基于Kano-IPA用户评测的AI智能英语学习类平台优化策略研究——以“思博乐学大学英语自主学习平台”为例

Research on Optimization Strategies for AI Intelligent English Learning Platforms Based on Kano-IPA User Evaluation—Taking “Sibolexue College English Autonomous Learning Platform” as an Example

摘要: 本文以提升AI智能英语学习类平台服务质量为目标，基于对“思博乐学”英语学习平台的用户调研，通过挖掘用户深层需求，识别平台服务质量关键要素，并利用整合Kano-IPA模型对平台进行测评及改进优先级排序。研究结果表明，AI智能英语学习类平台需优先改进的服务质量要素为“错误操作规避”、“提供帮助客服中心”、“界面布局结构清晰”等，需持续保持的服务质量指标依次为“信息资源易于检索”、“重要指标解释说明”等。最后根据分析结果提出了增加技术的有效性、简化操作、完善服务和指导用户学习等改进策略。对AI智能英语学习类平台的发展提供可资借鉴的参考，也可为相关研究提供理论和方法上的借鉴。

Abstract: This paper aims to enhance the service quality of AI intelligent English learning platforms. Based on user research conducted on the “Sibolexue” English learning platform, it delves into users’ deep-seated needs, identifies key factors influencing platform service quality, and utilizes an integrated Kano-IPA model to evaluate the platform and prioritize areas for improvement. The research findings indicate that the service quality elements requiring priority improvement on AI intelligent English learning platforms are “avoidance of incorrect operations”, “helpful customer service center”, and “clear interface layout and structure”. The service quality indicators that need to be consistently maintained are, in order, “ease of information resource retrieval” and “explanation of important indicators”. Finally, based on the analysis results, optimization strategies such as enhancing technological effectiveness, simplifying operations, refining services, and guiding users’ learning are proposed. This paper provides a valuable reference for the development of AI intelligent English learning platforms and offers theoretical and methodological insights for related research.