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四步搞定!保障产品体验的基本流程和方法
时间:2019-05-14 17:03:16
文章发布:李阳
原创作者:未知
来源:互联网

四步搞定!保障产品体验的基本流程和方法-艺源科技

「到 2020 年,用户体验将超过价格和产品,成为品牌差异的关键。这个品牌差异,由用户体验驱动,是一个有价值的和可靠的竞争优势」——在 Medium 的一篇文章「The Business of User Experience」中开篇的一句。个人很是认同,也许不到 2020 年,体验的竞争价值就可以作为品牌差异的关键。那么问题来了,如何保障体验?尤其对于互联网产品而言,快速迭代的开发机制下,怎么样的流程和方法可以保障每次版本迭代都不遗漏产品体验风险?

小编根据这些年的产品体验研究经验,结合互联网的产品特点,梳理了一套基于互联网产品体验保障的流程机制和方法,整体的框图如下,此方法也正应用于现有团队的产品开发迭代模式中。

四步搞定!保障产品体验的基本流程和方法-艺源科技

一、产品需求阶段:用户需求挖掘

用户需求挖掘的定性方法很多,定量的问卷反馈、定性的深度访谈、焦点小组等等(后续小编可考虑分享关于定性研究的方法流程),说白了,就是多渠道多视角挖掘潜在的体验需求,作用于产品落地点上,基于业务服务的产品,更多的来自于业务方的业务需求做产品规划,这个节点考虑的主要是业务需求跟产品体验的关联和融合。

四步搞定!保障产品体验的基本流程和方法-艺源科技

二、设计环节:可用性测试 + 专家走查

设计环节对产品体验的影响至关重要,另外多说一句,产品体验更多的是设计师和用研要共同把握的,用研对于不明确的体验设计方向给予设计师思路引导和验证,设计师是真正实现体验表现的掌舵手。从体验保障的角度来看,在设计环节,设计师的每次方案产出都可以通过「会议讨论」或「背靠背」走查方式对方案进行调整,同时对高保真 Demo 进行用户可用性测试,保障在批量开发之前的设计方案体验。

四步搞定!保障产品体验的基本流程和方法-艺源科技

三、开发环节:专家走查

开发环节的时间有限,设计师与用研、前端工程师的互动极为重要。若是终端产品,在此节点有比较长的周期,可以通过组织用户试用的方式来收集产品的体验不足和需求反馈;但对于互联网产品的快速迭代开发,势必是不可取,因此有经验的设计师和用研组织的专家走查便起到了重要作用,此解决方案在设计 Demo 的基础上,基于更真实的实现状态走查软件体验的不足并实时优化,也是一种基础体验保障的托手。

四步搞定!保障产品体验的基本流程和方法-艺源科技

四、测试上线

对于互联网产品而言,产品的上线也许是新的体验需求的开始,快速的版本迭代,允许互联网产品试错、纠错。因此,上线后的需求搜集和反馈及产品满意度监测,是重中之重。上线后的用户试用或真实用户的开放式反馈,都是下一版本迭代需求落地的强输入,也是产品持续迭代闭环的关键「纽扣」!常用的用户试用反馈流程梳理机制如下图:

四步搞定!保障产品体验的基本流程和方法-艺源科技

想再强调一点,产品体验保障是个持续的优化的过程,不是「一条线」卡死的状态,随着人的周围环境的变化,人对体验的要求也是持续更新变化的,因此基于产品的开发周期和迭代,保持持续的螺旋式的闭环体验保障模式,跟踪用户的述求,持续优化体验创新,才能真正抓住产品的用户粘性和转化。

标签: 用户体验 用户体验设计 经验分享 设计流程
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