海外游客酒店预订APP服务系统优化提案——以20-30岁访韩游客为例
摘 要：智能化，网络化是现在人们生活的特点，越来越多的人使用酒店预订APP，不断完善APP所提供的服务也必将成为发展的趋势。目前出境游越来越受到大众欢迎，酒店预订APP所提供的服务是否能够满足人们海外旅游的实际需求，这一问题越来越被用户关注。本论文运用服务设计方法以酒店预订APP所提供的服务内容为研究，针对20-30岁访韩游客在使用酒店预订APP中所遇到的不满进行整理。通过使用人物角色设定，顾客旅程图等方法导出服务上的痛点和发现顾客所关注的个性化需求。围绕这些实际需求和痛点来进行服务的改进，提出优化APP的服务设计方案。研究结果发现现有的APP存在区域信息不足，缺少导航功能和翻译功能等服务上的不足。新的方案从这些不足点入手，完善了服务上的不足，扩展了新的服务功能。
关键词：服务设计；酒店预订APP；顾客旅程图；人物角色设定
中图分类号：TB472 文献标识码：A
文章编码：1672-7053(2018)03-0057-02
Abstract：Intelligence and network refer to the characteristics of people’s life, more and more people use hotel booking APP, and it will be the development trend to constantly improve the service provided by APP. At present, outbound tourism has been more and more popular among people, users pay much more attention to the problem that whether the service provided by hotel booking APP can satisfy people’s real requirements of outbound tourism. In the thesis, it makes research on the service content provided by hotel booking APP with service design method and manages the unsatisfied points of hotel booking APP that 20-30 years old tourists who visit Korea. Through using persona design, customer journey map and so on, it introduces shortage of service and individualized requirements that customers pay attention to. It improves service with circle of these real requirements and shortages, and then submits service design scheme of APP. From the research result, it can be found that there are shortages of service in the existing APP, such as short in region information, lacking of navigation function, lacking of translation function and so on. In the perspective of these shortages, the new scheme improves shortages of service and expands new service function.
Key Words：Customer journey map; Booking APP; Pain point; Service
