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阿里經(jīng)驗(yàn)！3個小技巧幫你提升用戶體驗(yàn)
時間：2019-05-20 10:58:14
文章發(fā)布：李陽
原創(chuàng)作者：未知
來源：互聯(lián)網(wǎng)

編者按：1）用戶只看結(jié)果 2）表達(dá)清楚態(tài)度緣由 3）關(guān)注真實(shí)數(shù)據(jù)結(jié)果，發(fā)現(xiàn)用戶情感落差。今天阿里的鴻影同學(xué)結(jié)合自身的工作經(jīng)歷，總結(jié)了3個用戶體驗(yàn)設(shè)計工作中應(yīng)該注意的問題，附上谷歌和淘寶的應(yīng)對方法，文章不長，值得一看！

不知道身為「用戶體驗(yàn)設(shè)計師（UX Designer）」的諸位是否也有過和我一樣的困惑：初入行時興沖沖覺得自己就是那個為一切產(chǎn)品用戶體驗(yàn)問題負(fù)責(zé)的「真命天子」，積極主動去搜集反饋訪談用戶，可當(dāng)真正卷起袖子打算為解決這些「體驗(yàn)問題」大干一場的時候，卻發(fā)現(xiàn)有些無從下手。

隨便拉幾個用戶角度吐槽「體驗(yàn)差」的例子：啟動慢、運(yùn)行卡、索要一堆奇怪的權(quán)限、不知所云的錯誤、通知推送煩人、好多功能用不上……而這些用戶體驗(yàn)問題，看上去似乎和用戶體驗(yàn)設(shè)計師的本職（交互+視覺）關(guān)聯(lián)不大，而和技術(shù)、產(chǎn)品、運(yùn)營同學(xué)的關(guān)系相對更加緊密。


用戶只看結(jié)果

兩年前在M廠實(shí)習(xí)期間參與某APP項(xiàng)目設(shè)計時，涉及到大量不同類型的內(nèi)容卡片，而因?yàn)樯暇€時間相對較急，沒有時間對每張卡片都進(jìn)行完整的設(shè)計（設(shè)計出來開發(fā)也沒法都按期實(shí)現(xiàn)上線），于是就只做了框架層的設(shè)計，而卡片內(nèi)容部分，則是讓開發(fā)直接把其他平臺相關(guān)產(chǎn)品的內(nèi)容拉過來，再縮放處理了事，這一部分未經(jīng)過交互視覺層的重設(shè)計優(yōu)化（Review時把關(guān)也不太嚴(yán)），上線的體驗(yàn)自然也好不到哪里去。

項(xiàng)目上線后卡片內(nèi)容部分的體驗(yàn)被吐槽，當(dāng)時我的Manager & Mentor 也把我叫了過去，質(zhì)疑這樣的體驗(yàn)怎么能上線。起初我從趕工期、技術(shù)限制等方面進(jìn)行了解釋，而Mentor的回答大意則是用戶不會知道這些，不會理解各種限制的苦衷，他們只看的結(jié)果，界面交互體驗(yàn)不好，他們只會覺得是用戶體驗(yàn)設(shè)計師有問題，而不是什么開發(fā)來不及不好實(shí)現(xiàn)之類。


表達(dá)清楚態(tài)度緣由

承上文，有時我們確實(shí)不可避免地會遇到一些客觀限制（時間緊、人手不足、技術(shù)實(shí)現(xiàn)成本高），影響到產(chǎn)品體驗(yàn)，可偏偏「用戶只看結(jié)果」怎么辦？除了在溝通中守住合理的體驗(yàn)標(biāo)準(zhǔn)底線、在后續(xù)迭代中及時優(yōu)化外，其實(shí)也可以通過用戶更容易理解接受的方式，來向其表達(dá)和說明具體緣由。

比如去年雙11期間淘寶的「秋褲彈幕」，在公司里聽相關(guān)負(fù)責(zé)人分享時，提到項(xiàng)目當(dāng)時面臨設(shè)計資源不足的問題，靈機(jī)一動想出了包括文案「設(shè)計師跑了」在內(nèi)的彈幕形式，雖然沒有了高大上的視覺效果，卻多了趣味性，反而得到不少用戶的討論與傳播。

阿里經(jīng)驗(yàn)！3個小技巧幫你提升用戶體驗(yàn)-藝源科技

權(quán)限問題一直是國產(chǎn)Android App們受詬病的一點(diǎn)，用戶不明白為什么App要索取一大堆看上去和產(chǎn)品核心功能關(guān)系不大的權(quán)限，進(jìn)而懷疑對方是否想利用這些權(quán)限做什么不好的事情，甚至失去對產(chǎn)品的信任。

其實(shí)在請求權(quán)限的場景里，我感覺是有很多體驗(yàn)優(yōu)化的空間的。比如界面文案上可以更清晰禮貌地告知用戶產(chǎn)品具體需要哪些權(quán)限，權(quán)限具體用于什么功能場景（而不是逼用戶自己去猜測，進(jìn)而出現(xiàn)竊取隱私之類的推論）；保留用戶自主選擇的空間（可以選擇不給權(quán)限，但是某功能會受到影響，用戶自己決策），而不是硬邦邦地說「需要X權(quán)限」或偷偷開啟，而在產(chǎn)品里又找不到任何解釋；請求的時機(jī)也需要把握，在確實(shí)需要用到的時候再出現(xiàn)。

「出錯場景」是交互設(shè)計中經(jīng)常要考慮到的一點(diǎn)，如果交互考慮得不全面，設(shè)計得不周到，則難免出現(xiàn)晦澀難懂的情況，用戶知道產(chǎn)品出錯了，卻不知道為何出錯，如何解決，甚至連錯誤本身也看不懂。錯誤既然已經(jīng)發(fā)生，那就真誠地解釋清楚錯誤，引導(dǎo)用戶進(jìn)行解決，甚至考慮一些趣味、情感化的手段，減輕用戶因此產(chǎn)生的煩悶情緒，比如Chrome斷網(wǎng)時的小恐龍游戲。

阿里經(jīng)驗(yàn)！3個小技巧幫你提升用戶體驗(yàn)-藝源科技


關(guān)注真實(shí)數(shù)據(jù)效果，發(fā)現(xiàn)用戶情感落差

我之前設(shè)計過一個平臺網(wǎng)站首頁，里面有一個模塊是用戶的排行榜單。在視覺評審的時候給前三名（共五人上榜）的用戶增加了1、2、3的排名標(biāo)記，而我當(dāng)時也覺得加上這個似乎也問題不大；但發(fā)布前驗(yàn)收的時候卻發(fā)現(xiàn)，前三甚至前五用戶的真實(shí)排名參照數(shù)據(jù)之間差距非常微小，還出現(xiàn)了數(shù)據(jù)完全一致、排名卻分成了第2和第3的情況，這樣顯然第3的用戶會有感到困惑與不公的風(fēng)險。

于是基于公平激勵用戶的考慮，在確認(rèn)真實(shí)數(shù)據(jù)差異細(xì)微的場景下，我提出了去掉排名標(biāo)記、所有上榜用戶一視同仁、給予同等激勵的解決方案，避免不公平、部分用戶產(chǎn)生情感落差。這件事也提醒了我真實(shí)數(shù)據(jù)的重要性，在有條件的情況下盡量「基于真實(shí)數(shù)據(jù)做設(shè)計」，而不是填一些理想的虛擬數(shù)據(jù)導(dǎo)致一些潛在問題被掩蓋。


善良比聰明更重要

古人說「文以載道」、「字如其人」，其實(shí)用在設(shè)計和所有創(chuàng)造性工作中也是一樣，很多優(yōu)秀的設(shè)計多多少少也是作者內(nèi)心價值觀追求的體現(xiàn)。我們在追求真誠、善良、公平、幽默等美好事物的同時，也可以多想想怎么投射到自己的設(shè)計思考與表達(dá)中去創(chuàng)造更美好的用戶體驗(yàn)（而非狹隘的界面可用性提升），而不是耍小聰明避免承擔(dān)責(zé)任或賺取短期的數(shù)據(jù)光鮮。

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標(biāo)簽： 用戶體驗(yàn) 經(jīng)驗(yàn)分享 阿里巴巴
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