基于AHP-模糊综合评价法的在线健康社区用户体验满意度研究——以丁香医生为例

Research on User Experience Satisfaction of Online Health Community Based on AHP-Fuzzy Comprehensive Evaluation Method—A Case Study of Dingxiang Doctor

随着现今在线健康社区的蓬勃发展,研究用户体验满意度,以助于提高社区服务质量和优化用户需求。以丁香医生为例,采用网络文本分析法和德尔菲法构建用户体验满意度评价指标体系,并运用层次分析法和模糊综合评价法计算各指标的权重、得出相关结论。结果:丁香医生用户体验满意度处于一般满意。其中,资源内容满意度最高,在内容全面上具有一定优势;交互设计接近较满意,尤其是关联平台丰富,社区使用流畅和信息检索方式多样;功能服务、界面设计与感知设计满意度分值均低于满意度综合得分,说明还存在一些问题。结论:丁香医生社区用户总体满意度位于一般满意。准则层中,资源内容的满意度最高,其次是交互设计,而感知设计满意度最低,还有很大进步空间;指标层中,用户对资源内容全面较满意,对健康信息科普、界面简洁美观、界面内容布局合理和颜色搭配合理评价偏低。

With the vigorous development of online health community, the research on user experience satisfaction is helpful to improve the quality of community service and optimize user needs. Taking doctor clove as an example, the evaluation index system of user experience satisfaction is constructed by using network text analysis method and Delphi method, and the weight of each index is calculated by using analytic hierarchy process and fuzzy comprehensive evaluation method to draw relevant conclusions. Results: the user experience satisfaction of doctor lilac was in general satisfaction. Among them, the content satisfaction of resources is the highest, and it has certain advantages in the overall content;the interaction design is close and satisfactory, especially the rich related platforms, the smooth use of the community and the diversity of information retrieval methods;the satisfaction scores of functional services, interface design and perceptual design are lower than the comprehensive score of satisfaction, indicating that there are still some problems. Conclusion: the overall satisfaction of users in doctor clove community lies in general satisfaction. In the criteria layer, the satisfaction of resource content is the highest, followed by interaction design, while the satisfaction of perceptual design is the lowest, and there is still much room for progress;in the index layer, users are relatively satisfied with the overall content of resources, and have a low evaluation on health information popularization, simple and beautiful interface, reasonable layout of interface content and reasonable color matching.