Elements Framework Of User Experience Of Self-service Kiosks Based On Servicescapes

In the new retail era,the number of offline digital media has surged,especially self-service kiosks(SSK)for public spaces which improve efficiency of life and experience of life for the public,and meet people’s needs for work,life,entertainment,leisure,etc.,such as self-service checkout machines,self-service coffee machines,interactive screens,robots and other intelligent terminals.Compared with the online digital interface experience,since the SSK itself integrates the intersection of digital interface and hardware products,and faces the complexity of offline service execution,for the user experience of the SSK,which experience elements are the key points ? This paper finds that neither the research in the field of design nor the field of service management has been able to find some specific and enhanceable user experience elements from the perspective of overall experience to help improve the experience design and experience management of SSK.With the help of the Servicescape theory,this paper believes that the user experience of SSK can be regarded as the self-service user experience based on SSK from the perspective of service.Further combining the theory of Servicescape and the comparative analysis of the experience of Internet-based self-service and home/personal smart terminals,the framework and characteristics of SSK user experience are extracted.With the help of,a SSK user experience element framework(EKSscape)with 15 experience elements including three levels of environmental interaction interface experience,terminal interaction interface experience and human interaction interface experience was further extracted.At the same time,in order to further analyze the relative weight relationship of each user experience element to assist the SSK user experience design and management,based on the proposed self-service terminal user experience element framework,this paper uses the Analytic Hierarchy Process(AHP)to analyze the elements of the entire framework.Carry out weight analysis,and finally obtain the self-service terminal user experience factor weight table and experience factor pyramid,and further use quantitative data and qualitative induction to show the relative importance of the factors affecting the end user experience in self-service,in order to improve the design Availability in practice.