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研究生: 張天樸
Chang, Ashley Tempo
論文名稱: 以使用者經驗探討語音使用者介面設計:應用於新型冠狀病毒肺炎防疫之語音助手應用程式為例
Exploring Designing Voice User Interface Based on User Experience - Taking Example of the Voice Assistant Application for COVID-19 Prevention
指導教授: 梁桂嘉
Liang, Kuei-Chia
口試委員: 黃啟梧
Huang, Chi-wu
鄧建國
Teng, Chien-Kuo
口試日期: 2021/07/08
學位類別: 碩士
Master
系所名稱: 設計學系
Department of Design
論文出版年: 2021
畢業學年度: 109
語文別: 中文
論文頁數: 167
中文關鍵詞: 語音使用者介面使用者經驗設計語音助手語音助手應用程式新型冠狀病毒肺炎語音設計語音產品設計
英文關鍵詞: voice user interface, user experience design, voice assistant, voice assistant application, voice app design, covid-19 prevention
研究方法: 次級資料分析調查研究個案研究法深度訪談法半結構式訪談法綠野仙蹤法脈絡分析法問卷調查法
DOI URL: http://doi.org/10.6345/NTNU202101012
論文種類: 學術論文
相關次數: 點閱:161下載:13
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  • 科技演進讓人類與機器間除了能透過觸控,還可以肢體、語音等方式與機器互動。語音使用者介面(voice user interface)是讓人類能夠透過對話和機器互動的橋樑。隨著語音技術進步,未來語音的操作將不再侷限執行單一任務,運用層面應能更多元,因此如何設計良好體驗的語音使用者介面及對話內容將是目前的挑戰。然而目前缺乏從使用者經驗設計師角度的語音使用者介面產品設計流程與相關研究。因此本研究將以使用者經驗為中心探討設計語音使用者介面的過程,最後整合案例分析與研究為設計流程模板,並實際運用該流程發展產品設計進行檢視。而本研究因語音能藉聲音傳達同理及其虛擬角色可以提供安慰與陪伴感、隨叫隨到的特性,選擇以應用於新冠肺炎防疫為例,透過語音互動陪伴居家隔離檢疫者度過隔離14天,讓防疫旅程變得更有溫度、正向。
    本研究拆分為研究與產品設計階段。研究階段旨在釐清研究背景與動機、文獻回顧與案例分析等。而設計階段將運用研究的語音使用者介面設計流程,完成產品設計並檢核流程。使用者經驗研究階段透過訪談了解居家隔離檢疫者的需求,抓住語音痛點並發想概念。使用者經驗設計階段時定義目標使用者,並以使用者旅程圖洞見與延伸為關鍵用例。透過用例情境及推測角色矩陣圖構想語音系統角色,並以人物誌呈現與以其角度撰寫示例對話,最後描繪為對話流程圖。使用者經驗測試階段進行兩次產品設計的評估,並針對回饋進行迭代,以此貼合需求。第一次測試藉綠野仙蹤法對語音對話流暢、用詞、認知負荷,以及語音對話代理人進行評估。其中語音對話代理人的設計表現最佳,然對話脈絡有待提升,並以此為依據調整,完成第二次測試用原型。第二次測試以評估語音使用者介面的易用性、滿意度為旨,最終在易用性得到 85.83 分,而易用性表現較佳的題向,多與學習使用介面有關,顯示目前的設計無學習瓶頸。在滿意度調查時了解到,與現有機制相比,虛擬語音助手「居米」也讓受試者更願意且放心的告知真實狀況。
    本研究提供語音使用者介面的設計流程建議,對於未來使用者經驗設計師能夠透過本研究流程進行開發帶來幫助與參考價值。

    With the advance of science and technology, humans and machines can not only interact by touch but also by gesture and voice. Voice user interface is a connector that allows humans to interact with machines by talking. Along with the progressing of voice technology, voice interaction will no longer be limited to performing a single task in the future, and it should grow at a broader application level. Therefore, how to design a voice user interface with a good user experience will be the challenge. However, it was a lack of the design process of voice user interface products that form in the perspective of user experience designers, and the related study is also lacking. Because of this, the study will base on the user experience to explore the design process of the voice user interface, and integrate case analysis into a set of design process templates, furthermore using the process to develop product design for inspection. While voice can convey empathy, its virtual character can provide comfort and companionship, and always being on call. In that case, this study chose to take the COVID-19 pandemic prevention as an example, by accompanying the home isolation quarantine person with the voice assistant app through the quarantine for 14 days, and make the quarantine journey more heartwarming and positive.
    This study is divided into the research and product design phases. The research phase aims to clarify the research background and motivation, problems, goals, literature review, and case analysis. The design phase will use the results of the research phase - the process of designing a voice user interface to complete the product design and verify the process at the same time. In the user experience research phase, this research uses interviews to understand the needs of the quarantine at home and grasp the voice pain points to develop concepts. In order to define the target user, this research uses the characters and the user journey map to gain insights and extends them as key use cases during the user experience design stage. The Voice Conversational Agent is conceived through use case scenarios and the Voice Conversational Agent Speculative Role Matrix. The sample dialogue will be written from the perspective of the voice conversational agent, and finally depicted as the voice user interface dialogue diagram. In the user experience testing phase, two product design evaluations are performed, and the feedback from the testing is used to iterate to meet users' requirements. The first test implements the Wizard of Oz test to evaluate the fluency, use of vocabulary, the cognitive load of voice sample dialogs, and the design of the voice conversational agent. Among them, "the design of voice conversational agent" performed best, but the dialogue context needs to be improved. Subsequently, based on the feedback from the first test, the prototype was adjusted to complete the prototype for the second test. The second test was designed to evaluate the effectiveness of the voice user interface and the satisfaction of the target users and finally scored 85.83 points on the system usability scale. The topics with better usability were mostly related to learning the voice interface, showing that the current design had no learning bottleneck. In the satisfaction survey, the study learned that compared with the existing service and product, the virtual voice assistant "Gemi" also allows the subjects to be more willing and more cautious to tell the real situation.
    The research provides suggestions on the design process of the voice user interface so that user experience designers can develop through the process of this research.

    致謝 i 摘要 ii ABSTRACT iii 目錄 v 圖目錄 ix 表目錄 xii 第一章 緒論 1 1.1 研究背景與動機 1 1.2 研究問題 4 1.3 研究目標 4 1.4 研究範圍與限制 5 1.5 研究架構 6 第二章 文獻探討 8 2.1 相關研究題目評述 8 2.2 人機互動 10 2.2.1 人機互動發展 10 2.2.2 人機互動之於使用者經驗 11 2.2.3 人機介面 11 2.3 語音使用者介面 14 2.3.1 語音使用者介面之使用者經驗設計與工具 16 2.3.2 語音使用者介面之使用者經驗設計原則 22 2.3.3 語音使用者介面之使用者經驗測試 24 2.3.4 語音助手 25 2.4 使用者經驗 28 2.4.1 使用者導向設計之於使用者經驗 29 2.4.2 使用者導向之設計原則 30 2.4.3 設計框架與流程之探討 31 第三章 研究方法 35 3.1 研究流程與方法 35 3.2 語音助手應用程式介紹 36 3.3 語音助手應用程式案例分析 39 3.3.1 新型冠狀肺炎防疫對話式使用者介面案例 40 3.3.2 其他方向之語音助理應用程式案例參考 44 3.3.3 案例分析小節 47 3.4 語音助手應用程式設計指南研究 48 3.4.1 Google Action 49 3.4.2 Amazon Alexa Skill 56 3.4.3 語音使用者介面設計流程模板(design process template) 60 第四章 產品設計與使用者經驗研究 70 4.1語音產品設計流程 70 4.2 語音產品設計方法 73 4.3 新型冠狀病毒肺炎需求探索與分析 75 4.4 使用者經驗研究 77 4.4.1 使用者經驗研究訪談規劃 78 4.4.2 使用者經驗研究訪談對象 80 4.4.3 訪談內容設計 82 4.5 使用者經驗研究結果 84 4.5.1 使用者經驗研究內容分析 84 4.5.2 語音助理使用經驗和相關回饋 87 4.5.3 需求調查與使用者經驗研究小節 88 第五章 使用者經驗設計 89 5.1 使用者經驗設計策略 89 5.1.1 目標族群歸納 89 5.1.2 使用者需求洞察分析與機會點 90 5.1.3 使用者經驗設計假設 95 5.2 產品發展概念 96 5.2.1 產品發展面向 96 5.2.2 產品關鍵用例 98 5.3 語音使用者介面設計 101 5.3.1 語音對話代理人設計 101 5.3.2 示例對話 105 5.3.3語音使用者介面對話流程圖 105 第六章 使用者經驗測試與設計迭代 108 6.1 第一次使用者經驗測試 108 6.1.1 測試目標與流程 108 6.1.2 測試內容設計 111 6.1.3 第一次使用者經驗測試結果 113 6.2 第一次產品設計迭代 117 6.2.1 測試回饋修改 117 6.2.2中保真原型設計 118 6.3 第二次使用者經驗測試 121 6.3.1 測試目標與流程 121 6.3.2 測試內容設計 123 6.3.3 第二次使用者經驗測試結果 125 6.4 第二次產品設計迭代 130 6.4.1 測試回饋修改 130 6.4.2 最終產品設計 130 第七章 結論與建議 132 7.1 研究結論 132 7.2 研究建議 135 7.2.1 語音相關產品設計建議 135 7.2.2後續研究建議 136 參考文獻 137 附錄一:使用者經驗研究訪談募集線上問卷 149 附錄二:Google Action 對話應用功能檢核表 154 附錄三:Alexa Skill語音設計檢核清單 155 附錄四:第一次使用者經驗測試受試者募集問卷 156 附錄五:第二次使用者經驗測試問卷 158 附錄六:語音使用者介面設計流程模板 160 附錄七:「防疫夥伴」中保真原型 161

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