目的 优化大型城市的轨道交通枢纽站换乘功能。方法 从服务设计的视角出发，运用服务设计的方法和工具，以北京东直门枢纽站为例，发现轨道交通线路之间换乘过程中服务接触点的“断层面”和“缺口点”。结论 针对这些问题，提出轨道交通换乘“知行合一”的服务策略与方案设计，通过优化换乘导向系统，提高乘客换乘的效率与安全感，降低无效换乘路线和时间，从而提升乘客换乘体验的满意度。

It aims to optimize the transfer function of rail transit hub in large cities. It is based on the effective combination of perspective and application of service design. Exemplified by Beijing Dongzhimen Hub, it finds "fault plane" and "gap point" in the service touchpoints that transfer between rail lines. In view of these problems, it puts forward the service strategy and scheme design of "unity of knowledge and practice" of rail transit, and greatly improves the efficiency and security of passenger transfer by optimizing the service contact point, and reduces the anxiety and fatigue in the transfer process satisfaction of transfer experience.