User Experience Research And Design Of User Assistance Platform For Electronic Payment Websites

In recent years, with the maturing website technology and the rapid development ofE-commerce, the electronic payment is becoming more and more popular. People useelectronic payment websites more frequently than before. User assistance platform playsan important role in electronic payment websites’struggle to express their service quality.This dissertation takes electronic payment websites’ user assistance platform asresearch object. On the foundation of combination of theoretical and empirical research, itsupplies design solutions for user assistance platform of payment websites by usingresearch methods of user experience. This project has a strong practical significance for itcomes from actual needs of electronic payment enterprises.The first chapter, which is the introduction, illustrates the main background, themeanings of research and the innovative points of this dissertation. Faced with theincreasing requirements of electronic payment sites from consumers, those relatedenterprises have to, besides expanding their product service, pay attention to theconvenience and safety of their on-line payment operations. Therefore, it is of great valuefor the site operation and the enterprise image to improve user experience in userassistance platform.The second chapter is literature review which gives an overview about the main thoughts and results of the user experience and describes the collective developmentprocess of them in field of web design. Through literature review of electronic payment,this chapter carries out research foreshadowing for following content by arranging theconception of electronic payment, different categories of electronic payment websites,describing consumers of electronic payment websites and discussing on the userexperience of user assistance platform.The third chapter applies user research for assistance platform. It analyzes userassistance platforms of main electronic payment websites in market and constructscorresponding user experience model. Using interview and questionnaire survey, thischapter does both qualitative and quantitative research on user experience of assistanceplatform. Requirements and behaviors of consumers are collected to conclude userexperience elements as the precondition to the design solution.The fourth chapter tries to carry out the design solution for user assistance platform.Unionpay Online Payment gets tremendous development in the third party paymentplatforms. This chapter takes its user assistance platform as design content. This platformsupplies FAQs for the consumers of Unionpay Online Payment. With its help, theconsumers could solve the operation problems by themselves and get better understandingof payment products as well as content of various services. Combined with theconclusions of user research above, designing thinking can be determined, bringing outthe research of the sections such as the design of framework, interaction, interface, visualplanning of user assistance platform.The fifth chapter consists of summary and outlook. It sums up the main content ofthis dissertation, illustrates its limitation and extends its future research prospects.This dissertation summarized user experience factors of user assistance platform’suser experience for electronic payment websites. By applying them into design process,targeted design solution was proposed and user experience in user assistance platform was correspondingly improved. This project could bring positive value for user experienceresearch of electronic payment websites. Futhermore, the application value of this projectcould be fulfilled once the designing plan is applied in actual websites.