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研究生： 何孟珣
Ho, Meng-Xun
論文名稱： 應用峰終理論探討產品使用流程之情緒評估
Application of Peak-end rule in research of the users’ emotions in product use
指導教授： 陳璽任
Chen, Hsi-Jen
學位類別： 碩士
Master
系所名稱： 規劃與設計學院 - 工業設計學系
Department of Industrial Design
論文出版年： 2019
畢業學年度： 108
語文別： 英文
論文頁數： 91
中文關鍵詞： 峰終理論 、使用者體驗 、產品使用流程 、產品的愉悅性
外文關鍵詞： peak-end rule, user experience, product using process, pleasure with products
相關次數： 點閱：181  下載：20 
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    • 產品設計的趨勢受到消費型態的影響經歷了多次的轉變，從過去的生產導向、行銷導向至現在的使用者導向，產品需要滿足使用者的層面亦從易用性轉變成使用上的情感與體驗，為了理解人與產品互動所產生的體驗，設計界投入許多的研究於人與產品之間的互動以及其產出的體驗(Forlizzi & Battarbee, 2004) ，而一段良好的體驗與愉悅感更是密不可分(Kahneman, 1999)，因此本研究想探索有效的方法讓使用體驗得以被觀察與量測，進而提出提升產品滿意度之方法。
    峰終理論提出人們回想事件的好壞將受到情緒體驗中的峰值與終值所影響。本研究建立於此理論上，安排參與者實際操作3種不同產品，記錄使用者在使用產品時的情緒以及他們回憶的情況，建立其操作的情緒曲線圖並調查使用者回憶的滿意度，驗證其是否受到操作時情緒的峰、終值影響，並藉由情緒峰終值與回憶滿意度的相關性、迴歸分析與質性資料的探討，初步提出產品使用流程之情緒評估架構以及分析之洞見。
    研究目的主要分為2項：(1) 探究如何使用峰終理論評估產品在使用流程之情緒，藉由量化與質性之數據加以分析使用流程的情緒峰終值與回憶滿意度之關聯性。(2) 提出初步的產品使用流程之情緒評估架構以評估產品在使用流程的安排與產品滿意度之關聯性，使之能夠套用到不同產品進行流程優化。此研究結果可運用於未來在設計產品的依據，協助其針對使用流程進行改善，尤其是容易造成負面觀感的產品或需要建立長期習慣的產品，更加掌握使用者在使用產品流程中的情緒走向，建立產品所具有的情緒架構，讓未來產品藉由簡單的流程改善而快速提升產品給予使用者的愉悅性。

    Nowadays, products are supposed to meet the users’ needs, including their emotions and experience. Evoking positive emotions will be an important design goal. This study is based on the Jordan’s experiment (1998) which arranged that participants recalled the pleasures with product in the interviews. However, the more this study want to know is all the emotional changes in using a product and why users recall it pleasantly. This research applies the peak-end rule to assess the user’s emotions in a product use process. This study is expected to (1) explore how to use the peak-end rule to evaluate the user’ emotions in the product using process, and use quantitative and qualitative data to analyze the correlation between the peak-end value and the retrospective satisfaction of the product. (2) propose a preliminary emotion evaluation framework for the product using process to evaluate the correlation between the users’ emotions in the product using process and the retrospective satisfaction of the product, so that it can be applied to different products for evaluation. The results of this research can be used as a foundation for designing products in the future, especially for products that are likely to cause negative emotions or products that need to establish long-term habits. This research expects to know the user's emotional trend in the process of using the product, establish the emotional structure of the product, and improve the pleasure and satisfaction of the product through quick and easy improvements on the process arrangement.

    口試合格證明書 i 摘要 ii SUMMARY iii ACKNOWLEDGEMENTS iv TABLE OF CONTENTS v LIST OF TABLES viii LIST OF FIGURES x CHAPTER 1 INTRODUCTION 1 1.1 Research background and motivations 1 1.2 Research purpose 3 CHAPTER 2 LITERATURE REVIEW 5 2.1 User experience and pleasures in the product use 5 2.1.1 The definition of user experience 5 2.1.2 Pleasures in product use 6 2.2 The definition and application of the peak-end rule 9 2.2.1 The definition of the peak-end rule 9 2.2.2 Related literatures on peak-end rule 10 2.3 Emotion appraisal and satisfaction of the product 11 2.3.1 Emotions and emotion appraisal 11 2.3.2 Emotions in product use 13 2.3.3 Product satisfaction 15 2.4 Thinking aloud protocol 15 2.4.1 The definition of thinking aloud protocol 15 2.4.2 Concurrent think aloud and retrospective think aloud 16 CHAPTER 3 RESEARCH RETHODOLOGY 18 3.1 Phase 1: The pre-test experiment 19 3.1.1 The experimental design 19 3.1.2 Subject selecting 21 3.1.3 The results of the pre-test experiment 22 3.1.4 Discussion of the pre-test experiment 23 3.2 Phase 2: Refinement of experiment and experimental method 24 3.2.1 The selection of the target product 24 3.2.2 The process of the product use 24 3.2.3 The range of emotional scores 25 3.2.4 How to record the emotional scores 25 3.3 Phase 3: Selection of research target products 26 3.4 Phase 4: Formal experiments 28 3.4.1 Participants of the formal experiments 29 3.4.2 The process of the formal experiments 29 3.4.3 The research target products 30 3.4.4 The recording of emotions 31 3.5 Phase 5: Emotion analysis 32 3.5.1 The emotion appraisal and the structure of the emotion analysis 32 3.5.2 The emotion appraisal values 34 CHAPTER 4 RESULTS AND FINDINGS 36 4.1 Overall comparison of three products 36 4.1.1 Comparison of the average of three products 36 4.1.2 Correlation of evaluation values of the three products 41 4.2 Data analysis of the blender 42 4.2.1 The average of emotions in each step 42 4.2.2 The correlation of evaluation values 43 4.2.3 The regression analysis of emotions in each step 44 4.3 Data analysis of the sphygmomanometer 50 4.3.1 The average of emotions in each step 51 4.3.2 The correlation of evaluation values 51 4.3.3 The regression analysis of emotions in each step 52 4.4 Data analysis of the photocopier 59 4.4.1 The average of emotions in each step 59 4.4.2 The correlation of evaluation values 60 4.4.3 The regression analysis of emotions in each step 61 4.5 Exploration of other analysis 66 4.5.1 Differences between students from non-industrial design and industrial design 66 4.5.2 Discovery and Exploration of Qualitative Data 69 CHAPTER 5 Discussion and Conclusions 72 5.1 Conclusions 72 5.1.1 The preliminary emotion evaluation framework 72 5.1.2 Insights on applying peak-end rule to discuss users’ emotion in product use 74 5.1.3 Summary 77 5.2 Future studies and suggestions 78 5.2.1 Research limitations and discussions 78 5.2.2 Outlook on future research 79 REFERENCES 80 Appendix 1 Oral data of the Blender 84 Appendix 2 Oral data of the sphygmomanometer 88 Appendix 3 Oral data of the photocopier 91

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