消除数字鸿沟:航空公司零售网站信息无障碍现状评估与优化策略  

Closing the Digital Divide:Assessment and Optimization Strategy of Information Accessibility Status of Airline Retail Website

作　　者：王中华 蔡立维 李雄清 宋欣卉 胡苒奕 贾秋燕 WANG Zhonghua;CAI Liwei;LI Xiongqing;SONG Xinhui;HU Ranyi;JIA Qiuyan(TravelSky Technology Limited,Beijing 101300,China;Civil Aviation Digital Retail Innovation Engineering Technology Research Center,Beijing 101300,China;TravelSky Technology Limited Chongqing Branch,Chongqing 401122,China;Shenyang Civil Aviation Northeast Cares Co.,Ltd.Beijing Branch,Beijing 101300,China)

机构地区：[1]中国民航信息网络股份有限公司,北京101300 [2]民航数字化零售创新工程技术研究中心,北京101300 [3]中国民航信息网络股份有限公司重庆分公司,重庆401122 [4]沈阳民航东北凯亚有限公司北京分公司,北京101300

出　　处：《民航学报》2024年第5期20-23,10,共5页Journal of Civil Aviation

摘　　要：本研究深入探讨了航空公司零售网站在无障碍及适老化方面的现有状况,并基于对17家航空公司的调查分析,揭示了民航业在信息无障碍及适老化建设方面的需求与挑战。研究采用系统化问卷调查方法,结合用户画像、标准化模型,以及国内外相关标准,全面评估了航空公司网站的无障碍及适老化实施情况。调查结果表明,尽管航空公司普遍重视无障碍及适老化建设,但实际服务中存在显著不足,用户满意度较低,净推荐值为负。本研究强调航空公司需加强需求洞察,采用情感化设计、多模态交互、感官代偿等多种设计方法解决无障碍及适老化设计难题,并构建全面的无障碍及适老化环境建设标准和评估体系,以推动民航业的包容性发展。Based on a survey of 17 airlines,this study explores the current status of airline retail websites in terms of accessibility and aging-friendly design,and reveals the needs and challenges of the civil aviation industry in terms of information accessibility and age-friendly construction.Using a systematic questionnaire survey method,combined with user portraits,standardized models and relevant domestic and foreign standards,the study comprehensively evaluates the accessibility and age-friendly implementation of airline websites.The survey results show that although airlines generally attach importance to barrier-free and age-friendly construction,there are significant deficiencies in actual services,the user satisfaction is low,and the net promoter score is negative.This study highlights the need for airlines to strengthen demand insight,adopt multiple design methods such as emotional design,multi-modal interaction and sensory compensation to solve the problems in barrier-free and age-friendly design,and build a comprehensive barrier-free and age-friendly environment construction standard and evaluation system in order to promote inclusive development of the civil aviation industry.

关 键 词：航空公司 信息无障碍 适老化 特殊旅客 

分 类 号：U8[交通运输工程]