Mingrun Wang, Nazlina Shaari, Yan He

I am pleased and honored to accept the Creative Convergence Awards. I would like to thank the awards committee for offering an opportunity to present our research results. My research field is industrial design, I focus on product and service design to improve customer/user satisfaction, aim to support the sustainable development of the enterprises, society and the environment.

Mingrun Wang:  Department of Industrial Design, Faculty of Design and Architecture, Universiti Putra Malaysia, Serdang, Malaysia

Nazlina Shaari : Department of Industrial Design, Faculty of Design and Architecture, Universiti Putra Malaysia, Serdang, Malaysia

Yan He:  School of Art and Design, Guangdong Industry Polytechnic, Xingangxilu 152, Guangzhou, China

Improving the User Satisfaction of the E-Learning Platform Using KJ Method and Customer Journey Map in China

Abstract

E-Learning is the combination of Internet technology and traditional education, it overcomes the limitation of space and time and provides users with learning convenience during the pandemic. Currently, many researchers need to publish high-quality papers, but many of them lack effective paper writing methods and skills. E-Learning platform provides a good channel for these researchers to self-study during the pandemic. However, when these researchers learn courses on the E-Learning platform, they often have the problem of unable to adhere to learn, resulting in low satisfaction with E-Learning platform. Therefore, the aim of this study is to identify the service needs of the E-Learning platform for users, so as to improve the satisfaction of users with the E-Learning platform. A Customer Journey Map was used to identify the comprehensive service needs for users, and then to identify the service strategies of the E-Learning platform. A framework was constructed to improve the user experiences of E-Learning platform. The service modules of the E-Learning platform include three aspects: platform construction, course planning and customer service. A total of 24 important service strategies were identified for improving the user satisfaction of the E-Learning platform. The results of this study can help the managers of E-Learning platform to make correct operation decisions.