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題名：網站設計團隊與網路使用者心智模式之探討
作者：胡惠君
作者(外文)：Hui-Jiun Hu
校院名稱：雲林科技大學
系所名稱：設計學研究所博士班
指導教授：嚴貞
學位類別：博士
出版日期：2011
主題關鍵詞：網站建置；心智模式；心智圖；混合分析方式；交互式質性研究方法；Interactive Qualitative Analysis (IQA)；Mixed method；Mindmap；Mental model；Website construction
原始連結：連回原系統網址new window
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二十一世紀的今日，網路已成為人類生活的一部分，並且網路上的使用者擁有更大的主控權與選擇權，也唯有符合使用者需求的設計，才會吸引更多使用者的青睞。然而，使用者的心智模式不同於設計者的心智模式。設計者會遵循自己心中的概念模式設計系統影像，而使用者會根據先前的經驗與自己的心智模式來使用系統。所以會造成使用者使用網站系統影像時，容易產生誤判或無法解讀介面設計所要傳遞的訊息和意義。因此，如何開發一個好用的人機介面，已成為重要的課題。
本研究目的是在檢視網路使用者網站介面感到挫折的主要因素、網站設計團隊與使用者的心智模式，並分析比較兩群人的心智導向、共同點與差異點，以作為未來網站設計上的參考建議。本研究採用混合分析方式，結合質化與量化研究之優點，進行資料收集與分析。
研究結果的主要發現：
(1)使用者感覺與系統錯誤是最容易讓使用者感到挫敗的因素。
(2)網站設計團隊認為建置一個好的網站應具備團隊精神的共識、正確的商業決策、周詳的網站企劃、整合內部的網站內容和工程技術與外觀的視覺設計、好的維運管理機制。
(3)網站建置時視覺設計(VD)、網站企劃(WP)、技術支援(TS)、專案管理(PM)，具有相互影響的重要性。
(4)網路使用者認為一個好的網站應具備速度與效能、好的網站內容與管理、實用的使用者互動功能、良好的使用者互動介面、避免負觀感的網路廣告。
(5)網站設計團隊是團隊精神導向(TS-orientated)和商業決策導向(BD-orientated)；網路使用者為速度效能導向(SE-orientated)和網路廣告負觀感(negative perception-WA)。
(6)網站企劃(WP)、維運管理(OM)、技術支援(TS)、視覺設計(VD)是兩群人共同的心智模式。
(7)網站設計團隊與網路使用者心智模式上的差異：(a)商業決策(BD)、專案管理(PM)、企業主溝通(EC)、自我實現(SA)、團隊素質(TP)是屬於網站設計領域上，設計團隊專有的領域知識與特質。(b)使用者需求(UR)、使用者協助(UP)，只存在網路使用者的心智模式中，且UR在網站使用者的心智模式上扮演了重要影響因素。
(8)資深的網站設計團隊其心智模式比較一致；網站使用者其心智模式呈現出多元多變的特性。
(9)好的網站必須同時兼顧使用性與使用者經驗。
As the Internet becomes integrating into human life in 21st century and Internet users have owned more domination and options, only the design fitting their demands can attract more users. However, user''s model differs from design model. The designer follows the conceptualization in one''s own mind to design system image. The user uses this system according to previous experiences and one''s mental model. Therefor, user is prone to judge incorrectly or be unable to interpret the message that the website system image intends to transmit. How to design an excellent Human-Computer Interaction (HCI) has become an important issue.
The purpose of the study tries to find Internet users'' operating websites system images and feel the frustration of the major factors. Furthermore, the research tries to find the mental models of website design team and Internet users. And it also compares mental orientation, similarities and differences between two groups. In this study, we demonstrate a methodology for extracting and analyzing mental models by mixed method which is based on the desire to combine the complementary strengths of qualitative and quantitative research.
The major findings of the study are:
(1)Users'' feelings and system errors are the most likely factors that allow users to feel frustrated.
(2)Website design team that constructing a good website should have team spirit of consensus, the right business decision, detailed comprehensive web planning, integration of website content, engineering technology and visual design, good maintenance and operation management.
(3)Visual Design (VD), Web Planning (WP), Technology Support (TS) and Project Management (PM) influence each other.
(4)Internet users think that a good website should have the speed and efficiency, good website content and management, useful user interaction functions, good user interactive interface and avoid the negative perception of web advertisement.
(5)Website design team is team spirit orientated (TS-orientated) and business decision orientated (BD-orientated). Internet users are speed & efficiency orientated (SE-orientated) and negative perception of web advertisement (negative perception-WA).
(6)Website design team and Internet users have common mental models on Web Planning (WP), Operations Management (OM), Technology Support (TS) and Visual Design (VD).
(7)There are differences between website design team and Internet users: (a) Business Decision (BD), Project Management (PM), Team Performance (TP), Self-Actualization (SA) and Enterpriser Communication (EC) are proprietary domain knowledge and characteristics in the field of website design. (b) User Requirement (UR) and User Help (UH) are only in the Internet users'' model. And UR is an important affinity to keep in Internet users.
(8)Website design team''s mental model highly accords with each other. Internet users'' mental model usually varies.
(9)A good website must also take account of usability and user experience.
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