伊人直播app官方正版下载_伊人直播高品质美女在线视频互动社区_伊人直播官方版

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京東內(nèi)部資料:超好用的用戶體驗(yàn)提升模型
時(shí)間:2019-12-20 09:33:51
文章發(fā)布:李陽(yáng)
原創(chuàng)作者:未知
來(lái)源:互聯(lián)網(wǎng)

用戶體驗(yàn)一直是我們?cè)诋a(chǎn)品設(shè)計(jì)中反復(fù)強(qiáng)調(diào)的問(wèn)題,那么我們應(yīng)該怎樣提升用戶體驗(yàn)?zāi)兀?/p>

經(jīng)過(guò)項(xiàng)目中不斷的探索與研究,結(jié)合幾個(gè)方法論,我們整合出了一套用戶體驗(yàn)提升的方法流程——用戶體驗(yàn)提升模型。下面就來(lái)詳細(xì)的介紹一下,希望能給大家?guī)椭蛦l(fā)。

先問(wèn)幾個(gè)問(wèn)題?

    • 你知道你所負(fù)責(zé)的產(chǎn)品/設(shè)計(jì)方案的用戶體驗(yàn)好還是不好?

    • 產(chǎn)品/設(shè)計(jì)方案體驗(yàn)不好時(shí)應(yīng)該怎么做?

    • 這個(gè)產(chǎn)品/設(shè)計(jì)方案的體驗(yàn)具體有哪些問(wèn)題?

    • 怎么優(yōu)化出現(xiàn)的體驗(yàn)問(wèn)題?

    • 哪些模塊或頁(yè)面的問(wèn)題最迫切需要解決?先優(yōu)化哪些?后優(yōu)化哪些?

用戶體驗(yàn)提升模型能很好的幫我們解決以上問(wèn)題。

先介紹一下用戶體驗(yàn)提升模型的流程:線上版本調(diào)研 – 協(xié)作啟發(fā)式評(píng)估 – 問(wèn)題分析整理 – 優(yōu)化方案。

這篇文章也會(huì)以這個(gè)流程一一介紹。

京東內(nèi)部資料:超好用的用戶體驗(yàn)提升模型-藝源科技

一、線上版本調(diào)研

也可以是設(shè)計(jì)方案,我們采用了 SUS系統(tǒng)可用性量表進(jìn)行調(diào)研,SUS 是評(píng)估產(chǎn)品可用性的一個(gè)花費(fèi)少,但十分有效的工具。該量表包含了10條定向問(wèn)題,每個(gè)問(wèn)題均為5分,按強(qiáng)烈反對(duì)(1分)到非常同意(5分)評(píng)分。(各位小伙伴可自行網(wǎng)上查詢系統(tǒng)可用性量表,有很詳細(xì)的介紹,在這里不贅述了。)

最佳的方式是在線上直接上一個(gè)問(wèn)卷調(diào)研來(lái)收集真實(shí)用戶的反饋,然后對(duì)收集到的結(jié)果做如下算法:

  • 對(duì)于奇數(shù)序號(hào)的問(wèn)題,將其得分減1;

  • 對(duì)于偶數(shù)序號(hào)的問(wèn)題,將其得分被5減去;

  • 將所有問(wèn)題的減法后得分加在一起,然后乘以2.5;

  • 計(jì)算出的結(jié)果即為我們產(chǎn)品可用性的得分。

1. 那么如何通過(guò)評(píng)分看出一個(gè)產(chǎn)品的好壞?

上圖是一個(gè)評(píng)分參考,通過(guò)數(shù)據(jù)得出,系統(tǒng)可用性量表最終算出的評(píng)分達(dá)到70分左右,就可以比市面上一半產(chǎn)品可用性要好,也就是說(shuō)這個(gè)產(chǎn)品的用戶體驗(yàn)算是合格了。

但是系統(tǒng)可用性量表的評(píng)分結(jié)果是抽象的,這個(gè)分?jǐn)?shù)只能讓我們大概了解產(chǎn)品用戶體驗(yàn)的好壞,在具體問(wèn)題上卻是缺失的,那我們知道產(chǎn)品評(píng)分較低時(shí)我們?nèi)绾尉劢巩a(chǎn)品的優(yōu)化方向呢?

二、協(xié)作啟發(fā)式評(píng)估

1. 為什么是協(xié)作啟發(fā)式評(píng)估而不是啟發(fā)式評(píng)估?

因?yàn)閱l(fā)式評(píng)估主要由幾名交互專家以角色扮演的方式來(lái)完成設(shè)置的任務(wù)給出評(píng)估結(jié)果。優(yōu)點(diǎn)是成本低、快捷,缺點(diǎn)也顯而易見,一是交互專家團(tuán)隊(duì)中不一定有或者很少,二是可用性問(wèn)題意見一致率很低,并不能很明確的指出為什么這是一個(gè)體驗(yàn)問(wèn)題,有很多個(gè)人因素的主觀見解。

因此我們決定用協(xié)作的形式來(lái)進(jìn)行評(píng)估,而且不需要交互專家,可以是用戶、測(cè)試、設(shè)計(jì)、產(chǎn)品、運(yùn)營(yíng)、商務(wù)等等,只要愿意參與測(cè)試,就可以。協(xié)作啟發(fā)式評(píng)估以小組為單位,能夠很好的整合出更多的問(wèn)題,而且更準(zhǔn)確。你說(shuō)他們也不是交互專家,能起到好的結(jié)果嗎?竟然都整理出方法了,那答案當(dāng)然是能啊。

為什么能,因?yàn)檎麄€(gè)評(píng)估過(guò)程中,我們是有最新的可用性原則來(lái)給予啟發(fā)的,有了這套可用性原則,一秒變專家。

說(shuō)到可用性原則,了解用戶體驗(yàn)的都知道尼爾森的十大可用性原則,但是從1995年提出到現(xiàn)在,已經(jīng)過(guò)去了二十多年,互聯(lián)網(wǎng)世界已經(jīng)發(fā)生了巨大的變化。在這樣的情況下,尼爾森的十大可用性原則明顯有些不那么符合或者說(shuō)不能給出針對(duì)現(xiàn)今產(chǎn)品太全面的啟發(fā),所以,我們重新整理了一套可用性原則,這套可用性原則更針對(duì)現(xiàn)今互聯(lián)網(wǎng)產(chǎn)品,基本可以覆蓋到所有出現(xiàn)的用戶體驗(yàn)問(wèn)題。

我們稱之為最新21條可用性原則。

有了這21條,可以讓任何沒(méi)有用戶體驗(yàn)知識(shí)的人參與到協(xié)作啟發(fā)式評(píng)估中來(lái)了,一秒變專家了。當(dāng)然,這21條可用性原則我們也會(huì)迭代優(yōu)化,目的是做到更符合現(xiàn)今產(chǎn)品、更全面的可用性原則。

2. 通過(guò)什么來(lái)確定的這21條可用性原則?

首先,我們都知道用戶體驗(yàn)五要素,這已經(jīng)是做產(chǎn)品設(shè)計(jì)的基本常識(shí)了。我們來(lái)看這五個(gè)層級(jí)對(duì)用戶體驗(yàn)?zāi)墚a(chǎn)生影響的有哪些?戰(zhàn)略層一定不會(huì),如果一個(gè)產(chǎn)品立項(xiàng)了、已經(jīng)上線了,一定是戰(zhàn)略層成立了,如果戰(zhàn)略層出現(xiàn)了問(wèn)題那就要重新考慮產(chǎn)品要不要做或者是改變方向了。那么剩下的4個(gè)層級(jí)呢?范圍層、結(jié)構(gòu)層、框架層、表現(xiàn)層,其實(shí)都會(huì)出現(xiàn)用戶體驗(yàn)的問(wèn)題。那我們看看這幾個(gè)層級(jí)所包含的內(nèi)容,視覺(jué)呈現(xiàn)、界面設(shè)計(jì)、導(dǎo)航設(shè)計(jì)、信息設(shè)計(jì)、交互設(shè)計(jì)、信息架構(gòu)、功能規(guī)格、內(nèi)容需求,這樣的話就有8個(gè)大類,然后我們通過(guò)多年的經(jīng)驗(yàn)和對(duì)尼爾森可用性原則的理解,把可用性原則對(duì)應(yīng)到這8個(gè)大類中,最后得到了這分類明確的21條可用性原則。

但是分了這8個(gè)類有什么用呢?讀下去,你就會(huì)知道。

3. 具體方法

先說(shuō)說(shuō)調(diào)研的具體方法。我們以協(xié)作啟發(fā)式評(píng)估的方法,組織好調(diào)研小組(8人以上,樣本越多越好,反正最后還要去重),宣講完流程方法和操作任務(wù),就可以開始進(jìn)行評(píng)估了。我們一般為了省時(shí)間,宣講完就把表格發(fā)下去,讓他們自己找時(shí)間完成表格,然后再收回來(lái)。

這個(gè)表格就是用戶體驗(yàn)問(wèn)題記錄表。包括問(wèn)題所在位置、對(duì)應(yīng)的21條可用性原則、嚴(yán)重程度等級(jí)、問(wèn)題描述。

三、問(wèn)題分析整理

1. 收集了一堆問(wèn)題之后應(yīng)該怎么做呢?

通過(guò)小組會(huì)議討論,把相同、相近的問(wèn)題統(tǒng)一成一個(gè),可優(yōu)化的問(wèn)題保留下來(lái),不是體驗(yàn)問(wèn)題的去掉,然后整理到一起,這就是整個(gè)產(chǎn)品存在的大大小小、各種各樣的問(wèn)題了。

接下來(lái),我們引入另一個(gè)方法,就是用戶體驗(yàn)八陣圖。

這張用戶體驗(yàn)八陣圖的8個(gè)點(diǎn)是不是有些眼熟?沒(méi)錯(cuò),就是最新21條可用性原則里的8大分類,這就是上文為什么分為8個(gè)類的原因。中心向外為問(wèn)題嚴(yán)重等級(jí),依次為:小問(wèn)題(1)、次要問(wèn)題(2)、主要問(wèn)題(3)、災(zāi)難性問(wèn)題(4),一一應(yīng)對(duì)到「用戶體驗(yàn)問(wèn)題記錄表」中的「問(wèn)題嚴(yán)重等級(jí)」。

2. 怎么使用呢?

首先,對(duì)記錄表里的「問(wèn)題位置」進(jìn)行歸類,以模塊化區(qū)分,比如把登錄注冊(cè)流程做為一個(gè)模塊,用一張八陣圖來(lái)表示,最終把產(chǎn)品的每個(gè)模塊都用一張八陣圖來(lái)承載所對(duì)應(yīng)的體驗(yàn)問(wèn)題。

然后,把收集到的問(wèn)題以「點(diǎn)」的形式點(diǎn)到對(duì)應(yīng)模塊的八陣圖當(dāng)中。

哪個(gè)模塊問(wèn)題最多?問(wèn)題出現(xiàn)在哪個(gè)方向上?是視覺(jué)?還是交互?還是內(nèi)容?哪些問(wèn)題很嚴(yán)重需要迫切解決?一目了然。

四、優(yōu)化方案

  • 通過(guò) SUS系統(tǒng)可用性量表知道了產(chǎn)品的整體體驗(yàn)處于什么水平。

  • 通過(guò)協(xié)作啟發(fā)式評(píng)估知道了產(chǎn)品的用戶體驗(yàn)到底有哪些問(wèn)題。

  • 通過(guò)最新21條可用性原則知道了如何避免出現(xiàn)體驗(yàn)問(wèn)題。

  • 通過(guò)用戶體驗(yàn)八陣圖知道了哪些模塊最迫切需要優(yōu)化。

知道了這些,我們進(jìn)行產(chǎn)品優(yōu)化的時(shí)候還會(huì)不知道如何下手嗎?接下來(lái)就要靠你自己了,你一定會(huì)做的更好。

當(dāng)然,這套模型只能對(duì)線上產(chǎn)品的用戶體驗(yàn)提升起到一定幫助,一個(gè)產(chǎn)品真的厲害還要從戰(zhàn)略層一步步做起,我們需要去清楚的知道產(chǎn)品的目標(biāo)是什么,我們能提供什么,我們想要去得到什么。對(duì)于產(chǎn)品的迭代,我們可以從使用人群(目標(biāo)客戶),主要功能(產(chǎn)品的服務(wù)方向),產(chǎn)品特色(與競(jìng)品的差異化),商業(yè)價(jià)值(盈利模式)上深入研究。

結(jié)語(yǔ)

好了,到這里就為大家介紹完了這套用戶體驗(yàn)提升模型,如果還有什么不清楚的地方,隨時(shí)歡迎大家咨詢,期待與大家一起探討。


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