民生使用單據之文件設計研究――以電費帳單為例

Document Design for Consumer Use: A Case Study on Electricity Statement

民生使用單據是與民眾生活密切相關的各類文件，當中所傳遞的訊息要能引導人們檢視資料、填寫報表與完成費用繳交等任務。若企業缺乏對設計價值和重要性的認知，輕忽文件對使用者需求的影響力，將造成重視程度不足。訊息設計不良的單據會導致資訊傳遞缺乏準確性與易讀性，影響使用者閱讀體驗，除了導致民眾誤讀和誤寫，更會因此對企業形象造成打擊。本文以電費帳單為樣本，研究目的包含：1.瞭解使用者對現行電費帳單的使用性問題；2.以視覺訊息設計觀點提出更新方案；3.提出有效之設計原則。本研究採螺旋模式進行1.原版帳單使用性分析；2.改良方案制定與更新設計；以及3.使用性測試三個階段進行研究，經文本分析、專家焦點團體討論與使用性測試等質化與量化分析提出五項設計要點與十項視覺化方法，並提出對於民生用途之文件設計包括：1.訊息主次分明、2.視覺架構清楚、3.版面合理舒適、4.適當圖解說明、5.輔助符號使用，以及6.訊息友善表達等六項建議，希冀研究成果能幫助設計師在實務應用中持續修正設計原型，架構出契合使用者需求之文件設計。

Document design for consumer use refers to the design of various documents closely related to people’s lives. The information delivered from such documents should be able to help people view information, fill out reports and complete the task of payment. However, companies often do not pay sufficient attention to such documents. A poorly designed document leads to misreading and miswriting, to personal financial losses, even resulting in corporate image harm. This paper takes the electricity bill as an example and aims to learn about users’ problems on the use of current electricity bills, propose an updated proposal from a visual information design perspective, and offer effective design principles. A spiral model was applied in this paper to make a usability analysis on the original bill, and improve the proposal making and update the design for usability test. By a mixed method, including making textual analysis, expert focus group discussion, and usability testing, five key points and ten visualization methods were put forward. Six recommendations were also given for the improvement of document design, including 1) highlighting the most important information, 2) giving a clear visual framework, 3) arranging a reasonable and comfortable layout, 4) adding appropriate visual explanations, 5) using auxiliary symbols, and 6) friendly expressing information. We hope these findings can help designers continuously correct their prototypes in the practical application and present the document designs meeting the needs of users.