Research on the design of bicycle service system in colleges and universities based on contact mining

Abstract

University campus is a place where bicycles are used a lot and there are many people choosing bicycle as their vehicle, with the increase of users, the vast volume of bicycles also brings high pressure on the entire campus bicycle service system and causes many problems, the existing service system could no longer meet users’ demands. This thesis targets the university bicycle service system as the research target, adopts the service design theory as the fundamental support, takes contact as the entry point, integrates service design method to develop research, and establishes service system process chain network (PCN) model to supplement and improve research results. Firstly, determine the main users of service system, so as to research its demands from both qualitative and quantitative levels, qualitative level is to use Personas to extract the characteristics of main users, use the method of stakeholder to excavate other users with relevant interests with the main users, integrate the key character map method to determine the interactive relationship between the main users and other users, and extract user demands. Quantitative level is to, based on the research result on qualitative level, further determine the main demands of main users through the questionnaire survey and data statistic analysis on the demand level of main users. The demands of main users shall be concluded based on the comprehensive summarization of the two levels above. Secondly, systematically use the interview method, situational approach and role playing method to analyze the process of main users in using the existing service system and excavate the contact. So as to conclude the problems in existing system from both qualitative and quantitative levels, qualitative level is to summarize the corresponding problems of each contact through field investigation and from contact perspective. Quantitative level is based on qualitative level, it determines the relatively prominent problems in the existing service system through questionnaire investigation and data statistic analysis on the level of prominent questions, and provides foundation for subsequent improvement and model establishment. Finally, integrate the demands of main users and improvement of problems in exiting service system, use the process chain network (PCN) tool method to position the contact in the process chain, establish the process chain network (PCN) in university bicycle service system, further determine the interactive relationship between main users and service providers in contact.