[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.
Zhao Yang
,
Ban Jiaojiao
. Research on User Experience Map Construction and Service Optimization of Mobile Libraries[J]. Library and Information Service, 2021
, 65(24)
: 61
-70
.
DOI: 10.13266/j.issn.0252-3116.2021.24.007
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