摘要
自动驾驶网约车服务是自动驾驶商业化应用的重要领域,现已进入全无人示范运营阶段。研究调研了国内4家自动驾驶网约车服务运营商在长沙、苏州、上海的运营情况,从服务设计视角对用户体验进行分析,用服务蓝图的形式对服务框架进行整体剖析,梳理了自动驾驶网约车服务用户历程中的关键服务触点及优化方案,并探讨了自动驾驶网约车服务的发展方向。当前自动驾驶网约车服务已经针对自动驾驶技术特性作了优化,但要实现真正的商业化落地,还需在融入公共交通系统、推动“产品—社会”服务系统创新、拥抱“需求相应式服务”新趋势等方面持续创新。
Autonomous ride-hailing services are a significant area of commercial application for autonomous driving and have now entered the stage of fully driverless demonstration operations.This study investigates the operations of four domestic autonomous ride-hailing service providers in Changsha,Suzhou,and Shanghai.From a service design perspective,the user experience is analyzed,and the service framework is dissected using a service blueprint.The key service touchpoints and optimization solutions in the user journey of autonomous ride-hailing services are sorted out,and the development direction of autonomous ride-hailing services is discussed.Currently,autonomous ride-hailing services have been optimized for the characteristics of autonomous driving technology.However,to achieve true commercialization,continuous innovation is needed in integrating with public transportation systems,promoting“product-society”service system innovation,and embracing the new trend of“on-demand responsive services.”
作者
盛砺冰
刘宗明
SHENG Libing;LIU Zongming(School of Packaging Design&Art,Hunan University of Technology,Zhuzhou,Hunan,412007;School of Art&Design,Shaanxi University of Science&Technology,Xi’an,Shaanxi,710021)
出处
《湖南包装》
2025年第1期143-149,167,共8页
关键词
自动驾驶
网约车
服务设计
用户体验
Autonomous Driving
Ride-hailing
Service Design
User Experience
作者简介
盛砺冰(2000-),男,湖南工业大学包装设计艺术学院在读硕士研究生;通信作者:刘宗明(1978-),男,陕西科技大学设计与艺术学院教授、博士生导师,博士。E-mail:109835841@qq.com。
