產品POE研究模式之初探——以聲寶電冰箱為例

Establishing a Post-Occupancy Evaluation Model for Products-A Case Study of a Sampo Electrical Refrigerator

使用後評估（post-occupancy evaluation，簡稱POE）一詞，原先出現在建築領域及環境行為研究，主要作為人住進建築物後的行為反應與行為模式之評估。本研究將探討POE應用在產品設計的可行性：藉由POE的方法了解在產品設計上，使用者與設計師想法之間的差異，及產品在使用後有那些改變、使用者可能誤用行為及新的行為模式等。本研究以聲寶公司的智慧型遠端留言冰箱（SR-475TRV，簡稱留言冰箱）為主要研究案例，首先訪談聲寶的企劃與設計部門，獲得此留言冰箱（包含先前機種）的企劃書、設計圖、說明書、型錄等相關設計規劃資料，依據這些資料了解此冰箱的企劃與設計要點，並製作留言冰箱的POE評估表與調查問卷。接著針對7個留言冰箱家庭，進行深入訪談與實地使用觀察。研究發現，在企劃部分，聲寶商企部對於留言冰箱所設定的目標族群、行銷策略，與實際上留言冰箱的使用者有差距。在設計方面，留言的數量與時間上，應予以增加及延長，或者讓使用者自行擴充記體容量：而受訪者常用的功能如溫度顯示、溫度設定、留言使用、省電設定等，應設計有快捷鍵，讓使用者可隨時在液晶面板上操作：有關個人差異化的功能如音樂選擇、音量調整，應在變化的自由度上做調整，讓多數使用者可以依其需要來運用。一般功能的使用上，對於冰箱內部空間的使用，必須再作細部隔層與分類，同時增添選擇性的配件供使用者自行選購，以因應不同的使用需求。最後，本研究經由此觀察訪談調查結果，分別以規劃、規模、使用者、任務、操作、生命週期及互動模式等7個項目，比較建築與工業設計POE的異同，並且據此建立一適合工業產品的POE操作模型，其操作程序分成3個步驟（設計企劃分析→使用後調查→前兩階段結果比較分析），依據產品特性不同，經適度的調整，在產品上市後或使用後，可加入此操作模型，同時也作為家電業者與學術研究的參考與應用。

Post-occupancy evaluation （POE） is originally implemented in the fields of architecture and environmental behavior study. Its purpose is to assess the behavior and reaction model of the people after they have resided into a building for a time span. By adopting the POE method, this study tried to find out the difference between users' and designers' mental models on product use, and what kinds of adaptations, misuses, and new behavior models to the products will appear in the usage of products. The tele-message refrigerator （model no. SR-475TRV） produced by Sampo corporation was investigated as a case study. We started with summarizing the plan and design features of this product by collecting design drawings, instruction manual, and catalog, and by interviewing the related persons in the departments of the merchandise planning and industrial design of Sampo. According to the data, we prepared the interview guide for the users of this product. We then conducted in-depth interviews and practical observations to seven families currently using this tele-message refrigerator to probe whether the users could really perceive, use adequately, and gain benefit from the planning and design intention of the refrigerator. The result of the research revealed that the actual users of this refrigerator are different from what the Sampo has targeted for. With respect to the innovative functions of this message refrigerator, it was responded that the number and length of recorded message should be increased or expanded by adding extra memory capacity. The frequently used functions, such as temperature display, temperature setting, message play/record, and energy economized, should be designed with hot keys on LCD panel to let users operate quickly. Regarding the functions with individual preference like music selection, volume adjustment, they should be allowed users to adjust by themselves. The space layout of the refrigerator have to be further divided and classified for storing different kinds of food, whereas optional shelves （containers）. such as beverage case. egg case. sauce case. and ice tray, should be provided for users to accommodate their specific demands. Finally, we compared the difference between Architecture and Industrial design in conducting POE study. Based on this comparison and the well established architecture POE model, we proposed a proper POE model for industrial design which is with the process of three distinct steps: understanding of the plan and design, actual product use survey, and analyzing the deviation of the actual product use from the design intention. This model as well as the concluded guidelines can be referred and applied by the industry for product design and academy for further research.