随着共享汽车行业在中国由快速扩张时代向存量竞争时代转变，同时在体验越来越重要的当下，共享汽车的用户体验已经成为企业在竞争中取胜的关键因素。那么如何提升共享汽车的用户体验呢？解决这个问题的前提是知道哪些因素会影响共享汽车的用户体验，然而目前并没有一个系统、科学评价共享汽车用户体验的因素集，即评价体系。因此本研究目的是建立一个系统、科学、全面评价共享汽车用户体验的指标体系。

为了更好评价共享汽车的体验，笔者将构建评价体系。为此，笔者首先通过对比分析现有用户体验评价模型，并结合共享汽车的特点，选择一个适合共享汽车用户体验评价模型。然后在用户体验评价模型基础上通过对共享汽车用户深度访谈从而提取影响共享汽车用户体验因素作为进一步细分评价指标。评价指标体系确定后通过将指标体系制作成问卷，用大样本验证指标体系信效度并进行迭代优化。进而对每个指标进行分析并使用层次分析法和因子分析法计算每个指标的权重。最后通过将该指标体系评价某品牌共享汽车的结论、该共享汽车用户打分、访谈评价三者一致性对比从而验证该指标体系实用性。

通过研究得出以下结论：首先本研究根据用户体验需求层次模型建立该指标体系的六个评价维度，即可用性、可靠性、实用性、吸引力、便捷性和令人愉悦。并在此模型前提下建立了29个影响共享汽车体验的因素作为评价指标。同时在信效度检验中证明该指标具有良好的信效度。最后通过对各个指标分析并计算权重，发现对共享汽车用户体验影响大小依次为舒适性、用还车无需拍照、客服处理意外速度快、车身无损、免押金等等。

本评价体系全面且科学，并具有实用意义和理论意义。首先从实用性角度，该研究是用户体验理论在共享汽车领域的一次实践，有助于共享汽车公司做到“以用户为中心”，提高服务水平和用户粘性。其次从理论角度，通过本次实践经验总结进一步丰富用户体验理论，使用户体验理论在共享汽车细分领域更加完善。

With the transformation of China's shared automobile industry from the era of rapid expansion to the era of stock competition. And at the same time, the user experience of shared cars has become a key factor for enterprises to win in the competition. So how to improve the user experience of sharing cars? The premise to solve this problem is that we know which factors will affect the user experience of shared cars, but there is no scientific and systematic factor set to evaluate the user experience of shared cars which is the evaluation system. Therefore, the purpose of this study is to establish a systematic, scientific and comprehensive evaluation index system of shared car user experience.

In order to better evaluate the experience of shared cars, this paper will build an evaluation system. Therefore, we will first compare and analyze the existing user experience evaluation models, and combined with the characteristics of shared cars, select a model suitable for shared car user experience evaluation. Then, based on the user experience evaluation model, through in-depth interviews with shared car users, the factors affecting shared car user experience are extracted as further subdivided evaluation indicators. After the evaluation index system is determined, the index system is made into a questionnaire, the reliability and validity of the index system are verified with a large amount of data, and iterative optimization is carried out. Then each index is analyzed, and the weight of each index is calculated by factor analysis and analytic hierarchy process. Finally, the practicability of the index system is verified by using the index system to evaluate the specific shared car and comparing the scoring and interview evaluation of the shared car users.

The following conclusions are drawn through the research; Firstly, according to the hierarchical model of user experience needs, this study establishes six evaluation dimensions of the index system, namely usability, reliability, practicability, attraction, convenience and pleasant. On the premise of this model, 29 factors affecting shared car experience are established as evaluation indexes. At the same time, it is proved that the index has good reliability and validity in the reliability and validity test. Finally, by analyzing and calculating the weight of each index, it is found that the impact on the shared car user experience is comfort, no need to take photos when using and returning the car, fast accident handling speed of customer service, body damage, deposit free and so on.

The above research shows that the evaluation system is more comprehensive and scientific. Firstly, from the perspective of practicality, this research is a practice of user experience theory in the field of shared cars, which helps shared car companies to be "user-centered" and improve service level and user stickiness. Secondly, from a theoretical perspective, through the summary of this practical experience, further enrich the user experience theory and make the user experience theory more perfect in the subdivision field of shared cars.