The Interface Design and Usability Evaluation of the Insurance Proposal System

[[abstract]]根據資料指出2009年台灣的保險密度(每人平均保費支出)為2 757 6美元，全球排名18。總保費收入為63 774百萬美元，全球排名第13名，亞洲排名第5。由此可顯示台灣為一重度保險國家，而在保險產業競爭激烈的台灣中，保險建議書系統對保險業務員有極其重要的地位。保險業務員透過建議書系統為顧客規畫適合的保單。但分析保險產業後發現，建議書系統存在著彼此不相容之問題；如此導致保險業務員必須操作多種建議書系統。而調查文獻後發現未有文獻是以建議書作為研究主題；亦未有針對建議書提出介面評估與改進。為此，本研究將建構一保險建議書系統，並對其進行使用性評估。 本研究分成兩階段：雛形階段與正式系統階段。在雛形階段，我們根據需求與功能分析後發展建議書系統雛形；透過問卷法對其雛形調查使用者偏好與建議。在正式系統階段中，首先依據雛形階段之結果開發正式系統。接著對系統進行使用性評估，並分析其結果並提出建議以供未來持續發展系統。在兩個階段中分別有22位與12位受測者參與實驗。雛形系統共有12頁面，其頁面滿意度落在3 05~3 86間，整體平均滿意度為3 46，標準差為1 16。在瀏覽公告頁面之「所顯示資料是否符合需求」得分低於3分；這可能是因為未將公告依發佈公司與類別進行分類所導致。除了該項目外，其餘項目得分皆高於3分。可以推斷或受測者對雛形系統之介面雖不是十分滿意，但還可接受。 而正式系統階段的數據顯示，平均錯誤率與尋求幫助次數分別為3 03%與兩次，平均完成時間則為831秒；這些客觀數據未來可與改善後的系統再進行比較，進而評估效率與效能是否有改善。使用者互動滿意度問卷(Questionnaire for User Interaction Satisfaction QUIS)每一構面平均滿意度落於5 23~5 92之間，平均為5 69，標準差為1 09；以李科特5等量表換算後為4 06，較雛形系統平均滿意度高出0 6。而SUS平均分數為74分。顯示參與者對於本系統有正面的評價，而本系統之系統使用性尺度量表(System Usability Scale SUS)得分高於Bangor 等人所提出之72分等級，因此顯示本系統對使用者來說為良好(Good)的系統。此外，此分數亦可與改善後的系統再進行比較，改善後的系統是否得分會高於原始系統，與兩系統的分數是否顯著差異。[[abstract]]In Taiwan insurance density (the average of insurance expenditure per capita) is US$2 757 6; premium income is 63 774 million dollar Taiwan was placed 13th on the list of Global Ranking of Top 20 Premium Income in 2009 In addition Taiwan was also global NO 18 in Insurance Density in 2009 The above shows Taiwan is a country many people buy insurance Insurance proposal system has an importance place for salesmen in Taiwan Insurance salesmen plan suitable policies for customers through the proposal system However every proposal system is incompatible with each other Furthermore there is no research topic of related papers focus on insurance proposal system Therefore this research constructs an insurance proposal system and evaluates its usability This research consists of two phases: prototype phase and formal system phase In prototype phase we developed prototype based on requirements determination and functional analysis Then we analyze users’ preferences and suggestions for prototypes through questionnaires In formal system phase we developed proposal system according to result of prototype phase firstly Secondly system was investigated through usability evaluation methods Finally researcher analyzed results from usability evaluation to propose conclusion and suggestion Twenty-two and twelve subjects participated in the two experiments respectively The prototype consists of twelve web pages Its satisfaction is between 3 05 and 3 86 overall satisfaction is 3 46 and standard deviation is 1 16 The satisfaction of item “the display data fields meet my demands” in browsing announcement page is under 3 It shows that users don’t agree to which the display data fields in the page meet their demands The types of announcement are indefinite maybe causes the satisfaction of browsing announcements is lowest Besides the item others are all over 3 It can be deduced that users may satisfy with the prototype The data of formal system phase shows that the error rate and help-seeking times of each participant are 3 03% and two times Participates’ average total time is 831 seconds Those results can be compared with improved system and investigate whether the system is more efficient and effectiveness All constructs of Questionnaire for User Interaction Satisfaction (QUIS) are between 5 23 and 5 92; average is 5 69 and standard deviation is 1 09 It show participants had positive feelings for the system in overall reactions to the software screen terminology and system information learning and system capabilities The average score of System Usability Scale (SUS) is 74 is higher than Bangor el proposed 72 points It indicates the proposal system is good system The score could be compared with improved system and investigate whether the system get higher scores than old syste