12306客票产品用户体验度量模型研究
User experience measurement model of 12306 ticket product
何娟 1丁顺英 1张维伦 1冯菲1
作者信息
- 1. 中国铁道科学研究院集团有限公司 电子计算技术研究所,北京 100081
- 折叠
摘要
为进一步提升中国铁路12306互联网售票系统(简称:12306)客票产品的用户体验,参考相关用户体验度量通用模型,基于12306客票产品业务特点,从度量维度、度量指标、度量方法、度量报告等4个方面,构建12306客票产品用户体验度量模型,并提出用户体验度量工作体系和实践流程.初步试用结果证明,文中提出的用户体验度量模型可为提升12306客票产品的用户体验提供理论支持.
Abstract
In order to further improve the user experience of the China railway 12306 Internet ticketing and reservation system(12306 for short)ticket products,this paper refereed to the relevant general model of user experience measurement,and based on the business characteristics of 12306 ticket products,constructed the user experience measurement model of 12306 ticket products from four aspects:measurement dimensions,measurement indicators,measurement methods,and measurement reports,and proposed the user experience measurement work system and practice process.The preliminary trial results prove that the user experience measurement model proposed in the article can provide theoretical support for improving the user experience of 12306 ticket products.
关键词
12306互联网售票系统/用户体验/体验度量/客票产品/体系建设Key words
12306 Internet ticketing and reservation system/user experience/experience measurement/ticket products/system construction引用本文复制引用
基金项目
中国国家铁路集团有限公司重大课题(K2023S007)
出版年
2024
NETL
NSTL
万方数据