隨著智慧型行動裝置的快速發展,行動裝置因行動網路環境已邁向完善成熟,使用行動裝置應用程式,亦是現今使用者經常使用之功能。台鐵是通勤重要交通工具之一,使用者透過行動應用程式(Application,APP)訂票成為許多人的習慣,而官方應用程式通常代表重要的設計指標,但台鐵官方訂票行動應用程式的低使用率,顯示出可能的使用性問題,因此行動訂票系統的使用性議題會是重要的研究議題。 本研究以「台鐵e訂通」行動訂票系統為例,以Nielsen的五項使用性指標為評估構面:學習性、錯誤率、效率性、記憶性、滿意度,對「台鐵e訂通」進行使用性評估。研究方法包括觀察法、眼動追蹤實驗法、問卷法以及訪談法。實驗以使用手機操作訂票相關任務,接下來並以眼動儀觀看訂票介面執行任務,最後透過問卷調查與訪談,以獲得量化與質化數據,做為資料分析。 研究結果可提出以下結論,對於圖示與按鈕之設計應讓使用者容易理解;當有功能設定的改變時,應讓使用者感到明顯變更或是給予回饋畫面;訂票資訊應考量符合使用者易閱讀之方式。為台鐵e訂通各項使用性狀況提出修改與建議,提供未來相關設計者及研究者參考。
With the thriving development of mobile devices and the well-constructed internet network, mobile applications much enhance the efficiency and convenience or people’s daily life. Since Taiwan Railways is one of the main public transportation for commuters and passengers, using e-ticketing apps has become their regular behaviors. Generally speaking, an official application represents the primary and well-developed index. However, low use-frequency of TRA E-Ticketing possibly reveals some usability problems. Hence, e-ticketing apps usability is the essential issues to be explored. The aim of the research is to evaluate the usability of "TRA E-Ticketing" as a case study. Based on Nielsen’s usability theory, learnability, errors, efficiency, memorability, and satisfaction are the evaluation frameworks. The research methods comprise observation, eye-tracing experiment, questionnaire and interview. Voluntarily recruited participants are invited to use TRA E-Ticketing and to complete a series of tasks including search, booking, cancelling, etc. Their usage and eye movement data are simultaneously recorded. In addition, participants’ satisfactions are measured and explored by the questionnaire and after-interview. Acquired data are analyzed quantitatively and qualitatively. The result yields that icons and buttons could make users to easily understand. Apparent and instant feedbacks would assist users to recognize the sequencing and complex function transformation on TRA E-Ticketing app system. Ticket information should be arranged following users’ read behaviors on the mobile screen. The conclusion and usability design suggestions of TRA E-Ticketing are proposed as the reference for the designers and researchers.