基于Kano模型的铁路12306 APP信息呈现研究

Research on Information Presentation of the Railway 12306 APP Based on Kano Model

本文旨在研究用户对铁路12306 APP界面信息的需求与用户体验之间的关系,从而优化界面信息设计,提高用户满意度。本文首先将用户关注的信息呈现分为6大类:广告图片信息呈现、小图标图片、重要文字信息呈现、界面信息呈现、数字密码登录,周围景区信息呈现。进而根据铁路12306 APP的用户使用体验,借助Kano模型,制作调查问卷,通过网络调查方式获取有效问卷66份。问卷分析结果表明,较小的广告图片呈现,界面中重要文字加粗设计,界面中有抢票日期提醒可以提升用户的满意度,给用户带来更好的用户体验。

This paper aims to study the relationship between users’ information need of the railway 12306 APP interface and user experience to optimize the interface information design and improve user satisfaction. Firstly, the information that users care about was divided into 6 categories: advertising picture information presentation, small icon pictures, important text information presentation, in-terface information presentation, digital password login, and surrounding scenic area information presentation. Further, considering user experience of the railway 12306 APP, this paper designs a questionnaire based on Kano model. 66 valid questionnaires were obtained through the network survey. The results of questionnaire analysis show that small advertising picture presentation, bold design of important words in the interface and reminder of the date of ticket purchase in the inter-face can improve user satisfaction and bring better user experience to users.