuse /
service accompaniment
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基金
重庆市艺术科学规划重点项目（JT24ZD03）; 2025年重庆市教育委员会人文社会科学研究重点项目（25SKGH088）; 中国高等教育学会2025年度高等教育科学研究规划课题（25JZ0206）; 重庆市高等教育教学改革研究项目（243133）
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