- 學位論文
體驗式觀察法應用於產品概念發展研究—以視障者手機為例
An Application of Experiential Observation in Product concept Development－A Case of Cellular Phone for Visual Impaired Users
摘要
以“使用者體驗為中心，傾聽客戶聲音”的觀念近幾年來逐漸深入人心，被越來越多的企業所接受。手機產業面臨快速的發展，各種因應使用者需求的功能也依據不同的行銷策略而在市場中區分出使用者族群。然而，面對小眾市場如幼童、老人或是視障者的特殊族群而言，現有的手機產品是否能提供真正符合消費者的潛在需求而不是一味的將許多不需要功能加入手機的操作中，將是各手機開發設計人員將面臨的下一步挑戰。而本研究期望採用哈佛商學院教授Barton ﹙1997﹚所提出的移情設計（Empathic design）方法應用於產品創新程序中，於產品開發初期針對消費者真正的需求進行完整的觀察。觀察消費者對產品的服務及使用，而其方式與傳統的市場調查不同的是，透過設計人員親自處於消費者平常的環境中觀察。 本研究的架構可分為四個階段進行：（1）第一階段定點觀察：蒐集相關文獻內容運用回想及歸納分析後，提出研究問題的定義與內容並利用小組訪談探討設計師認知與使用者之間可能存在不同的需求；（2）第二階段參與式觀察：針對所發現的問題及觀察結果以活動理論分析法歸納建立出使用者行為及需求的研究模式；（3）協同相關的人員透過腦力激盪發展出可能解決問題的原型；（4）透過劇本法的應用以尋求於概念發展階段，去發掘出消費者未察覺的需求作為真正以使用者需求設計的研究成果，以達到使用者產生愉悅的體驗。 透過兩階段的觀察，分別針對視障者目前使用手機的需求度及操作以及日常生活行為進行觀察與活動理論解析並運用相關技術，以滿足潛在需求。本研究主要成果如下： 1. 第一階段訪談與觀察中歸納出有關視障者手機硬體型態上的潛在需求。 a. 避免可能的誤按及辨識—操作介面區隔設計及材質觸感辨識。 b. 操作手機時，大多以兩手型態表現—安全扣環的設計。 c. 資料的讀取及輸入—盲用點字用法搭配語音提示的模式。 2. 第二階段的參與式觀察中，透過活動理論解析及相關技術應用，找出潛在的需求及設計方向。 a. AGPS定位系統及聲波感應技術—輔助心智地圖的建立及危險預警。 b. Photo shopping與NFC應用—解決商品敘述及付款找零的動作的困擾。 c. QR code或OCR光學字元轉語音辨識應用—提供商品資訊及保存方式。 d. 語音輸入及藍芽技術應用—有效於攜帶及交換資訊。 e. 動能控制技術及傳感器應用—休閒娛樂及健康保健等相關議題。
並列摘要
The idea of “base on center of user experience and listening to customs’ voice” has gradually been rooted openly in recent years and acknowledged by more and more enterprises. The mobile phone industry faces fast development because of the need of the user's’ demands distinguishes various ethnicity groups in the market according to different marketing tactics. However, the mobile phone designers will come across another challenge, whether the existing mobile phone products can truly meet the target users’ demands, or just develop more fancy and meaningless functions to phones especially for small markets such as for children, elderly, and persons of special needs, particularly the visually impaired group. This research adopts the Empathic Design by Professor Barton in Harvard Business School, 1997, and is applied to product innovation procedures to meet consumer's real demands by observation of user behaviors during the initial design stage. The difference between this research and traditional methods of observation on user’s operation and product services is that designers personally observe users’ daily activities and document their behaviors. The framework of this research can be divided into four stages: (1) The first stage observes by fixed position: After collecting relevant literature contents and using and recalling and summing up and analyzing the data, there may be different demands while probing into the designer's cognition, and user to put forward definition and content of studying the problem and utilizing group interview；(2) The second stage, participating in type is observed: sum up and set up user's behavior and demand is the way of studying by theory and analytic approach the activity of problems found and observation result；(3) Agitating and developing the prototype that may solve the problem through mental work in coordination with relevant personnel；(4) Through the application of these scenarios to seek at the phase of concept development and explore the demand which consumers have not perceived the research results that are really designed with users’ requirements, while giving users’ an enjoyable experience. Through observation at two stages, use requirements, operation and daily life behavior of the mobile phone to observe, analyze and use relevant technology with the activity theory at present to the visual impaired users separately, in order to meet the potential needs. The main achievement of this research is as follows: 1. The first stage interview relates to sum up while observing and looks at the potential demand of the mobile phone hardware type attitude of persons who hinder. a. Prevent a possible mistake - operate interface district distinguish through the design and material sense of touch according to distinguish. b. While operating the mobile phones, mostly display with dual tactics type attitude - design of the safety buckle. c. The reading of the materials and input - blind collocate with the braille usage voice prompt. 2. In the participation type at second stage is observed, analyzing through the activity theory and relevant technical application, find out the potential demand and design direction. a. AGPS navigation system and acoustic wave sensor technology – development of auxiliary mind map and danger forewarning. b. Photo shopping and NFC employment - solve the issues of the goods description, pay the bill and make change. c. QR code or Optical character recognition (OCR) application - offer goods information and way to reserve. d. Voice control input and Bluetooth technical application - effective on carry and exchange message. e. Motion control technology and Sensors application - relevant topics of entertainment and health care.