Metro service system design research. Take Shanghai metro line 14 as an example

With the development of the society, the international influence continues to expand. Service economy is gradually replacing the traditional industrial economy. People are feeling the arrival of understanding the real needs of the experience economy as well as people-oriented service economy. Service design as a new discipline has gradually developed. The paper set the rapid development of Shanghai Metro as the background, and the current opportunity of vigorously preparing for the new line, hoping to improve metro services through design, and not only to offer passengers a better travel experience and service quality, but also to create a good working environment for the metro staff as well as to reduce their pressure. Using service design thinking and methods, after reviewing relevant literature analysis, the author summarized a series of factors that may affect the quality of service, including the environment, facilities, processes, touch points, and metro staff. Taking the process as the main clue, through field visiting, questionnaires to do a detailed observation and comparison, and also through observation of passengers and staff interviews, using persona analysis to reach the main problems. Taking Shanghai Metro Line 14 program as an opportunity, the results of the design, including metro environment design and metro service process improvement, also including some other ideas. Although the research has some limitations, it’s quite helpful for metro future development.