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当前位置： 首页 > 售后 > 艺源智库
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。

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