朱玉婷
國立臺北教育大學 課程與教學傳播科技研究所
Email：cht262@gmail.com
趙貞怡
國立臺北教育大學課程與教學傳播科技研究所
Email：jenyichao@gmail.com
Abstract
Due to the popularization of smart mobile devices and the rapid development of network technology, telecom operators are closely associated with mobile phones. They promote “Customer Service App” one after one. This research aims to investigate the problems of interface and propose telecom operators through usability testing in order to enhance customer self-service rate and degree of adhesion.
This research used performance measurement method, questionnaire and interview methods. Ten users participated and tested the telecom operator “customer service App ” for the interface usability by Nielsen’s definition of usability: learnability、efficiency、memorability、errors and satisfaction. The results of this study showed that telecommunications customers were mostly satisfied the user interface of the service of mobile applications; the error rate of operation was about ten percent and the interface design could meet the users’ operating habits. In addition, users made a number of recommendations for the telecom operator future
development as a reference.
Keywords :Application, Human-Computer Interface, Usability