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想要產(chǎn)品被用戶所接納?這5個(gè)策略幫你獲取信任
時(shí)間:2019-12-12 09:40:19
文章發(fā)布:李陽
原創(chuàng)作者:未知
來源:互聯(lián)網(wǎng)

新技術(shù)帶來的想象力非常令人期待的,無論是自動(dòng)駕駛還是人工智能,它們都意味著我們能夠從某些工作中解放出來。我們能走多遠(yuǎn)?如果真的放開了想,腦洞是沒有極限的??墒钦嬲漠a(chǎn)品,并不只有技術(shù)這一個(gè)維度,還有許多品質(zhì)是值得關(guān)注的。一款能夠滿足用戶潛在需求的產(chǎn)品,是否會(huì)成功?這個(gè)答案太開放了。在一年前問我的時(shí)候,我也許會(huì)簡(jiǎn)單的從技術(shù)的層面去仔細(xì)分析可行性,但是隨著做產(chǎn)品的深入,至少在我看來,產(chǎn)品本身是否能夠讓人信任,是否給用戶以安全感,比起這種潛在可能性要重要太多了。

想要產(chǎn)品被用戶所接納?這5個(gè)策略幫你獲取信任-藝源科技

為什么?因?yàn)樾湃问腔A(chǔ),用戶信任它才會(huì)買單,后面的技術(shù)才會(huì)發(fā)揮價(jià)值。用戶對(duì)產(chǎn)品有信任,在體驗(yàn)過關(guān)的情況下,用戶會(huì)享受使用的過程??梢坏┰隗w驗(yàn)過程中,出現(xiàn)狀況,會(huì)讓用戶不信任,這種不信任感帶來的傷害要遠(yuǎn)大于好體驗(yàn)帶來的愉悅感。如果你剛剛看到自動(dòng)駕駛的汽車撞樹上了,你還會(huì)進(jìn)入另一輛自動(dòng)駕駛的汽車嗎?

通過合理的設(shè)計(jì),創(chuàng)造令人信任的體驗(yàn)和設(shè)計(jì),是確保產(chǎn)品成功的基礎(chǔ)。下面的5個(gè)策略,能夠幫你做到這一點(diǎn)。

1. 減少不良的體驗(yàn)

乍一聽,這是顯而易見的事情,但是在實(shí)際產(chǎn)品設(shè)計(jì)中牽涉到的問題并不是一句話說的清楚的。很多時(shí)候不信任不僅僅是源自于失控的功能,很多時(shí)候,產(chǎn)品功能、體驗(yàn)和用戶的預(yù)期出現(xiàn)偏移的時(shí)候,都會(huì)導(dǎo)致不信任。最簡(jiǎn)單也是最容易碰到的案例,就比如你走到天橋下的信號(hào)死角的時(shí)候,需要實(shí)時(shí)在線的網(wǎng)絡(luò)服務(wù)會(huì)斷掉,如果你所使用的是導(dǎo)航服務(wù),那么情況就更糟糕了,你會(huì)被引導(dǎo)到錯(cuò)誤的地點(diǎn),這就非常糟心了,又談何信任呢?

要怎么解決這樣的問題呢?如果一開始就遇到了這樣的糟糕狀況,那么考慮可能出現(xiàn)的問題,并且在軟件中構(gòu)建監(jiān)控問題的模塊,跟蹤軟件功能的運(yùn)作,記錄問題出現(xiàn)時(shí)候的用戶交互的數(shù)據(jù),便于后續(xù)改進(jìn)。如果是很具體可解決的問題,可以內(nèi)置一些幫助用戶解決問題的建議,或者隨后加入應(yīng)對(duì)特殊狀況的功能。這樣的服務(wù)不僅可以告訴用戶產(chǎn)品設(shè)計(jì)者用心地預(yù)測(cè)、貼心地解決問題,還可以提升信任感,緩解信任危機(jī)。

2. 使用較小的步驟和環(huán)節(jié)

為了增加用戶對(duì)于產(chǎn)品的信任,很多步驟需要一步一步地進(jìn)行。就像上面說的,人們熱愛「信仰之躍」所帶來的巨大成就感,這種成功的體驗(yàn)?zāi)軌蛟黾铀麄儗?duì)于產(chǎn)品的信任感。就像當(dāng)你嘗試一種從未吃過的奇怪的食物一樣,很多時(shí)候需要先相信它好吃,然后嘗一小口……真的好吃嗎?然后再嘗一小口。其實(shí)面對(duì)新食物和面對(duì)新的數(shù)字產(chǎn)品是一樣的,我們需要一小步一小步地讓用戶漸進(jìn)地體驗(yàn),慢慢獲得信任,然后產(chǎn)品才會(huì)被他們接納,甚至喜歡。

那我還是拿我所接觸的產(chǎn)品來舉例吧:自動(dòng)記賬。在過去,記賬是一項(xiàng)勞動(dòng)密集型的工作,所幸現(xiàn)在能夠自動(dòng)化地運(yùn)作。根據(jù)歷史記錄,我們能夠針對(duì)一些帳號(hào)的行為進(jìn)行預(yù)測(cè),比如 G/L賬戶應(yīng)當(dāng)記錄哪些內(nèi)容。但是,自動(dòng)化記賬并非一開始就自動(dòng)運(yùn)行的,而是我們逐步的引導(dǎo)用戶來接納各種自動(dòng)化的功能,首先根據(jù)預(yù)測(cè)提供相應(yīng)的建議,用戶可以自行決定是否接納建議。慢慢的,用戶看到了建議中預(yù)測(cè)的價(jià)值,從而可以逐漸信任整個(gè)系統(tǒng),并且讓它自動(dòng)運(yùn)作。

3. 給用戶控制權(quán)

當(dāng)你不了解當(dāng)前狀況的時(shí)候,也不信任產(chǎn)品或者服務(wù)的時(shí)候,你會(huì)怎么做?更簡(jiǎn)單的說,比如當(dāng)你不知道按下當(dāng)前這個(gè)按鈕會(huì)發(fā)生什么的時(shí)候,你會(huì)怎么辦?這很尷尬。因?yàn)槟銢]有控制權(quán),也沒有辦法為這個(gè)功能負(fù)責(zé)。如果,你清楚這個(gè)功能意味著什么,也擁有相應(yīng)的控制權(quán),情況就不一樣了。

關(guān)于控制權(quán),它不僅僅是掌控本身,首先用戶需要理解他們掌控的到底是什么,具體意味著什么,然后他們具有選擇的權(quán)利,這才算得上是掌控。還是拿之前的自動(dòng)記賬產(chǎn)品作為案例來說明吧。首先作為一個(gè)記賬服務(wù),后臺(tái)發(fā)生的事情其實(shí)很多,當(dāng)銀行的對(duì)賬單提交進(jìn)入系統(tǒng)之后,銷售開始推進(jìn)。在儀表盤中,系統(tǒng)會(huì)對(duì)管理員發(fā)送提醒和說明,這個(gè)時(shí)候管理員會(huì)對(duì)系統(tǒng)產(chǎn)生信任,并且開始具備掌控權(quán)。借助系統(tǒng)內(nèi)置的功能,以及系統(tǒng)提供的提示和說明,管理員可以掌控開支。相應(yīng)的,后臺(tái)雖然有著大量的數(shù)據(jù)處理,但是處理的結(jié)果也會(huì)最終輸出給管理員,其中異常值也會(huì)顯示出來,這樣的信息呈現(xiàn),會(huì)逐漸地從管理員那里贏得越來越多的信任。

4. 提供反饋幫助用戶確認(rèn)

當(dāng)你借助 APP,執(zhí)行完一個(gè)復(fù)雜的操作之后,你希望能夠看到行動(dòng)的結(jié)果。這次的操作順利嗎?結(jié)果是否正常?通常,用戶需要借助反饋來了解這個(gè)操作是否完成,通過確認(rèn),建立信心,同時(shí)也會(huì)對(duì)這個(gè) APP 有所信賴。就像當(dāng)你發(fā)送郵件,點(diǎn)擊發(fā)送按鈕之后,這封郵件的狀態(tài)從「草稿」變成了「已發(fā)送」,你可以從這個(gè)狀態(tài)變化中獲得確認(rèn)。

如果要更具體地來闡述,這不僅僅是關(guān)于確認(rèn),而是要讓用戶不再猶豫,完全的確信。當(dāng)用戶第一次使用產(chǎn)品的時(shí)候,他無法確信的到底是什么?我還是用案例來說明吧。舉個(gè)例子,電子發(fā)票是一種全新的交付方式,你希望在這個(gè)過程中,能夠正確的交付發(fā)票,并且被合適的人員處理。這樣做的主要原因是可以即時(shí)的獲得報(bào)酬。如果它能夠正常運(yùn)作,那么就有信心提供可靠的解決方案。比如,知道發(fā)票的接受者想要以電子發(fā)票的形式接收發(fā)票,或者在發(fā)票發(fā)出之后立即提供詳細(xì)的交貨狀態(tài),那么就可以直接從這種狀態(tài)變化中確知改變,也就是它發(fā)揮了效用,于是就沒有理由擔(dān)心了,因?yàn)楦犊羁赡芤呀?jīng)在進(jìn)行了。

5. 考慮潛在風(fēng)險(xiǎn)

當(dāng)用戶比較謹(jǐn)慎的時(shí)候,就不會(huì)采取風(fēng)險(xiǎn)較高的做法,即時(shí)他覺得有能力做到的時(shí)候。比如在高速公路上開車的時(shí)候收發(fā)郵件,或者是退休的老人使用移動(dòng)端手機(jī)購(gòu)買理財(cái)產(chǎn)品,這都是存在高風(fēng)險(xiǎn)的做法。盡量專注于穩(wěn)妥而風(fēng)險(xiǎn)較低的做法,試圖提供正確的方式,同時(shí)告知用戶潛在的風(fēng)險(xiǎn)到底高在哪里。

那么在產(chǎn)品設(shè)計(jì)的時(shí)候,具體要怎么做呢?要進(jìn)行重要操作的時(shí)候,比如提交稅務(wù)申請(qǐng)表或者付款的時(shí)候,這些一旦執(zhí)行就無法撤回的操作,最好是向用戶進(jìn)行二次確認(rèn),比如通過彈出框提示用戶,并且詢問用戶「你確定嗎?」,這樣的做法同樣是提升產(chǎn)品信任度的重要做法。


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