水、睡眠、食物在馬斯洛的需求層次理論（Maslow's hierarchy of needs）中為第一層生理需求，是故，中南部與高屏區密集發展工業，工廠排放的廢水汙染、畜牧養殖排放的臭水所造成水源汙染，讓民眾轉而尋求購買安全的水質飲用，坊間自助販水機如雨後春筍般設置於大街小巷，尤其在中南部與高屏區在住宅高密集區，同巷街上有二至三家不同品牌的自助販水機已是常態，民眾至自助販水機買水的消費行為久之也變成生活習慣。故而，本研究從服務設計的觀點探討如何透過觸控式介面的新服務體驗提升自助販水機的整體服務品質，目的有以下三點：1. 探討自助販水機之現有服務痛點與甜蜜點並歸納分析後提出改善建議與未來可發展方向；2. 探討以人機介面互動設計開發具資訊整合性之服務平台的自助販水機觸控式介面；3. 探討「自助販水機觸控式介面」之不同使用者經驗的滿意度與接受度評估。

本研究透過親身體驗、場域觀察及訪談法蒐集使用者行為資料及想法，運用「人物誌」、「顧客旅程地圖」、「服務藍圖」、「利害關係人地圖」分析工具了解消費過程中產生的痛點，從情境需求發展介面功能，設計主軸為：1. 我要加水；2. 會員專區；3. 關於本站；4. 故障通報；5. 站點查詢。設計評估以：1. 互動介面操作任務績效；2. 系統使用性尺度量表（SUS）；3. 使用者互動滿意度問卷（QUIS）；4. 科技接受模式問卷；5. 螢幕擺放高度使用者主觀感受量表，評測觸控式介面應用於自助販水機體驗感受滿意度，並提出設計優化及修改方向。

本研究評測介面結果「認知有用性」、「認知易用性」、「使用態度」、「使用意圖」及「使用行為」經獨立樣本t檢定分析為無顯著性，平均數大於5.5，顯示科技轉換群與科技接受群皆有良好、容易及滿意的經驗，且對於｢科技轉換群｣的使用者而言，操作此自助販水機觸控式介面原型不受舊科技使用慣性影響。

最後綜合整體結果提出後續研究建議：1. 針對硬體改善符合人因工程；2. 強化品牌視覺系統；3. 探討「社區共創經營」的商業模式。

In Maslow's hierarchy of needs, the lowest category includes the physiological needs that are vital to survival, such as the need for water, sleep, and food. Central and southern Taiwan as well as Kaohsiung and Pingtung are densely populated with industrial areas. Wastewater from factories and livestock farms leads to water pollution. As a result, people have to purchase safe drinking water. Water vending machines are popping up everywhere, especially in the densely populated residential areas in central and southern Taiwan as well as Kaohsiung and Pingtung where it is common to find two or three different water vending machines on the same street. Therefore, this study aims to improve the overall service quality of water vending machines through a new service experience with a touch screen user interface from the perspective of service design. The three research objectives are as follows: 1. Explore the existing service pain points and sweet spots of water vending machines and propose design recommendations for improvement and future development; 2. Explore the touch screen user interface of information-integrated water vending machine based on the interactive design of the human-machine interface; 3. Evaluate the satisfaction and acceptance of different users' experiences on the "water vending machine touch screen user interface."

This study collects users' behavioral information and thoughts through personal experience, site observation, and interviews. Analysis tools such as "persona," "customer journey mapping," "service blueprinting" and "stakeholder maps" are adopted to help understand the pain points in the consumption process. Interface functions are developed from contextual needs. The design axis is as follows: 1. Refill water; 2. Member section; 3. About us; 4. Failure report; 5. Site query. The design evaluation is based on the following scales: 1. Interactive Interface Task Performance; 2. System Usability Scale (SUS); 3. Questionnaire for User Interaction Satisfaction (QUIS); 4. Technology Acceptance Model (TAM); 5. Subjective User Perception Scale of Screen Placement Height. These scales evaluate the satisfaction of the experience on the touch screen user interface of the water vending machine. Then, the study proposes design optimizations and directions for revision.

The results of this study on "perceived usefulness," "perceived ease of use," "attitude toward using," "behavior intension" and "actual system use" are not significant according to independent sample t-test and the mean is greater than 5.5, indicating that the technology switch group and technology acceptance group have positive and satisfactory experiences. For users in the "technology switch group," the operations on touch screen user interface prototype of water vending machines are unaffected by habits from the old technology.

Finally, the overall results are summarized and the recommendations for future studies are as follows: 1. Improve the hardware to be in line with human-factors engineering; 2. Strengthen the brand visual system; 3. Explore the business model of "community co-creation."

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