Evaluating Passenger Behavioral Experience in Metro Travel: An Integrated Model of One-Way and Interactive Behaviors

With the continuous expansion of urban metro systems, balancing passenger experience and operational efficiency has become a central concern in contemporary public transportation design. However, most existing metro service studies continue to focus on perceptual comfort or isolated usability tasks and lack an integrated, behavior-centered perspective that accounts for the full travel chain and diverse user groups. This study develops the Bi-directional Service Behavioral Experience Model (BSBEM), which systematically integrates one-way navigation behaviors and interactive operational behaviors within a unified dual-path framework to identify behavioral patterns and experiential disparities across user groups. Based on the People–Touchpoints–Environments–Messages–Services–Time–Emotion (POEMSTI) behavioral observation framework, this study employs a mixed-method approach combining video-based behavioral coding, usability testing, and subjective evaluation. An empirical study conducted at Beidajie Station on Xi’an Metro Line 2 involved three representative passenger groups: high-frequency commuters, urban leisure travelers, and special-care passengers. Multi-source data were collected to capture temporal, spatial, and interactional dynamics throughout the travel process. Results show that high-frequency commuters demonstrate the highest operational fluency, urban leisure travelers exhibit greater visual dependency and exploratory pauses, and special-care passengers are most affected by accessibility and feedback latency. Further analysis reveals a positive correlation between route complexity and interaction delay, highlighting discontinuous information feedback as a key experiential bottleneck. By jointly modeling one-way and interactive behaviors and linking group-specific patterns to concrete metro touchpoints, this research extends behavioral evaluation in metro systems and offers a novel behavior-based perspective along with empirical evidence for inclusive, adaptive, and human-centered service design.