基于认知机理的购物聊天机器人体验设计研究

RESEARCH ON EXPERIENCE DESIGN OF SHOPPING CHATBOT BASED ON COGNITIVE MECHANISM

在认知心理学相关理论基础上,探究与总结以用户认知需求为导向下所表现出的具体设计原则及策略。通过分析用户的感觉特征与知觉特征、用户的注意特征、用户的记忆与学习特征、用户的思维特征以及用户的非确定性决策特征,提出了用户对购物聊天机器人感知阶段的视觉体验需求、认知阶段的交互体验需求、反应阶段的功能体验需求以及决策阶段的情感体验需求。最后根据用户的各类需求总结出相对应的购物聊天机器人体验设计策略。文章所提出的设计策略有助于提高购物聊天机器人的可用性与易用性。

Based on the relevant theories of cognitive psychology,it explores and summarizes the specific design principles and strategies shown under the guidance of users’ cognitive needs.By analyzing the user’s sensory characteristics and perception characteristics,the user’s attention characteristics,the user’s memory and learning characteristics,the user’s thinking characteristics,and the user’s non-deterministic decision-making characteristics,the user’s visual experience requirements and recognition in the perception phase of the shopping chatbot are proposed.The interactive experience requirements of the knowledge stage,the functional experience requirements of the reaction stage,and the emotional experience requirements of the decision-making stage.Finally,according to the various needs of users,the corresponding shopping chatbot experience design strategy is summarized.The design strategy proposed in this paper is helpful to improve the usability and ease of use of shopping chatbot.