12306客票产品用户体验度量模型研究  

User experience measurement model of 12306 ticket product

作　　者：何娟 丁顺英 张维伦 冯菲 HE Juan;DING Shunying;ZHANG Weilun;FENG Fei(Institute of Computing Technologies,China Academy of Railway Sciences Corporation Limited,Beijing 100081,China)

机构地区：[1]中国铁道科学研究院集团有限公司电子计算技术研究所,北京100081

出　　处：《铁路计算机应用》2024年第8期78-82,共5页Railway Computer Application

基　　金：中国国家铁路集团有限公司重大课题(K2023S007)。

摘　　要：为进一步提升中国铁路12306互联网售票系统(简称:12306)客票产品的用户体验,参考相关用户体验度量通用模型,基于12306客票产品业务特点,从度量维度、度量指标、度量方法、度量报告等4个方面,构建12306客票产品用户体验度量模型,并提出用户体验度量工作体系和实践流程。初步试用结果证明,文中提出的用户体验度量模型可为提升12306客票产品的用户体验提供理论支持。In order to further improve the user experience of the China railway 12306 Internet ticketing and reservation system(12306 for short)ticket products,this paper refereed to the relevant general model of user experience measurement,and based on the business characteristics of 12306 ticket products,constructed the user experience measurement model of 12306 ticket products from four aspects:measurement dimensions,measurement indicators,measurement methods,and measurement reports,and proposed the user experience measurement work system and practice process.The preliminary trial results prove that the user experience measurement model proposed in the article can provide theoretical support for improving the user experience of 12306 ticket products.

关 键 词：12306互联网售票系统 用户体验 体验度量 客票产品 体系建设 

分 类 号：U293.221[交通运输工程—交通运输规划与管理] TP39[交通运输工程—道路与铁道工程]