基于用户认知能力的自助服务终端界面交互设计方法

大众用户认知能力的多样性问题一直是自助服务终端界面交互设计领域的一大挑战。基于分布式认知理论对自助服务终端界面交互活动进行分析和建模, 确定人机交互过程中交互活动和信息呈现之间的关系, 并在此基础上提出基于用户认知能力的自助服务终端界面交互设计方法。采用这种方法, 设计人员首先要进行用户调研, 识别出需要照顾的用户群体, 然后进行认知能力分析, 建立用户认知负荷模型, 接下来描述用户的交互行为, 确定基本的交互框架, 再运用通用可用性设计方法建立交互设计矩阵, 提出交互设计方案。以酒店自助服务终端为实例, 采用该方法制定设计方案, 通过与传统方法形成的设计方案进行对比, 验证所提设计方法的有效性。这种交互设计方法能够帮助设计人员开发易于大众用户理解和使用的自助服务终端界面, 降低用户的认知负荷, 更好地满足自助服务终端用户的认知多样性需求。

Self-service terminal interface design method based on users' cognitive skills

The diversity of users' cognitive levels has been the main challenge of self-service terminals' (SST) interaction design. This paper analyzed and modeled SST interface interactions based on distributed cognition theory to visualize the relationship between interaction activity and information presentation, and proposed SST interface design method for users with diversified cognitive skills. The method required designers to do user study first to identify user groups which needed special considerations in design process, and to describe users' interaction tasks in order to set up interaction frameworks, then listed interaction design matrix according to universal design method, and finally proposed interaction design project. With hotel self-service kiosk interface interaction design as an example, this paper compared the design with current system interface to validate the effectiveness of the proposed method. The proposed method aims at helping designers develop more understandable and operable SST interface for different users by reducing cognitive load, and meeting the diversified cognitive needs of SST users.