A Study on User Experience of COVID-19 Emergency Communication Platform from Cross-cultural Perspective of View

Gao, T.; Xue, S.; Zeng, Y.; Xu, J.; Guo, X.

From certain point of view, the emergency communication platform plays an important role in fighting against COVID-19. This research aims to explore the user experience of the COVID-19 emergency communication platform in a cross-cultural background, with the purpose of relevant information promoting strategy under different culture recognition. This study takes China’s Tencent health platform and the UK’s NHS COVID-19 APP as the research objects. We built a user experience model first, then obtained user experience data by collecting 172 valid questionnaires and conducting interviews with 17 users. This research explores the current situation of users’ experience on two different national platforms, compares and analyzes the feedback, found the differences between Chinese and British emergency communication platforms based on cultural theory. Our research shows that the different cultural characteristics of China and Britain make the two platforms variance in terms of sensory, interactive and satisfaction experience. © 2021, Springer Nature Switzerland AG.