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2019-07期

博物馆票务网页的用户体验地图构建及其服务设计

单位:沈阳航空航天...     作者:韩鹏飞 刘洋 吕滢娴     来源:工业设计杂志     时间:2019-07-26

摘 要:本文通过运用服务设计中的用户体验地图法,对博物馆官网在线购票这一环节进行重新设计。通过实际操作以及用户访谈调研等方式对访问博物馆网站的用户进行研究,并进行聚类处理构建用户角色,建立用户体验地图,作进一步探究,发现用户痛点,归纳洞察设计机会点。明确博物馆在线购票流程中的目标用户、用户需求以及情感变化,探究出购票流程中的用户注册及出现位置、开放公告的展示方式和购票进度可视化对用户情绪产生显著影响,并以此基础对在线购票流程做出优化修改意见。

关键词:服务设计;博物馆网站;用户角色;用户体验地图;在线购票


中图分类号:TP393 文献标识码:A

文章编码:1672-7053(2019)07-0083-02


Abstract: Through the use of the user experience map method in service design, the process of online ticket purchase of the museum official website was redesigned.  It Through the actual operation and user interview research, the users visiting the museum website are researched, clustered to construct the user role, and the user journey map is established for further exploration, and the user pain points are discovered, and the design opportunity points are summarized. The target users, user needs and emotional changes in the online ticketing process of the museum are clarified, and the user registration and appearance position in the ticket purchasing process, the open announcement display mode and the visual progress of the ticket purchase have a significant impact on the user's emotions. The basis is to optimize and modify the online ticketing process.

Key Words:service design; museum website; user role; User experience map; ticket purchase