Evaluating and improving a self-help technical support Web site: Use of focus group interviews
Evaluating and improving a self-help technical support Web site: Use of focus group interviews
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DOI：
10.1207/s15327590ijhc2103_4
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发表时间：
2006-01-01
影响因子：
4.7
通讯作者：
Allebach, Jan
中科院分区：
文献类型：
--
作者：
Choe, Pilsung;Kim, Chulwoo;Allebach, Jan
在网站开发中了解用户需求是至关重要的。作为自助技术支持网站的一种用户需求分析方法，焦点小组访谈在界面设计之前和使用一段时间后都是一种非常有效的方法。这篇文章展示了如何利用焦点小组访谈来开发用于打印质量故障排除的自助技术支持网站。它还显示了焦点小组访谈如何提高了网站的效率和效力。此外，本文还对确定的关键可用性问题进行了分类，并展示了来自焦点小组访谈的反馈如何反映在网站开发中。最后，实验结果表明，焦点小组访谈的使用显著提高了用户的绩效和偏好。
It is critical to understand user requirements in Web site development. As a method of user requirements analysis for a self-help technical support Web site, focus group interviews can be a very efficient and effective approach both before the interface has been designed and after it has been in use for some time. This article shows how focus group interviews were used to develop a self-help technical support Web site for print quality troubleshooting. It also shows how focus group interviews led to improvements in the efficiency and effectiveness of the Web site. In addition, the article classifies the critical usability issues identified and shows how the feedback from focus group interviews is reflected in the Web site development. Finally, experimental results demonstrate that the use of focus group interviews significantly improved user performance and preference.