반려동물 항공 운송 서비스 경험 디자인 개선 연구

초록

The demand for air transport services for pets continues to grow. However current services face critical issues such as overly complex procedures, inadequate safety measures, and limited accessibility to service information. These challenges negatively impact both users’ and pets’ travel experiences and undermine the quality and reliability of air transport services. This study aims to systematically analyze user experiences throughout the pet air transport service process and proposes practical improvement strategies. By adopting a user-centered approach based on service design principles, this study collected extensive user data through literature reviews and surveys, conducted behavioral observations and in-depth interviews, and performed a detailed analysis of users’ needs and experiences. A user journey map was utilized to identify systematic issues at various service touchpoints, serving as the foundation for proposing targeted improvement measures. These include hardware and software enhancements, greater efficiency in information provision, and streamlined procedural workflows. The findings underscore several key areas for improvement in pet air transport services. The development of real-time information systems, the optimization of procedural efficiency, and enhanced safety and comfort of transport equipment are identified as critical to significantly improving user experiences. This study recommends adopting advanced technologies such as cameras and sensors within pet transport cages to ensure safety and psychological well-being. Also implementing a transport cage rental service is suggested to increase user convenience. It is emphasized that the need for a real-time monitoring system to enable interaction between users and pets during transportation and advocates for a unified application. This study not only contributes to enhancing the quality of pet air transport services but also provides a pivotal foundation for developing pet-friendly services within the aviation industry. The proposed strategies hold a significant potential for future research and advancing service design.

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