Abstract
In recent years, new energy vehicles represented by electric vehicles have rapidly occupied the automotive market in China, leading to a gradual decrease in the demand for automotive refined oil. At the same time, the single service content, outdated service models, and low level of informatization of China’s gas stations lead to poor user experience. The operations of the gas station face challenges. This paper uses service design methods like field research, user interviews, user journey map and Kano model to discuss the problems existing in the current gas station and make design strategies for the future smart gas station. According to analysis, future smart gas stations should upgrade hardware facilities, innovate the service marketing model, and establish a smart operation management platform, and these strategies are realized by the design of the gas station space, the user app terminal and the staff pad terminal. From the perspective of service design, the innovative design of gas station service model is in line with the development direction of smart cities in the new era, which can meet the full-link service needs of multi-role stakeholders, and provide a reference for future gas station service design.
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Lv, M., Zhang, X. (2022). Research and Design of Future-oriented Smart Gas Station Service. In: Rau, PL.P. (eds) Cross-Cultural Design. Product and Service Design, Mobility and Automotive Design, Cities, Urban Areas, and Intelligent Environments Design. HCII 2022. Lecture Notes in Computer Science, vol 13314. Springer, Cham. https://doi.org/10.1007/978-3-031-06053-3_7
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DOI: https://doi.org/10.1007/978-3-031-06053-3_7
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