Name
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
Journal
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.