| 刘林,李婷玉,刘醒骅.场景可视化在VTM系统体验设计中的应用[J].包装工程,2017,38(22):120-124. |
| 场景可视化在VTM系统体验设计中的应用 |
| Application of Scenario Visualization in the Experience Design of VTM System |
| 投稿时间：2017-07-25 修订日期：2017-11-20 |
| DOI： |
| 中文关键词: 场景可视化 VTM体验设计 用户历程图 |
| 英文关键词: scenario visualization experience design of VTM customer journey mapping |
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| 中文摘要: |
| 目的 为了把满足“用户真正需求”的用户体验切实可行地落实到产品操作以及服务流程中去，寻求银行环境、VTM（可视柜台）机器、用户体验之间的关系，以此总结出VTM系统体验设计的原则。方法 通过实地考察和角色扮演结合场景可视化技术，处理生成在同一新型银行网点下不同用户需求的历程图。结论 场景可视化能够充分反映用户的真实需求，并且能够将网点用户活动与网点环境相结合，从而提出更加适宜的VTM用户体验设计原则，最终为用户打造一个优化、高效、互联、整合、友善、安全的VTM系统，为用户提供更为友好的业务办理体验。 |
| 英文摘要: |
| In order to practically implement user experience meeting "real need of users" to production operation and service process and search for the relationship among the bank environment, VTM machine and user experience, it generalizes the principle for experience design of VTM system. It generates customer journey mapping with different demand in the same new bank branch by on-the-spot investigation and the combination between role play and scenario visualization technology. Scenario visualization can fully reflect real demands of customers, and combine the customers' activities in bank branches and the environment of bank branches. Thus, it can generate more appropriate principle for VTM customers experience design, and finally construct an optimal and efficient, inter-connect, integrative, friendly and safe VTM system, which can provide a friendly business process experience. |
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