【作者】 张宁；

【导师】 刘正捷；

【作者基本信息】 大连海事大学 ， 计算机应用技术， 2013， 博士

【摘要】 以自助服务终端为代表的公共信息设备所提供的各项便民服务日益增多,其用户群体愈发广泛,但其界面设计主要面向熟悉科技产品使用的主流用户群体,对不熟悉科技产品使用的用户群体的交互体验问题缺乏研究。此外,由于公共信息设备处于公共环境之中,用户在使用的过程中容易受到环境的影响而造成注意力的相对分散,增加认知负荷。大众用户认知能力的多样性问题和特殊的公共使用环境对公共信息设备界面的可用性提出了挑战。与传统用户界面相比,公共信息设备用户界面的研究在交互技术和设计开发上都尚未形成比较成熟和系统的理论体系和设计方法。当前主要的相关研究工作多以传统的设计方法对其界面进行设计开发,以主流用户群体为设计目标；少数针对非主流用户群体的交互体验研究主要依赖后期的用户测试和可用性评估来改进设计方案,增加了额外的开发成本。因此,如何降低用户在交互过程中的认知负荷,建立解决大众用户认知能力多样性问题的公共信息设备界面交互设计方法是一个值得研究的课题。降低用户在使用过程中的认知负荷主要有两种途径,一是简化界面交互流程,二是提供易于大众用户理解的界面信息。作者从这两种途径着手,将分布式认知理论的资源模型应用在公共信息设备界面的交互设计过程中,提出一种面向公共信息设备的界面交互模型,在界面交互模型的基础上建立面向自助服务终端的界面交互设计方法,帮助设计人员做出合理的界面信息分配决策,在设计过程中简化界面交互流程,将认知资源分流给系统,并提供合理的供给帮助用户理解界面信息,这种设计方法旨在降低公共信息设备的设计开发成本,帮助界面设计人员在设计过程中最大程度上降低用户的认知负荷,改善非主流用户群体的交互体验,使具有不同认知能力的用户群体都有可以完成基本的交互任务,满足大众用户认知能力的多样性需求。作者对公共信息设备用户界面的交互理论模型、设计方法和评估方法进行了研究。从用户认知多样性的角度,基于对用户调查数据的实证统计分析,得出影响公共信息设备用户认知的主要维度,建立公共信息设备用户认知影响因素模型,为后续设计和评估工作的开展打下基础。从交互设计理论的角度,以分布式认知理论的资源模型为依据,提出了面向公共信息设备的界面交互模型信息结构和交互策略,作为建立公共信息设备界面交互设计方法的理论依据。从设计开发的角度,基于所提出的界面交互模型建立了以降低用户认知负荷为目的的公共信息设备界面交互设计方法,并结合设计开发实例说明方法的具体应用。从可用性评估的角度,提出了基于用户认知负荷的公共信息设备界Ⅲ评估方法,通过打音测试和对比实验验证了公共信息设备界而交互设计方法的有效性和可行性。实验结果表明,设计人员使用面向公共信息设备的界面交互设计方法开发的实验原型系统可以显著提高用户的操作绩效和满意度,降低用户在使用过程中的认知负荷,改善非主流用户群体的用户体验。面向公共信息设备的界面交互模型、设计方法和评估方法可以帮助界面设计和研究人员开展相关的公共信息设备界面设计和研究工作,促进各类公共信息设备在自助服务领域的推广更多还原

【Abstract】 Public information devices (PID) like self-service terminals are providing more and more services in people’s daily life. PID users are diversified. However, the interface design of PID is mainly focused on mainstream users familiar with Hi-Tech products, lack of research on the interaction experience of users unfamiliar with technology products. Moreover, the public context of PID can cause the distractions for users’ intention, and increase user’s cognitive load during interactions. PID users’ diversified cognitive skills and public context become the main challenge for PID interface design. Comparing with traditional user interfaces, PID user interface research is still lack of relatively mature and systematic theories and methodologies both in interactive technology development and in design work. Current related studies mainly apply traditional design methods into PID interface design, with mainstream users as design target. Few interaction experience studies focuses on non-mainstream users mainly rely on user testing and usability evaluations in the latter stage of the design projects, which increase extra design cost. Therefore, how to reduce users’ cognitive load and build appropriate PID interface design method catering for users’ diversified cognitive skills is a research question needed special attention.There are two ways to reduce users’ cognitive load during interactions. One is the simplify interface interaction flows, the other is to provide interface information can be easily understood by majority users. With the above mentioned two ways as the starting point, the author applies the resources model based on distributed cognition theory into the interaction design process of PID, and proposes a PID interface interaction design model. With this model as the foundation, the PID interface design method is put forward to help designers make reasonable design decisions for interface information allocations, simplify interface interaction flows during design process, allocating cognitive resources to systems, and provide appropriate affordances for PID users to understand interface information. The proposed PID interface design method aims at reducing PID interface design cost for designers, helping designers minimize users’ cognitive load during design process, and enha- ncing non-mainstream users’interaction experience, so that users with different cognitive skills can complete basic interaction tasks on PIDs, and PID users’diversified requirements related to cognitive skills can be met.The author studies PID user interface on interaction design theories, design methodologies, and evaluation methodologies. From the perspective of PID users’diversified cognitive skills, the author conducts a PID user study to extract the main factors influencing PID users’cognitions, and builds a PID users’ cognition influential factors model to support the design and evaluation work of the research. From the perspective of interaction design theories, with the resources modei of distributed cognition as the basis, the author proposes a PID interface interaction model, the information structure and interaction strategies of the model are used to guide the construction of the PID interface interaction design method. From the perspective of design work, the author proposes a PID interface interaction design method based on PID interface interaction model, and describes the specific applications of the proposed method through design examples. From the perspective of usability evaluation, the author proposes a PID interface evaluation method based on users’cognitive load, and carries out tapping test and comparison test to validate the effectiveness and feasibility of the proposed PID interface interaction design method. Tests results show that testing prototype designed by the proposed PID interface interaction design method can significantly enhance users’interaction performance and satisfaction, reduce users’ cognitive load during interaction process, and enhance non-mainstream users’ experience. The proposed PID interface interaction model, design and evaluation method can help PID interface designers and researchers carry out relevant PID interface design and research work, and promote the extension of various PIDs in self-service industry.更多还原