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随着交互设计和电子信息技术的发展,自助服务在国内外得到迅速发展。在调研国内外现有及同类自助产品时发现,用户在使用时常因为操作失误而产生抵触情绪,造成产品使用率降低。以机场自助行李托运系统为例,结合其工作流程,搭建实验模拟平台进行测试,并结合人因可靠性理论分析人在操作界面时产生失误的原因,依据行李托运任务中主要的12个事件,以人的认知可靠性HCR模型计算出操作响应失误概率最大的事件及其相应界面,并分析出引起操作失误的原因,为自助服务与界面设计提供科学依据及建议。
With the development of interactive design and electronic information technology, self service has been rapidly developed at home and abroad. In the survey of existing and similar self-service products at home and abroad found that users often use the use of operational errors resulting conflict, resulting in lower product usage. Taking the airport self-service baggage consignment system as an example, combining with its workflow and setting up an experimental simulation platform for testing, combining with the human reliability theory, this paper analyzes the reasons why people make mistakes in the operation interface. According to the 12 major events in the baggage check mission, Based on the HCR model of human cognition reliability, the events with the highest probability of operational errors and their corresponding interfaces are calculated, and the causes of operational errors are analyzed to provide scientific basis and suggestions for self-service and interface design.