线下购物手机支付安全体验研究

目的探究线下购物手机支付中影响付款者安全体验的因素,从而构建出线下购物手机支付安全体验的心理模型,为定量的用户安全体验研究打下理论研究基础。方法确定研究目标人群,运用服务设计思维和相关研究方法,调查和分析线下购物情境中典型用户的典型行为和安全体验,发掘线下购物手机支付流程中各接触点上影响用户安全体验的问题。使用启发式评估方法,对线下购物手机支付中所存在的安全体验问题进行提取、分析和归类。结果归纳出线下购物手机支付影响付款者安全体验的因素,并进一步将安全体验要素划分为信息、功能、服务和环境4类。结论最终建立了信息、功能、服务和环境4个体验要素类型,包含11种基本要素的线下购物手机支付安全体验模型,并基于此模型提出了服务优化设计策略。

Mobile Payment Security Experience in Offline Shopping

The work aims to explore the factors that affect the payer''s security experience of mobile payment in offline shopping, so as to build a psychological model for the security experience of mobile payment in offline shopping and lay a theoretical research foundation for quantitative user security experience research. With the research target population determined, the typical behaviors and security experiences of typical users in offline shopping were investigated and analyzed by means of service design thinking and related research methods. The problems affecting users'' security experiences at various contact points of mobile payment process in offline shopping were explored. Heuristic evaluation method was used to extract, analyze and classify the security experience problems of mobile payment in offline shopping. The factors that affected the payer''s security experience of mobile payment in offline shopping were summarized, and the security experience factors were further divided into four categories: information, function, service and environment. Finally, four types of experience elements including information, function, service and environment are established, and the security experience model for mobile payment in offline shopping containing 11 basic elements is established. Based on this model, the service optimization design strategy is proposed.