Research on the strategy of travel service system for visually impaired people based on service design thinking

Object: we focus on utilizing service design thinking to enhance the quality of travel services for visually impaired individuals. Our approach involves conducting empathy experiments to gain insights into users' perceptions and expectations and developing relevant service design strategies based on the findings.Problem: As China's travel industry recovers rapidly, the market is becoming more segmented, and visually impaired travel is gradually gaining attention. Visually impaired travelers have different perceptions, needs, and experiences than sighted travelers. Domestic visually impaired travel is in its early stages, and travelers' experience is inadequate. Some services need quality improvement, and there are no corresponding service countermeasures.Approach: To conduct an empathy experiment, we developed tools that simulate physiological responses and identified four key service situations during travel to design travel simulation tasks. Using role simulation, we had eight sighted people and ourselves wear these simulation tools to finish the travel simulation tasks and obtain Service Demand Points. We then used situational simulation to have eight visually impaired individuals complete the same tasks. After completing the tasks, the visually impaired participants were asked to rate demand points for travel services using a Likert scale. The empathy experiment was validated by excluding demand points with mean scores below 0.Result: After conducting empathy experiments and validations, we identified 16 points of opportunity for designing travel services for visually impaired individuals. We then created a blueprint of service design for a visually impaired travel service and developed optimization strategies in three key areas: travel experience, interaction, and inclusiveness.Discover and Implication: Through the research, the potential needs of visually impaired travelers were discovered. A new service system was redefined and constructed, using the system framework as a guide to provide a comprehensive solution that included the detailed development of the service process and service content.Limitation and Potential: The study mainly focuses on the travel needs of visually impaired individuals. However, there is limited research on other stakeholders, resulting in the service strategies being centered around visually impaired travelers. The service optimization strategies presented in the study highlight the importance of meeting the needs of visually impaired travelers and provide direction for improving travel services for this group.