Abstract
As the digitization of museums accelerates, service-oriented virtual humans are leading the museum industry's entry into the metaverse. However, compared to other countries, the application of service-oriented virtual humans in Chinese museums is still in its early stages. This study explores ways to enhance the user experience of service-oriented virtual humans in museums through emotional design and UX evaluation. Firstly, the study identifies emotional design elements and UX evaluation factors through prior research. Secondly, it discusses seven elements—visual, auditory, storytelling, interaction, pleasure, satisfaction, and convenience—across the three levels of emotional design(instinctive, behavioral, and reflective) using representative cases from Chinese museums. Thirdly, based on prior research, the study establishes UX evaluation criteria and selects expert interview subjects, identifying key factors affecting user experience: meaningful, pleasurable, convenient, usable, reliable, and interaction. Finally, the study synthesizes insights from case analysis and interview results. From an emotional design perspective, virtual humans are modeled after real people and incorporate traditional Chinese cultural elements in their appearance, using natural dialogue and emotional expression. They explain the background and history of artifacts and enhance participation through diverse interaction methods. Rich knowledge and engaging interactions attract visitor attention and enhance enjoyment. In terms of UX evaluation, diverse interactions increase immersion, while natural language and visual/auditory elements stimulate curiosity and engagement. Concise information delivery and voice interaction improve convenience. Functions such as inquiry response and route planning meet individual needs. Natural voice interaction and data security enhance trust, while improved voice recognition accuracy and facial expression consistency enhance user immersion and interaction experience.
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