移动支付用户体验模型实证研究

AN EMPIRICAL STUDY OF MOBILE PAYMENT USER EXPERIENCE MODELS

在移动支付用户体验过程中添加时间维度,构建移动支付用户体验模型,提出移动支付产品的用户体验策略。以用户行为为研究线索,多种定性研究方法相结合,采用哲学抽象的方法构建移动支付用户体验模型。使用验证性因子分析对模型的收敛性、稳定性进行实证检验。支付预期,支付行为,情感依赖是移动支付用户体验的三个要素。通过采用验证性因子分析对模型的信度,效度,模型的拟合度,收敛效度等进行检验,证明了模型的稳固性和有效性。移动支付用户体验模型为面向消费者的移动支付产品用户体验设计提供新的视角和研究方法。

This study adds the temporal factor to the mobile payment user experience process,constructs a mobile payment user experience model and proposes a user experience strategy for mobile payment products. It uses a combination of qualitative methods such as in-depth interviews,participatory design,focus groups,DRM,literature research and finally a philosophical abstraction approach to construct a mobile payment user experience model using user behavior as a research cue. The model was empirically tested for convergence and stability using Confirmatory factor analysis. Payment expectations,payment behavior and emotional dependence are the three elements of the mobile payment user experience. Payment expectations are driven by the public role of payment needs and social influences and are the manifestation of users’ external and internal needs. Payment behavior is an important part of payments and an important touchpoint for behavior to occur. Emotional dependence includes both the long-lasting influence that creates user stickiness and the immediate pleasure of product use. This study uses validation factor analysis to test the reliability,validity,model fit and convergent validity of the model to demonstrate its robustness and validity. The mobile payment user experience model provides a new perspective and research method for the design of consumer-oriented user experience of mobile payment products.