A design of smart travel based on city user experience

Abstract

Tourism as a typical service industry, which is directly related to the level of quality of service the long-term development of tourism. Perfect service system and high-quality service quality can not only affect the number of tourists and tourism revenue, such as the dominant value, better able to improve the city's reputation and resident people's quality of life. This paper is designed for the study of smart travel of city, first the status of the Nanjing tourism conducted a comprehensive investigation to the theory of service design and user experience as the core, in order to improve tourism services in Nanjing system, through scientific and systematic survey methods(heuristic evaluation, expert interviews , shadow tracking, fixed-point observation, etc.) and advanced and effective analytical methods (affinity diagram , customer behavior maps, etc.), to explore Nanjing Tourism service system inadequate for the service provided by the foreigners . We found foreign tourist pain points and analyzed them and ultimately derived directional insights for improvement. © 2014 Springer International Publishing.