A User-centric Development Approach for Smart Park Shuttle Service System

Smart park shuttle service systems (SPSSS) play a crucial role in the future smart city, but there is currently no comprehensive development approach that considers the user at every stage. This study proposes a user-centric development approach for SPSSS, which includes: (1) creating user journeys to uncover user requirements and design opportunities; (2) analyzing elements such as human factors, machinery, and the environment to clarify the service system model; (3) identifying user touchpoints to define system functions; and (4) involving users in evaluations to facilitate decision-making. This approach constructs an SPSSS with shuttle vehicles, an online booking platform, and park navigation stations as the front-end, and a cloud-based system as the back-end. Furthermore, user involvement in evaluations helps refine shuttle vehicle design. This study offers significant value by promoting a user-centric perspective for the development of service systems.