图书情报工作 ›› 2021, Vol. 65 ›› Issue (24): 61-70.DOI: 10.13266/j.issn.0252-3116.2021.24.007

• 理论研究 • 上一篇    下一篇

移动图书馆用户体验地图构建与服务优化研究

赵杨1,2, 班姣姣1   

  1. 1. 武汉大学信息管理学院 武汉 430072;
    2. 武汉大学国家保密学院 武汉 430072
  • 收稿日期:2021-08-08 修回日期:2021-10-11 出版日期:2021-12-20 发布日期:2021-12-29
  • 通讯作者: 班姣姣,硕士研究生,通讯作者,E-mail:banjiao66@163.com
  • 作者简介:赵杨,教授,博士生导师。
  • 基金资助:
    本文系国家社会科学基金一般项目"移动图书馆用户信息交互行为中的情感体验研究"(项目编号:18BTQ061)研究成果之一。

Research on User Experience Map Construction and Service Optimization of Mobile Libraries

Zhao Yang1,2, Ban Jiaojiao1   

  1. 1. School of Information Management, Wuhan University, Wuhan 430072;
    2. School of National Secrecy, Wuhan University, Wuhan 430072
  • Received:2021-08-08 Revised:2021-10-11 Online:2021-12-20 Published:2021-12-29

摘要: [目的/意义] 通过构建移动图书馆用户体验地图,有效揭示移动图书馆服务系统、服务情境与用户体验三者之间的内在关联,为基于用户体验的服务优化提供重要依据。[方法/过程] 在详细阐述用户体验地图绘制流程的基础上,以基于微信公众号的图书馆空间预约服务为例,通过用户体验地图直观展现用户在整个服务过程中的交互行为、真实想法和情感变化,从全局化视角准确度量用户体验并揭示其影响因素。[结果/结论] 根据所绘制的移动图书馆用户体验地图,发现用户痛点和服务机会点,进而从服务流程、服务功能、服务环境3个层面提出具体优化策略,为移动图书馆用户体验与服务优化研究提供新的思路与方法。

关键词: 用户体验地图, 移动图书馆, 空间预约服务, 优化策略

Abstract: [Purpose/significance] By drawing the user experience map of mobile libraries, the internal relationship among mobile library service system, service situation and user experience is revealed effectively, which provides an important basis for the service optimization based on user experience.[Method/process] Based on the detailed description of the user experience map building process, this paper took the library space reservation service based on Wechat public official account as an example, visually showed the user's interactive behaviors, true thoughts and emotional changes in the whole service process by drawing the user experience map, accurately measured the user experience from a global perspective and revealed its influencing factors.[Result/conclusion] According to the drawing of the user experience map of mobile libraries, the user pain points and service opportunity points are found, and then the specific optimization strategies are proposed from the three aspects of service process, service function and service environment. It can provide new ideas and methods for the research of mobile library user experience and service optimization.

Key words: user experience map, mobile libraries, space reservation service, optimization strategy

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