Study on user experience of airport rail to air Transfer Mode based on QFD and service design methods

Abstract

Objective: To further perfect service design of “rail to air transfer” mode at Beijing Daxing Airport, optimize the transfer flow and improve passengers’ “door to door” transfer experience. Method: Quality function deployment (QFD) method was introduced into the optimization process of service design. Firstly, the user demand for current “rail to air transfer” mode was collected through questionnaire survey and interview method, followed by analysis and classification using KJ method, user demand weight was determined via analytic hierarch process (AHP) method, the correlation between user demand and design elements was quantitatively evaluated through QFD method, and house of quality (HOQ) was constructed to complete the transformation from user demand into design elements. In the end, service contact analysis was implemented according to obtained parameters, the suggestions for improvement were proposed and the service optimization blueprint was constructed. Conclusion: Starting from user demand, QFD method was integrated with service design to optimize and innovate the service design of the existing “rail to air transfer” mode at Daxing Airport. This study has provided a new strategy and method for improving transfer service and user experience.