2018年5月，臺灣網路報稅系統改版上線，優化了使用者經驗、縮短民眾報稅花費的時間，也讓使用者經驗一詞被非設計背景的一般民眾所認識。此專案並不僅是單純的介面改版，專案中所採用的設計方法、流程，以及民眾與政府共創的過程，已符合服務設計之本質，且專案全程由設計師參與、推動與實際執行完成，可謂國內一難得的案例。本研究訪談網路報稅系統改版專案之設計師卓致遠先生，對個案的資料整理以及訪談內容分析，以兩部分作為本文論述主軸：一、檢視服務設計如何在此專案各階段作用；二、對個案成果——亦即新版網路報稅系統介面，與易用性原則進行比對檢驗，並進行易用性測試。最後本研究歸納出個案確實符合服務設計思考之五大原則，在資訊功能面及視覺面之易用性皆有所提升，並提出：一、未來設計師將服務設計導入公部門專案時可依循之準則；二、對新版網路報稅系統介面進行易用性測試後的修改建議。此個案與現今社會跨領域、多方協作此趨勢互相呼應，希望本研究成果能為未來類似案例提供參照。

In May 2018, the online Tax Filling System in Taiwan was revised and launched, which greatly optimized the user experience, shortened the time for people to file taxes, and also made “user experience” recognized by the public. In fact, the project is not just an interface revision. The design methods and the processes of the project are in line with the essence of service design, and the project is fully participated and promoted by the designer, it’s a rare case in Taiwan. Therefore, the study interviewed Zhiyuan Zhuo, the designer of the revision project, then analyzed the interview content and the data of the project. Based on the analysis, there are three parts as the main axis of the article: 1. review how service design plays a role in each stage of the project; 2. inspect the results of the project with the principle of usability; 3. explore user experience designer’s role at each stage of the case. In the end, the study concludes that this case is indeed in line with the five principles of service design thinking. It can be found that both the function and the visual design have a great process. In addition, user experience designers' role converted in the project’s every stage, designers may have to play multiple roles at the same time, or even act as a key third-party to promote the project. This case shows the trend of cross-disciplinary and multi-party collaboration in today's society. Hope the study can provide a reference for similar cases in the future.

1.Bason, C. (2013). Design-led innovation in government. Social Innovation Review, 11(2), 15–17.
2.Bevana, N., Kirakowskib, J., & Maissela, J. (1991). What is usability. Proceedings of the 4th International Conference on HCI.
3.Brandt, H. F. (1946). The psychology of seeing. Columbia Optom., 20(80), 2.
4.Brinck, T., Bunyan, J., Gergle, D., Wood, S. D., Blythe, D., & McReynolds, T. (2002). Designing Web Sites that Work: Usability for the Web. Morgan Kaufmann.
5.Cottam, H., & Leadbeater, C. (2004). Health: Co-creating services. London: Design Council.
6.Creswell, J. W. (1999). Chapter 18—Mixed-Method Research: Introduction and Application. In G. J. Cizek (Ed.), Handbook of Educational Policy (pp. 455–472). Academic Press.
7.Golombisky, K., Hagen, R., & Hagen, R. (2017). White Space Is Not Your Enemy: A Beginner’s Guide to Communicating Visually Through Graphic, Web Design. A K Peters/CRC Press.
8.Hassenzahl, M., & Tractinsky, N. (2006). User experience - A research agenda. Behav. Inf. Technol., 25(2), 91–97.
9.International Organization for Standardization. (2019). ISO 9241-210:2010.
10.Jones, M., & Samalionis, F. (2008). From small ideas to radical service innovation. Design Management Review, 19(1), 20.
11.Josephson, S., & Holmes, M. E. (2011). Selecting the suspect: an eye-tracking comparison of viewing of same-race vs. cross-race photographs in eyewitness identification. Visual Communication Quarterly, 18(4), 236-249.
12.Keinonen, T. (2009). Design contribution square. Advanced Engineering Informatics, 23(2), 142-148.
13.Levie, W. H., Dickie, K. E., & Others. (1973). The analysis and application of media. Second Handbook of Research on Teaching, 858–882.
14.Lovelock, C., & Gummesson, E. (2004). Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of service research, 7(1), 20-41.
15.Mager, B., & Sung, T.-J. D. (2011). Special issue editorial: Designing for services. International Journal of Design, 5(2).
16.Miettinen, S., Rontti, S., Kuure, E., & Lindström, A. (2012, July). Realizing design thinking through a service design process and an innovative prototyping laboratory–Introducing Service Innovation Corner (SINCO). In Proceedings of the conference on design research society (DRS 2012) (pp. 1202-1214).
17.Meroni, A. (2007). Creative Communities. People inventing sustainable ways of living. Edizioni Polidesign.
18.Morelli, N. (2002). Designing product/service systems: A methodological exploration. Design issues, 18(3), 3-17.
19.Molich, R., & Nielsen, J. (1990). Improving a human-computer dialogue. Communications of the ACM, 33(3), 338-348.
20.Moritz, S. (2005). Service design. Practical access to an evolving field. Köln International School of Design.
21.Nielsen, J., & Landauer, T. K. (1993, May). A mathematical model of the finding of usability problems. In Proceedings of the INTERACT'93 and CHI'93 conference on Human factors in computing systems (pp. 206-213).
22.Nielsen, J. (1994b). Heuristic evaluation. In Nielsen, J., and Mack, R.L. (Eds.), Usability Inspection Methods, John Wiley & Sons, New York, NY.
23.Nielsen, J. (2003). Usability 101: Introduction to Usability. Jakob Nielsen’s Alertbox. Nielsen Norman Group. Retrieved from www.useit.com/alertbox/20030825.html
24.Nielsen, J. (2019). Heuristic Evaluation of User Interfaces. Retrieved from https://www.nngroup.com/topic/heuristic-evaluation/
25.Norman, D. A. (1988). The psychology of everyday things. Basic books.
26.Pernice, K. (2017). F-shaped pattern of reading on the web: Misunderstood, but still relevant. Nielsen Norman Group. Retrieved from https://reurl.cc/GkMLZv
27.Pernice, K., Whitenton, K., & Nielsen, J. (2006). How People Read on the Web: The Eyetracking Evidence. Nielsen Norman Group. Retrieved from https://reurl.cc/e5jbkm
28.Petrie, H., & Power, C. (2012). What do users really care about ? : A comparison of usability problems found by users and experts on highly interactive websites. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, 2107-2116.
29.Rheinfrank, J., & Evenson, S. (2004). Design for service. Retrieved January 08, 2013.
30.Scheuing, E. E., & Johnson, E. M. (1989). A proposed model for new service development. Journal of Services marketing.
31.Soegaard, M. (2018). Visual Hierarchy: Organizing content to follow natural eye movement patterns. Interaction Design Foundation. Retrieved from https://reurl.cc/vn98ye
32.Stickdorn, M., & Schneider, J. (2013). 這就是服務設計思考！ （池熙璿譯）。中國生產力中心。
33.Thorlacius, L. (2007). The Role of Aesthetics in Web Design. Nordicom Review, 28(1), 63–76.
34.UKD Council, (2013). Design for public good. Annual Review of Policy Design, 1(1), 1-50.
35.UKD Council, (2005). The ‘double diamond’ design process model. Design Council.
36.UX四神湯（2018）。提升易讀性（二）：視覺層級介紹與實例。檢自：https://reurl.cc/qDM3ME
37.van Birgelen, M. (2001). New Service Development and Innovation in the New Economy. International Journal of Service Industry Management, 12(5), 522–528.
38.Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of marketing, 68(1), 1-17.
39.Wood, D. (2007). Form and function in web design: A humanistic perspective. Common Ground.
40.Zeithaml, P., & Parasuraman, A. Berry. 1990. Delivering Quality Service; Balancing Customer Perceptions and Expectations.
41.王強，李玉波（2007）。圖形語境。上海三聯書店。
42.玉飼真一、村上竜介、佐藤哲、太田文明、常盤晋作、IMJ Corporation（2018）。WEB設計職人必修：UX Design 初學者學習手冊（吳嘉芳譯）。旗標。
43.何舒軒、宋同正（2014）。綜論服務設計學術研究發展。設計學報，2，45-66。
44.李青蓉、魏丕信、施郁芬、邱昭彰（1998）。人機介面設計。台北：空中大學。
45.李硯祖（2010）。視覺傳達設計欣賞。台灣：五南。
46.李慶華（2019）。107年度所得稅結算申報辦理情形。台北：財政部。
47.卓致遠（2017）。報稅軟體難用到爆炸。公共政策網路參與平台。上網日期：2020年2月24日，檢自：https://join.gov.tw/idea/detail/750df7c4-550f-47ae-84ee-39eba6dabb23/discuss
48.邱柏勝（2018）。今年Mac報稅不卡卡 財政部打包票5分鐘完成 | 產經 | 重點新聞 | 中央社 CNA。上網日期：2020年2月24日，檢自：https://reurl.cc/M7nGnK
49.邱駿鵬、陳圳卿（2007）。網頁中文字編排方式對視認績效影響之初探。桃園：萬能科技大學。
50.秋葉秀樹（2016）。打造最強網頁UI/UX設計腦：設計師都該懂的絶佳設計、溝通法則（許郁文譯）。台灣：博碩文化。
51.香西睦（2017）。一看就懂的UI設計與資訊編排技巧（陳亦苓譯）。台灣：旗標。
52.唐玄輝（2019）。新服務設計的內涵。上網日期：2020年2月24日，檢自：https://reurl.cc/VayqyQ
53.翁芊儒（2019）。超難用報稅系統UI如何大改造，幕後推手現身揭露關鍵。上網日期：2020年2月24日，檢自：https://www.ithome.com.tw/news/132736
54.財政部（2009）。國稅資訊化歷程。上網日期：2020年2月24日，檢自：https://reurl.cc/726L2d
55.財政部財資中心國稅組（2017）。精進綜所稅網路申報系統專區。上網日期：2020年2月24日，檢自：https://reurl.cc/GkMlMv
56.高橋佑磨、片山なつ（2017）。圖解設計的原理（劉小鳳譯）。台灣：不求人文化。
57.張嘉年（2016）。訊息設計應用於列車資訊顯示幕之研究-以台鐵沙崙線為例。國立臺灣科技大學設計研究所碩士論文，台北市。
58.葉坤銘（2018）。Mac報稅系統協作經驗分享。國家發展委員會。政府機關資訊通報第355期。
59.楊振甫（2016）。變革式服務設計於可持續社會創新之價值共創。國立臺灣科技大學設計研究所博士論文，台北市。
60.潘國才（2015）。行政院3632次院會智慧政府規劃報告。台北：國家發展委員會資訊管理處。
61.劉永翔、唐良瑞（2004）。網頁設計中的視覺構成分析。北京工商大學學報，58-62
62.鄭司維（2007）。表演藝術海報的視覺張力表現。國立臺灣師範大學設計研究所碩士論文，台北市。