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題名 設計發包接案平台的使用者介面與服務流程優化
Toward an Optimized User Interface and Service Flow for the Freelance Design Projects Matching Platform作者 蘇郁庭
Su, Yu-Ting貢獻者 陳聖智<br>廖峻鋒
Chen, Sheng-Chih<br>Liao, Chun-Feng
蘇郁庭
Su, Yu-Ting關鍵詞 設計發包接案平台
使用者經驗
服務設計
介面設計
設計專案管理
Design freelance platform
User experience
Service design
Interface design
Design project management日期 2019 上傳時間 5-Sep-2019 17:27:46 (UTC+8) 摘要 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。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。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。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。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。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.This 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.Based 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.After 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.In 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.To sum up, the results of this study are as follows: （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.參考文獻 中文文獻1. 中華專案管理協會。專案管理Q & A。2019年2月取自http://www.npma.org.tw/%E4%B8%AD%E8%8F%AF%E5%B0%88%E6%A1%88%E7%AE%A1%E7%90%86%E5%AD%B8%E6%9C%83-FAQ.htm2. 李來春、曹筱玥、陳圳卿（2018）。互動設計概論Interaction Design。全華。3. 宋同正（2014）。服務設計的本質內涵和流程工具。設計學報（Journal of Design），19（2）序。4. 何華國（2012）。人際溝通。台灣五南圖書出版股份有限公司。5. 洪英正、錢玉芬譯（2003）。Devito, J. A.著。人際溝通Interpersonal communication book. 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國立政治大學
數位內容碩士學位學程
106462003資料來源 http://thesis.lib.nccu.edu.tw/record/#G1064620031 資料類型 thesis dc.contributor.advisor 陳聖智<br>廖峻鋒 zh_TW dc.contributor.advisor Chen, Sheng-Chih<br>Liao, Chun-Feng en_US dc.contributor.author (Authors) 蘇郁庭 zh_TW dc.contributor.author (Authors) Su, Yu-Ting en_US dc.creator (作者) 蘇郁庭 zh_TW dc.creator (作者) Su, Yu-Ting en_US dc.date (日期) 2019 en_US dc.date.accessioned 5-Sep-2019 17:27:46 (UTC+8) - dc.date.available 5-Sep-2019 17:27:46 (UTC+8) - dc.date.issued (上傳時間) 5-Sep-2019 17:27:46 (UTC+8) - dc.identifier (Other Identifiers) G1064620031 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/125910 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 數位內容碩士學位學程 zh_TW dc.description (描述) 106462003 zh_TW dc.description.abstract (摘要) 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。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。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。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。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。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。 zh_TW dc.description.abstract (摘要) 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.This 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.Based 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.After 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.In 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.To sum up, the results of this study are as follows: （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. en_US dc.description.tableofcontents 摘要 iAbstract ii謝誌 iv目錄 v圖目錄 ix表目錄 xv第一章、緒論 1第一節、研究背景 1第二節、研究問題 2第三節、研究目的 3第四節、研究架構 4第二章、文獻探討與案例分析 5第一節、服務設計 5一、服務設計的定義 5二、服務設計流程 6三、小結 7第二節、使用者經驗 9一、使用者經驗的定義與原則 9二、互動設計的定義與原則 13三、介面設計的定義與原則 15四、小結 18第三節、設計專案管理 18一、專案管理 18二、設計專案管理 21三、專案管理產品案例分析 22四、小結 26第四節、 信任、資訊與溝通 27一、信任 27二、資訊 28三、溝通 30第五節、發包接案平台案例分析 31一、104外包網 32二、1111外包網 36三、518外包網 39四、99job 44五、鐘點大師｜Freelancer加速器 47六、PRO360達人網 52七、99designs 58八、Guru 64九、Upwork 68十、發包接案平台案例分析總結 73第三章、研究方法與分析 79第一節、研究架構 79一、第一階段：使用者需求研究 79二、第二階段：服務流程與介面設計 79三、第三階段：測試與評估 79第二節、使用者需求研究方法 80一、深度訪談 80二、問卷調查 81第三節、深度訪談設計與結果 81一、訪談大綱與構面 81二、訪談大綱順序 82三、受訪者條件 83四、訪談結果與問卷內容之建構 83第四節、問卷設計與結果 83一、問卷發放族群 84二、問卷發放管道 84三、問卷內容 84四、問卷結果與整理 84第五節、定義目標使用者 86第六節、需求分析 90第四章、服務流程與介面設計 93第一節、服務流程與介面設計方法 93一、服務藍圖（Service Blueprints） 93二、網站地圖（Site map） 94三、任務流（Task flow） 94四、線框圖（Wireframe） 95五、圖形使用者介面設計（Graphic User Interface design, GUI design） 95第二節、服務流程與介面設計歷程 96一、設計特點與細節 96二、發包接案平台服務藍圖 102三、發包接案平台網站地圖 107四、測試用設計原型任務流 109五、線框圖 115六、圖形使用者介面設計 116第五章、測試與評估 156第一節、測試與評估方法 156一、使用性測試（Usability Testing） 156二、放聲思考法（Thinking Aloud Method） 156三、SUS量表（the System Usability Scale） 156四、狩野分析（Kano Model） 158第二節、使用性測試與評估內容 160一、測試評估大綱與構面 160二、受試者條件 161三、測試設備 162四、設計原型 162五、測試環境 162第三節、測試與評估結果 163一、受試者對於設計要點之滿意程度與想法 163二、設計原型易用性與改善方向 172三、設計要點狩野分析 196第六章、結論與未來展望 198第一節、結論與貢獻 198第二節、研究限制 200第三節、後續研究建議 200第四節、未來展望 201參考文獻 203中文文獻 203英文文獻 204附錄 210附錄 1、教育統計查詢網—106學年大專校院科系所數—依藝術學門查詢 210附錄 2、教育統計查詢網—大專校院學科標準分類查詢系統（第5次修正）—依藝術學門查詢 211附錄 3、教育統計查詢網—106學年大專校院在學學生數—依藝術學門查詢 212附錄 4、教育統計查詢網—97學年大專校院科系所數—依藝術學門查詢 213附錄 5、教育統計查詢網—97學年大專校院在學學生數—依藝術學門查詢 214附錄 6、訪談大綱：有發包過設計案件經驗者 215附錄 7、訪談大綱：有接過設計案件經驗者 216附錄 8、訪談說明與同意書 217附錄 9、摘句與問卷使用之收斂句 218附錄 10、問卷調查內容 230附錄 11、問卷結果 237附錄 12、摘句以及其對應之價值觀、痛點描述 252附錄 13 、受測說明與同意書 273附錄 14、評估腳本A：針對發包方設計 274附錄 15、評估腳本B：針對接案方設計 277附錄 16、測後問卷 280附錄 17、研究概覽圖 284本論文作者之中英文簡歷 287 zh_TW dc.format.extent 26292084 bytes - dc.format.mimetype application/pdf - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G1064620031 en_US dc.subject (關鍵詞) 設計發包接案平台 zh_TW dc.subject (關鍵詞) 使用者經驗 zh_TW dc.subject (關鍵詞) 服務設計 zh_TW dc.subject (關鍵詞) 介面設計 zh_TW dc.subject (關鍵詞) 設計專案管理 zh_TW dc.subject (關鍵詞) Design freelance platform en_US dc.subject (關鍵詞) User experience en_US dc.subject (關鍵詞) Service design en_US dc.subject (關鍵詞) Interface design en_US dc.subject (關鍵詞) Design project management en_US dc.title (題名) 設計發包接案平台的使用者介面與服務流程優化 zh_TW dc.title (題名) Toward an Optimized User Interface and Service Flow for the Freelance Design Projects Matching Platform en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) 中文文獻1. 中華專案管理協會。專案管理Q & A。2019年2月取自http://www.npma.org.tw/%E4%B8%AD%E8%8F%AF%E5%B0%88%E6%A1%88%E7%AE%A1%E7%90%86%E5%AD%B8%E6%9C%83-FAQ.htm2. 李來春、曹筱玥、陳圳卿（2018）。互動設計概論Interaction Design。全華。3. 宋同正（2014）。服務設計的本質內涵和流程工具。設計學報（Journal of Design），19（2）序。4. 何華國（2012）。人際溝通。台灣五南圖書出版股份有限公司。5. 洪英正、錢玉芬譯（2003）。Devito, J. 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