Human-Centered Design of an Age-Friendly AR Navigation Product Service System for Older Adults: A QFD-PCN-Based Approach

Population ageing and the increasing digitalization of urban mobility have created new challenges for navigation services for older adults. Existing augmented reality (AR) navigation research has largely focused on interface interaction and wayfinding, with less attention focused on coordination across the wider travel service process. This study adopts a service design perspective to develop a conceptual age-friendly AR navigation product-service system. User research with 196 older adults in Nanjing, China, combined questionnaire findings with user portrait, journey, and stakeholder analyses. Eight requirement dimensions were prioritized using AHP and entropy weighting. QFD related 22 lower-level requirements to 15 functional elements, followed by PCN analysis of service activities across urban travel stages. Safety, operational ease of use, cognitive support, and sensory support emerged as the leading priorities, while traffic resource integration, AR road-condition display, and route indication ranked highest among the functional elements. The service analysis also identified opportunities to reorganize route planning, navigation assistance, transport coordination, and payment activities. The resulting conceptual system links wearable AR navigation, mobile functions, and backend service coordination, offering a structured approach to age-friendly navigation design.