基于HTA的网上售后服务操作流程设计优化研究

李文琴; 李静; 袁晓芳; 麻伶睿

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基于HTA的网上售后服务操作流程设计优化研究
李文琴,李静,袁晓芳,麻伶睿
西安科技大学，西安 710600

摘要:

目的为探究当前网上售后服务操作流程存在的问题，提升用户的操作体验。方法根据HTA模型的构建规则及网上售后服务操作流程特点，选取淘宝、天猫、京东和拼多多为代表进行层次任务分解并对比分析，梳理其操作流程并画出层次结构图，利用编程软件模拟真实售后服务操作场景进行绩效实验，同时获取被试者任务操作时间、任务操作完成率和操作错误次数等行为指标，并采用USE可用性量表及深度访谈。结果得出淘宝在操作时间、操作错误次数和可用性上均优于京东，操作界面是影响用户操作体验的重要因素。结论适当缩减重复性操作，能有效减少操作时间，提高操作效率、提高操作界面信息表述的准确性可以减少操作错误，降低界面显示信息的迷惑性，提升用户操作体验。

关键词: HTA层次任务分析售后服务 USE量表操作流程流程优化

DOI：10.19554/j.cnki.1001-3563.2022.12.017

分类号:TB472

基金项目:陕西省科学技术厅青年项目(2020JQ760);中国人类工效学学会—津发科技优秀青年学者联合研究基金(CES-Kingfar-2019-002)

Design and Optimization of Online After-sales Service Process Based on HTA

LI Wen-qin, LI Jing, YUAN Xiao-fang, MA Ling-rui

(Xi'an University of Science and Technology, Xi'an 710600, China)

Abstract:

This paper aims to explore the problems existing in the operation process of online after-sales service, and improve the operation experience of users. According to the construction rules of HTA model and the characteristics of online after-sales service operation process, such e-commerce platform as Taobao, Tmall, JD and Pinduoduo are selected as the representatives for hierarchical task decomposition and comparative analysis. The operation process is sorted out and the hierarchical structure chart is drawn. The performance experiment is conducted by simulating the real after-sales service operation scene by programming software, and the task operation time and task operation completion rate are obtained by the USE usability scale and in-depth interview.The results show that Taobao is better than JD in terms of operation time, operation error times and usability, and the operation interface is an important factor affecting the user's operation experience. the conclusion and optimization suggestions are as follows:appropriately reducing the repetitive operation can effectively reduce the operation time and improve the operation efficiency; improving the accuracy of the information expression of the operation interface can reduce the operation error, reduce the confusion of the information displayed on the interface, thereby improving the user's operation experience.

Key words: HTA hierarchical task analysis after-sales service USE scale operation process process optimization