숙명여자대학교 로고숙명여자대학교 창의융합연구소창의융합연구소

E-Learning consists in the combination of Internet technology and traditional education, overcoming the limitations of space and time and providing users with learning convenience during the pandemic. Currently, although numerous researchers need to publish high-quality papers, many lack effective paper writing methods and skills. The E-Learning platform provides an instructive channel for these researchers to self-study during the pandemic. However, when these researchers learn courses on the E-Learning platform, they are often unable to adhere to learning, resulting in low satisfaction with the E-Learning platform. Therefore, this study aims to identify the service needs of the E-Learning platform to improve user satisfaction. A Customer Journey Map was used to identify the comprehensive service needs of users and the service strategies of the E-Learning platform. A framework was constructed to improve the user experiences of E-Learning platform. The service modules of the E-Learning platform include three aspects: platform construction, course planning, and customer service. A total of 24 important service strategies were identified for improving user satisfaction with the E-Learning platform. The results of this study can help the managers of the E-Learning platform make correct operation decisions.