設計發包接案平台的使用者介面與服務流程優化

Abstract

個人設計接案的優勢是工作時間、地點皆自由，是許多人嚮往的工作型態，隨著零工經濟的來臨，許多人在正職工作外進行接案以增加收入與經驗，然而設計接案不僅需要設計專業，還需要專案管理、業務接洽、溝通效率等能力，甚至在簽約以保障權利時，還會牽涉法律問題，對於專職接案工作者是份內要務，但對於另有正職的設計師或是在校設計系學生來說，這些能力提高了接案的門檻，更可能會影響接案的順利程度，若發包方與接案方之間出現摩擦與爭執，將造成雙方的不愉快與損失。\n\n本研究透過案例分析國內外9個較知名的發包接案平台，了解其提供的服務流程與特色、使用量與成交量、媒合方式、案件管理、評價機制、收費制度等，以及發包方與接案方的使用流程，同時進行文獻探討服務設計、使用者經驗、介面設計、設計專案管理等相關領域，妥善應用於設計當中。\n\n依信任程度、資訊易得性以及溝通體驗三大構面，尋找9位有發包或接案經驗作為受訪者，針對接案方與發包方進行使用者需求研究，利用深度訪談發現需求與痛點，將訪談結果進行摘句的收斂，列出使用者的價值觀與痛點並製作成問卷內容，於網路發放問卷以了解使用者在這些痛點的數量與分佈，定義真正需要發包接案平台的目標使用者。\n\n將質化的訪談結果與量化的問卷結果進行需求分析，本研究收斂後提出7項設計要點，以提升信任程度、資訊易得性以及溝通體驗，發想一個優化的服務流程，提供發包方與接案方從媒合到結案完整過程的服務平台，並以服務藍圖視覺化呈現，轉化為網站地圖以建立資訊架構。以手機App作為載體，規劃任務流，依據任務流繪製成線框圖，安排介面的元件與頁面間的組織，並設計測試情境所需的文字，接著參考現今介面設計風格潮流，加入視覺元素以美化介面設計。\n\n為了解7項設計要點的使用者滿意度、介面易用性以及優化先後順序，參照任務流設計評估腳本，尋找5位受試者進行一次設計原型的測試評估，測試過程使用放聲思考法，於測後進行小規模的訪談與完成測後問卷。\n\n總結，本研究結果為：（1）透過使用者需求研究發現發包與接案的過程中，在與對方建立信任、發包或接案產業相關資訊的了解、以及雙方溝通的體驗上，皆有遇到一些問題與困難，然而在案例分析中得知國內現有發包與接案平台皆無法協助解決。（2）建立一個貼近使用者需求的服務流程，以手機App作為載體，並設計出一個符合現今風格潮流的介面。（3）將本研究手機App之設計原型進行測試與評估後，發現受試者普遍對於7項設計要點的滿意程度呈現正向態度，能提升信任程度、資訊易得性以及溝通體驗，且功能與介面易用性達到標準。

The advantage of being a design freelancer is the flexibility of deciding when and where to work. This type of work attracts many people. With the rapid growth of gig economy, many people intake freelance jobs while having a full-time job to increase their income and experience. However, case design jobs require not only design professions, but other abilities such as project management, business contact, and communication efficiency are also important. Furthermore, while signing a contract to make sure his or her rights are protected, it is essential that he or she is able to deal with legal issues. The required abilities can be easy for full-time design freelancers, who make use of these abilities everyday. However, for full-time designers and design students, the abilities increase the threshold of intaking freelance jobs and may even contribute to an unsmooth working process. If conflicts and disputes appear between the contractor and the freelancer, it may lead to unpleasantness and loss for both sides.\n\nThis study analyzed 9 well-known freelancer platforms at home and abroad through case studies to understand their service process and features, usage and trading volume, mediation methods, case management, evaluation mechanism, charging system, etc., as well as the user flow of the contractors and freelancers. Simultaneously, a literature review is conducted based on service design, user experience, interface design, design project management and other related fields, which can be properly applied in the design of this study.\n\nBased on 3 aspects from the survey, including trust level, information accessibility and communication experience, a user research on contractors and freelancers was performed with 9 participants who have experiences with project contracting and intaking. User needs and pain points were analyzed from the in-depth interview, and a questionnaire was designed according to the interview results. The questionnaire was further distributed on the Internet to find out the number and distribution of the users based on these pain points. According to these results, the real target users who are in need of the freelance platform were defined.\n\nAfter analysing the result of qualitative interview and quantitative questionnaire, 7 design points were proposed to improve the trust level, information accessibility and communication experience. The study aims to design an optimized service flow that provides the contractors and freelancers a platform with a complete service from mediatinging to ending a case. The concept was visualized by the service blueprint and was transformed into a site map to establish an information architecture. The mobile application is seen as a carrier for the concept. The design process includes planning the task flow, drawing wireframes according to the task flow, arranging the interface components, pages, and texts. Finally, the visual elements of the interfaces were added in accordance with the trend of the current interface design.\n\nIn order to understand user satisfaction, interface usability and optimization sequence of the seven design points, a user test of the design prototype was performed with 5 participants. The think out loud method was adopted during the process, while a short interview and a post-test-questionnaire were conducted afterwards.\n\nTo sum up, the results of this study are as follows:\n （1）Through the user need research, it was observed that contractors and freelancers have problems with establishing mutual trust, understanding the related information and experiencing the communication between each other during the process of contracting and intaking. However, in the case studies, the problems can not yet be solved by the existing freelance platforms.（2）Design a service flow that meets the user’s need. Consider mobile application as a carrier and design an interface that catch up with the current trend.（3）After evaluating the design prototype of the mobile phone application in this study, it was found that the participants were generally satisfied with the 7 design points, which can enhance the degree of trust, information accessibility and communication experience. In addition, the usability of its function and interface have met the standard.