在设计成功商业用途的移动互联网服务中探索用户体验的因素外文翻译资料

在设计成功商业用途的移动互联网服务中探索用户体验的因素

原文作者 Vauml;auml;nauml;nen-Vainio-Mattila Virpi Oksman Virpi Oksman

摘要：在过去的十年里，移动互联网服务已经先后开发了消费领域以及娱乐领域的功能。最近，移动业务也开始进军不同类型公司的商业环境.例如，办公，物流，建筑业务，以及卫生保健等行业。然而，用户体验（UX）与这些服务则取决于其是否满足工作者在商业环境中的需求、任务以及进度。移动服务用户体验是受多种相互联系因素所影响的，其中包括终端的设计、服务交互、以及技术对于作为企业经营一部分的商用通信网中的兼容性的影响。研究使用范围十分复杂，同时为了确保在长期的、目标明确的使用中能够获得成功它需要被进行分析然后建立模型。本研究旨在建立一套影响在商业环境中移动互联网服务用户体验的模型。基于所述因素的影响，可开发用于设计成功的移动服务的方法。

关键词：移动互联网商务服务；用户体验；可用性，设计方法。

1. 前言

如音乐、游戏、短信服务等面向消费者的移动服务已经开发并投入到市场之中，为他们的用户提供了娱乐、自我展示、社区经验。最近，移动互联网业务的发展为不同领域收益的企业引进了巨大的可能性。例如，医疗保健、建筑业以及客运的流动性是工作的重要组成部分。如果移动服务可以成功地用于支持这项工作，带来的好处将是巨大的。

在移动商务业务的用户体验是受几个因素所影响的，如服务本身的设计、用户对于服务的接受程度、服务提供的功能和内容、以及可用性和终端的人机工程学的设计的影响。此外，在效率和效力中的影响来研究移动设备的使用受技术特点（即装置的功能和可携带性）和任务特性（即结构和频率）的影响。

在商业环境中，所有的因素都需要支持该服务想要支持的工作过程。例如，在出租车预订业务这项移动业务中，在预定系统的设计过程中需要涉及到调度员，出租车司机和服务提供商。同样地，在为家庭护理工作者设计移动业务中，涉及不同的利益相关者——护士、家属以及城市当局——将会有需要调整的量即在一定程度上重叠，在一定程度上甚至是矛盾的（如：隐私）。我们还认为理解移动工作中不同的环境，由于移动性可以是空间的、暂时的、上下文的，成功的移动商务服务设计便是得到确保的。

为了支持成功的移动业务的发展，企业对找到合适的设计及评估影响服务成功的因素的方法产生了浓厚的兴趣。为了这个目的，影响可用性的因素——有效性、效率以及满意程度——是必要的。重点有可能是在有效性上，即如何使工作流程变得“快”，但用户还可以享受愉快的用户体验。此外，不同业务发展的生命周期需要使用的设计方法。这项研究旨在于确立由开发者、研究人员、最终用户角度建立的基本框架。

2. 移动商务服务的用户体验因素

如示于图1的工作使用（移动）业务服务可用性的因素，可以研究在三个相关层次：

1.个人的任务和工作流程

2.组织职能和业务流程

3.业务网络层面。

从个体的（终端用户）的观点来看，用户体验与信息服务意味着更简单的业务流程、令人使用愉快的应用、以及更令人满意的工作。从组织的角度来看，良好的用户体验有助于改善组织的效率以及盈利能力：服务必须易于部署，支持工作任务和适应公司的或商业网络活动（即提供了实实在在的利益）。问题也关于影响商务环境中最基本的工作安全。在商务环境下的以用户为中心的信息系统设计不同于在商务环境下以消费者服务为背景。该方法是更广泛，包括整个商业网络不同行为者的要求。而且，应该强调价值网络的重要性。

现有的以用户为中心的设计和评估方法大多集中在用户体验和软件系统的可用性，被定义明确的用户群使用。采取全商业网络的方面考虑是成功的基本要素是不存在的。当考虑用户体验因素去设计和评估移动互联网服务的成功因素时，应注意观察以下几个方面的影响：

-一小部分不同的移动互联网服务，例如内容、服务、手机的用户界面：功能、导航、网络以及在这些用户接受服务的总的效果；

-组织的接受程度和效率，以及它们如何影响个人的满意程度去运转以及迈向更好的服务；

-不同的成功因素和预期的商业效益为了用户和组织都在运转的商业网络。

在用户体验设计方法由许多层图和观点组成，因此要求所涉及的因素包括广泛的图表。基于所定义的因子，合适的设计方法可以得到发展。

3.设计方法成功的移动商务服务

移动业务的发展包括几个阶段，其中，应该考虑到使用性的因素。在前期实施阶段，重点应放在设定目标的用户体验和业务流程改进。上下文分析是设计的一个重要组成部分，包括用户和组织的要求。

在设计和实施阶段，用户体验因素的模型应该有助于针对早期服务的标杆管理，可能非移动版本，或者对竞争对手的服务产品标杆服务。因子可以用作用于设计准则的基础，或用于试探法来评价所述服务原型。

在不同的阶段，可用和成功服务的设计，也许可以支持，例如，用于建立业务模型和工作流程的工具（例如，估计服务的潜在利益），清单（例如，以确保重要问题已经考虑到在开发过程中），或问卷（例如，以测量不同的设计成功服务的用户群体，从而获得用户体验的服务的反馈）

在我们的研究中，我们探讨的要求和发展的工具，用于评估移动商务服务的成功。

外文文献出处：http://research.nokia.com/events/miux.htm

附外文文献原文

Exploring the User Experience Factors in Designing Successful Mobile Internet Services for Business Use

Kaisa Vauml;auml;nauml;nen-Vainio-Mattila

Tampere University of Technology,

Institute of Human-Centered

Technology

Korkeakoulunkatu 6, Tampere, 33720

Finland

kaisa.vaananen-vainio-mattila@tut.fi

Virpi Oksman

VTT

VTT Technical Research Centre of

Finland

Sinitaival 6

Tampere, 33101 Finland

virpi.oksman@vtt.fi

Teija Vainio

Tampere University of Technology,

Institute of Human-Centered

Technology

Korkeakoulunkatu 6, Tampere, 33720

Finland

teija.vainio@tut.fi

ABSTRACT

In the past decade, mobile internet services have been developed for consumer and entertainment usage. More recently, mobile services are starting to enter business contexts in different types of companies in, for example, office work, logistics, construction business, and health care. However, the user experience (UX)with these services depends on their suitability to the workers needs, tasks and processes in the business contexts. Mobile service UX is affected by a multitude of intertwined factors including terminal design, service interaction, and compatibility of the technologies used in the companies operating as part of a business network. The context of use is quite complex, and it needs to be analysed and modelled to ensure the success of the services in long-term, goal-oriented usage. This research aims at establishing a model of comprehensive set of factors that affect the UX of mobile services in business contexts. Based on the factors, methods for designing successful mobile services can be developed.

Categories and Subject Descriptors

H5 Information interfaces and presentation (e.g., HCI): User interfaces – theory and methods, Evaluation/methodology; H4 Information systems applications: miscellaneous

Keywords

Mobile internet business services, user experience, usability, design methods.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee.

MobileHCIrsquo;07, September 11th, 2007, Singapore.

1. INTRODUCTION

Mobile consumer services such as music, gaming and messaging services have been developed and launched into markets to provide fun, self expression and community experience to their users. More recently, the development of mobile internet services has introduced great potential for benefiting businesses in different fields [1]. For example, health care, construction business, and passenger transport are fields where mobility is a crucial part of the work. If mobile ser

剩余内容已隐藏，支付完成后下载完整资料

Exploring the User Experience Factors in Designing Successful Mobile Internet Services for Business Use

Kaisa Vauml;auml;nauml;nen-Vainio-Mattila

Tampere University of Technology,

Institute of Human-Centered

Technology

Korkeakoulunkatu 6, Tampere, 33720

Finland

kaisa.vaananen-vainio-mattila@tut.fi

Virpi Oksman

VTT

VTT Technical Research Centre of

Finland

Sinitaival 6

Tampere, 33101 Finland

virpi.oksman@vtt.fi

Teija Vainio

Tampere University of Technology,

Institute of Human-Centered

Technology

Korkeakoulunkatu 6, Tampere, 33720

Finland

teija.vainio@tut.fi

ABSTRACT

In the past decade, mobile internet services have been developed for consumer and entertainment usage. More recently, mobile services are starting to enter business contexts in different types of companies in, for example, office work, logistics, construction business, and health care. However, the user experience (UX)with these services depends on their suitability to the workers needs, tasks and processes in the business contexts. Mobile service UX is affected by a multitude of intertwined factors including terminal design, service interaction, and compatibility of the technologies used in the companies operating as part of a business network. The context of use is quite complex, and it needs to be analysed and modelled to ensure the success of the services in long-term, goal-oriented usage. This research aims at establishing a model of comprehensive set of factors that affect the UX of mobile services in business contexts. Based on the factors, methods for designing successful mobile services can be developed.

Categories and Subject Descriptors

H5 Information interfaces and presentation (e.g., HCI): User interfaces – theory and methods, Evaluation/methodology; H4 Information systems applications: miscellaneous

Keywords

Mobile internet business services, user experience, usability, design methods.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee.

MobileHCIrsquo;07, September 11th, 2007, Singapore.

1. INTRODUCTION

Mobile consumer services such as music, gaming and messaging services have been developed and launched into markets to provide fun, self expression and community experience to their users. More recently, the development of mobile internet services has introduced great potential for benefiting businesses in different fields [1]. For example, health care, construction business, and passenger transport are fields where mobility is a crucial part of the work. If mobile services can be successfully used to support this work, the benefits will be large.

The UX of mobile business services is affected by several factors, such as the design of the service itself, the userrsquo;s acceptance of the service, the functionality and content the service delivers, as well as the usability and ergonomics of the terminal. In addition, the impacts into efficiency and effectiveness can be studied through mobile usage that is influenced by technology characteristics (i.e., functionality and portability of the device)and task characteristics (i.e. structure and frequency) [3].

In business context, all of the factors need to support the work process which the service is intended to support. For example, in a mobile service for taxi booking, dispatchers, taxi drivers and service providers need to be involved in a design process of the booking system. Similarly, in designing a mobile service for homecare workers, different stakeholders involved – nurses, family members and city authorities – will have requirements that are partly overlapping, partly even contradictory (e.g. privacy). We also believe that understanding the different contexts of mobile work [10], the design of successful mobile business services can be ensured since the mobility can be spatial, temporal and contextual, see e.g.[5].

To support the development of successful mobile services, companies have a growing interest in finding suitable methods for designing and evaluating the factors that affect the success of services. To this end, a thorough understanding of the factors that affect usability – effectiveness, efficiency and satisfaction [4] – is needed. The emphasis may be on effectiveness, i.e. how “fast” the work flow can become, but users will also appreciate pleasant user experience. Furthermore, applicable design methods are needed in different phases of the service development lifecycle. This research aims at establishing a basic framework of these issues from developersrsquo;, researchersrsquo; and end usersrsquo; perspectives.

2. FACTORS OF USER EXPERIENCE OF MOBILE BUSINESS SERVICES

As illustrated in Figure 1, usability factors of (mobile) business services for work usage can be studied at three related levels:

1. Individualrsquo;s tasks and work processes

2. Organisational functions and business proce

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