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接地氣干貨!攜程設(shè)計(jì)師體驗(yàn)客服地推后的設(shè)計(jì)思考總結(jié)
時(shí)間:2019-03-28 10:26:25
文章發(fā)布:李陽
原創(chuàng)作者:未知
來源:優(yōu)設(shè)

接地氣干貨!攜程設(shè)計(jì)師體驗(yàn)客服地推后的設(shè)計(jì)思考總結(jié)-藝源科技

以往,交互設(shè)計(jì)師的日常主要是配合產(chǎn)品功能需求,快速地繪制線框圖,做原型demo,設(shè)計(jì)網(wǎng)站、手機(jī)上人機(jī)界面的交互——可若僅限于此,不免有淪為“繪圖師”之虞。在屏幕上與用戶的信息交互,只是用戶行為的一環(huán)。在設(shè)計(jì)的過程中我們大可以從固定的配合需求中跳出來,加入“服務(wù)設(shè)計(jì)”的理念,更廣泛地思考用戶與多服務(wù)觸點(diǎn)的關(guān)系,以求給用戶更好的體驗(yàn)。


服務(wù)設(shè)計(jì)概念

所謂“服務(wù)設(shè)計(jì)”,簡言之,就是使你將要提供的服務(wù)有用、可用、高效、有效和被需要。比如乘坐地鐵,從進(jìn)站,根據(jù)標(biāo)識(shí)找到自動(dòng)售票機(jī),輸入目的地站,投幣完成購票取票,安檢入站……這一整套流程乘客如果能順利無障礙地完成,則這里的服務(wù)設(shè)計(jì)就得以應(yīng)用了。

論及服務(wù)設(shè)計(jì),我們的思考聚集于5個(gè)基本的原則:以用戶為中心、共同創(chuàng)造、按順序執(zhí)行、實(shí)物化展示和整體性。、

接地氣干貨!攜程設(shè)計(jì)師體驗(yàn)客服地推后的設(shè)計(jì)思考總結(jié)-藝源科技

以與我們相關(guān)的酒店預(yù)訂為例,服務(wù)設(shè)計(jì)就要考慮用戶與該服務(wù)的不同觸點(diǎn)(比如依序?yàn)椴樵兙频?、預(yù)訂酒店、到店check-in、入住、離店點(diǎn)評(píng)),然后整合線上、線下資源(比如酒店、網(wǎng)站、App、call center),以用戶為中心來進(jìn)行全面的設(shè)計(jì),提升用戶對(duì)服務(wù)的滿意度。


酒店服務(wù)設(shè)計(jì)現(xiàn)狀

用戶在服務(wù)過程中,以時(shí)間為維度與相關(guān)觸點(diǎn)產(chǎn)生關(guān)系并形成體驗(yàn),從服務(wù)前的期待到服務(wù)中的體驗(yàn)再到服務(wù)后的評(píng)價(jià),形成服務(wù)的閉環(huán)。應(yīng)用到酒店服務(wù)角度,就是從預(yù)訂前用戶對(duì)于酒店的期待,到預(yù)訂開始及至離店過程的體驗(yàn),再到離店后對(duì)酒店的點(diǎn)評(píng)。

接地氣干貨!攜程設(shè)計(jì)師體驗(yàn)客服地推后的設(shè)計(jì)思考總結(jié)-藝源科技

以往,我們的設(shè)計(jì)僅集中在預(yù)訂-入住階段,即停留在關(guān)注單一界面和單一觸點(diǎn)的層級(jí)。而目前,攜程酒店UED擴(kuò)大了對(duì)體驗(yàn)觸點(diǎn)的探索,致力于提高用戶預(yù)訂酒店的全過程體驗(yàn)。


客服電話專訪

在引入服務(wù)設(shè)計(jì)理念后,我們跳出了移動(dòng)端和Web端固有設(shè)計(jì)模式的禁錮,以Call center這個(gè)容易被忽視的線下觸點(diǎn)為切入,進(jìn)行研究和分析。

接地氣干貨!攜程設(shè)計(jì)師體驗(yàn)客服地推后的設(shè)計(jì)思考總結(jié)-藝源科技

基于用戶的參與,服務(wù)設(shè)計(jì)才能形成完美的閉環(huán),因此設(shè)計(jì)師派駐到上海、南通兩地的Call center,聽取電話接線員與客人的直接對(duì)話,來了解用戶的心聲(這里的用戶,既包括通過電話預(yù)訂的終端用戶,也包括使用后臺(tái)預(yù)訂系統(tǒng)的接線員)。在積累了問題和發(fā)現(xiàn)之后,UED邀請(qǐng)產(chǎn)品、業(yè)務(wù)、預(yù)訂員、開發(fā)等人員一起參與頭腦風(fēng)暴,以焦點(diǎn)小組的模式來擴(kuò)散并細(xì)化研究點(diǎn),了解問題所在。

接地氣干貨!攜程設(shè)計(jì)師體驗(yàn)客服地推后的設(shè)計(jì)思考總結(jié)-藝源科技

在此基礎(chǔ)上,用研團(tuán)隊(duì)也通過問卷調(diào)研、消費(fèi)數(shù)據(jù)分析等進(jìn)行用戶分類。基于對(duì)用戶的認(rèn)知,設(shè)計(jì)師在Call center中按不同用戶模型對(duì)預(yù)訂員深度訪談,來獲取更多酒店用戶的使用場(chǎng)景及習(xí)慣,發(fā)掘易被忽視的接線員的潛在需求;同時(shí)自己也充當(dāng)預(yù)訂員角色,實(shí)際接聽用戶電話——服務(wù)是基于時(shí)間線的動(dòng)態(tài)過程,所以設(shè)計(jì)時(shí)要基于用戶實(shí)際所在場(chǎng)景有節(jié)奏地逐層展示,接聽電話可以增強(qiáng)對(duì)每個(gè)節(jié)奏的了解,增強(qiáng)用戶預(yù)訂的自由度和控制感。

接地氣干貨!攜程設(shè)計(jì)師體驗(yàn)客服地推后的設(shè)計(jì)思考總結(jié)-藝源科技

后續(xù),設(shè)計(jì)師通過對(duì)已記錄問題的梳理及數(shù)據(jù)分析,總結(jié)出電話預(yù)訂服務(wù)中現(xiàn)有的痛點(diǎn)并發(fā)現(xiàn)潛在需求。然后根據(jù)應(yīng)用場(chǎng)景,列出關(guān)鍵用戶之間的關(guān)系,整理出問題卡片,通過問題卡片以及服務(wù)體驗(yàn)列出觸點(diǎn),并把對(duì)應(yīng)的問題卡片分派到各觸點(diǎn)上,令各觸點(diǎn)存在的問題一目了然。接著走查問題卡片,畫出用戶體驗(yàn)路線圖,標(biāo)出流程問題,為每個(gè)問題劃分類型和優(yōu)先級(jí)。


實(shí)地調(diào)研與走進(jìn)銷售

同樣的方法也被應(yīng)用到客棧管理系統(tǒng)的設(shè)計(jì),設(shè)計(jì)師在外出度假時(shí)邂逅了一家攜程未簽約的青年旅舍,于是瞬間角色代入成“地面推廣員”的角色,與客棧老板從閑聊客棧經(jīng)營情況入手逐漸深入交流,在不經(jīng)意的談話與吐槽間把老板關(guān)注的觸點(diǎn)走查了一遍,由此發(fā)現(xiàn)了客棧加盟系統(tǒng)、管理系統(tǒng)中所未考慮到的用戶痛點(diǎn)和典型場(chǎng)景下的問題。青旅的加盟問題反饋到了業(yè)務(wù)部門,設(shè)計(jì)師則收獲了不少實(shí)際的軟服務(wù)提升點(diǎn)。

接地氣干貨!攜程設(shè)計(jì)師體驗(yàn)客服地推后的設(shè)計(jì)思考總結(jié)-藝源科技

經(jīng)過這樣完整的服務(wù)設(shè)計(jì)流程,設(shè)計(jì)師明顯更懂業(yè)務(wù),“更接地氣”,也進(jìn)一步發(fā)現(xiàn)在服務(wù)設(shè)計(jì)過程中要注重考慮全局,保證用戶每一次與服務(wù)互動(dòng)瞬間都被考慮到。

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