運用AHP與資訊設計於客製化天然氣電子帳單之研究

Abstract

由於全球暖化日益嚴重，各國除了針對節能減碳推動多項政策，同時尋找更加潔淨的能源以取代煤、碳等高汙染耗能，這也促使天然氣被許多國家大量使用，然而2021年研究結果顯示，天然氣卻成為了近十年間溫室氣體排放的主要元兇。如何真正永續社會，還是需要全民擁有認知意識。臺灣約有四成的用戶數使用天然氣能源，然而現行帳單存在缺乏資訊設計與版面編排等問題，忽略介面舒適度與美感對使用者的影響，民眾較無法與其建立連結，並對於相關節能訊息、使用習慣等缺乏重視。此外，現行天然氣帳單仍以紙本流通為主，相對較不環保。本研究將就天然氣帳單之版面資訊、數據呈現方式及版面編排進行探討、改良，並採用層級分析法（AHP）製作客製化天然氣電子帳單原型設計，以更貼近使用者需求。多數研究採用AHP研究方法時，雖然有了解使用者喜好的研究，但大多用於組織決策構面，鮮少有人將使用者作為決策主體，並運用於帳單等文件美感設計上。本研究之實施步驟：1.蒐集天然氣紙本帳單，分析及編排現況，進行必要資訊萃取2.彙整參與者在資訊架構、視覺編排與圖表符號構面及其次級層級偏好進行分析，草擬客製化帳單3.以使用者互動滿意度評量表（QUIS）彙集參與者的使用反饋並進行設計修正。期望透過客製化帳單帶給民眾專屬感，進而達到吸引其主動申請使用電子帳單之意願，以落實節能減碳之目的。後續遴選出偏好差異性較大之7位受測者進行QUIS量表調查，受測者滿意度普遍良好，證實應用AHP於以使用者作為決策主體之需求調查中，具有良好成效。As global warming intensifies, countries are not only promoting various energy-saving and carbon reduction policies but also seeking cleaner energy sources to replace high-pollution, high-energy-consuming coal and carbon. This has led to the widespread adoption of natural gas in many countries. However, research results from 2021 indicate that natural gas has become the main culprit of greenhouse gas emissions over the past decade. Achieving true societal sustainability still requires public awareness and recognition. Approximately 40% of users in Taiwan rely on natural gas. However, current bills lack effective information design and layout, neglecting interface comfort and aesthetic appeal, which affects user engagement and awareness of energy-saving messages and usage habits. Additionally, current natural gas bills are predominantly paper-based, making them less environmentally friendly. This study aims to explore and improve the layout information, data presentation methods, and layout of natural gas bills, using the AHP to create a customized natural gas e-bill prototype design to better meet user needs. While many studies employing AHP methods understand user preferences, they are mostly used in organizational decision-making and rarely consider users as the decision-makers, especially in the aesthetic design of documents like bills. The steps of this study are as follows: 1. Collect paper natural gas bills, analyze and organize the current status, and extract the necessary information. 2. Gather participants' preferences in information architecture, visual layout, and chart symbol dimensions, and draft customized bills. 3. Collect participants' feedback using the QUIS and make design adjustments accordingly. The study aims to bring a sense of exclusivity to users through customized bills, thereby attracting them to actively apply for e-bills and ultimately achieving energy-saving and carbon reduction goals. Subsequently, we selected seven respondents with significant preference differences for a QUIS survey. The respondents generally showed high satisfaction, confirming that the application of AHP in user-centered needs surveys is effective.