社会化问答平台用户体验动态演变机理研究

Purpose/significance] This paper explored the dynamic evolution of user experience on social Q&A platform, identified the main elements and trends of user experience in different stages, and provided suggestions for platform construction and service optimization.[Method/process] Based on the Grounded Theory, the key words of Zhihu user experience were extracted to construct the evaluation system of Zhihu user experience. Experimental method had been used to obtain time series data to analyze the main factors affecting user experience in different stages. ARIMA model was used as well to predict the trend of three dimensions of user experience.[Result/conclusion] In the short term, in the first stage, usability had the greatest impact on user experience; in the middle two stages, affect had the greatest impact, followed by usability; in the fourth stage, user value had the greatest impact, and usability had the smallest impact. The prediction results showed that, with time passing by, except for the fluctuation of affect in the composition of user experience, usability and user value were declining. In the long run, improving the experience of users' affect couldn't be ignored to improve the overall user experience.