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    當前位置: 首頁 > 售后 > 藝源智庫
    接地氣干貨!攜程設計師體驗客服地推后的設計思考總結
    時間:2019-03-28 10:26:25
    文章發布:李陽
    原創作者:未知
    來源:優設

    接地氣干貨!攜程設計師體驗客服地推后的設計思考總結-藝源科技

    以往,交互設計師的日常主要是配合產品功能需求,快速地繪制線框圖,做原型demo,設計網站、手機上人機界面的交互——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。在設計的過程中我們大可以從固定的配合需求中跳出來,加入“服務設計”的理念,更廣泛地思考用戶與多服務觸點的關系,以求給用戶更好的體驗。


    服務設計概念

    所謂“服務設計”,簡言之,就是使你將要提供的服務有用、可用、高效、有效和被需要。比如乘坐地鐵,從進站,根據標識找到自動售票機,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,則這里的服務設計就得以應用了。

    論及服務設計,我們的思考聚集于5個基本的原則:以用戶為中心、共同創造、按順序執行、實物化展示和整體性。、

    接地氣干貨!攜程設計師體驗客服地推后的設計思考總結-藝源科技

    以與我們相關的酒店預訂為例,服務設計就要考慮用戶與該服務的不同觸點(比如依序為查詢酒店、預訂酒店、到店check-in、入住、離店點評),然后整合線上、線下資源(比如酒店、網站、App、call center),以用戶為中心來進行全面的設計,提升用戶對服務的滿意度。


    酒店服務設計現狀

    用戶在服務過程中,以時間為維度與相關觸點產生關系并形成體驗,從服務前的期待到服務中的體驗再到服務后的評價,形成服務的閉環。應用到酒店服務角度,就是從預訂前用戶對于酒店的期待,到預訂開始及至離店過程的體驗,再到離店后對酒店的點評。

    接地氣干貨!攜程設計師體驗客服地推后的設計思考總結-藝源科技

    以往,我們的設計僅集中在預訂-入住階段,即停留在關注單一界面和單一觸點的層級。而目前,攜程酒店UED擴大了對體驗觸點的探索,致力于提高用戶預訂酒店的全過程體驗。


    客服電話專訪

    在引入服務設計理念后,我們跳出了移動端和Web端固有設計模式的禁錮,以Call center這個容易被忽視的線下觸點為切入,進行研究和分析。

    接地氣干貨!攜程設計師體驗客服地推后的設計思考總結-藝源科技

    基于用戶的參與,服務設計才能形成完美的閉環,因此設計師派駐到上海、南通兩地的Call center,聽取電話接線員與客人的直接對話,來了解用戶的心聲(這里的用戶,既包括通過電話預訂的終端用戶,也包括使用后臺預訂系統的接線員)。在積累了問題和發現之后,UED邀請產品、業務、預訂員、開發等人員一起參與頭腦風暴,以焦點小組的模式來擴散并細化研究點,了解問題所在。

    接地氣干貨!攜程設計師體驗客服地推后的設計思考總結-藝源科技

    在此基礎上,用研團隊也通過問卷調研、消費數據分析等進行用戶分類?;趯τ脩舻恼J知,設計師在Call center中按不同用戶模型對預訂員深度訪談,來獲取更多酒店用戶的使用場景及習慣,發掘易被忽視的接線員的潛在需求;同時自己也充當預訂員角色,實際接聽用戶電話——服務是基于時間線的動態過程,所以設計時要基于用戶實際所在場景有節奏地逐層展示,接聽電話可以增強對每個節奏的了解,增強用戶預訂的自由度和控制感。

    接地氣干貨!攜程設計師體驗客服地推后的設計思考總結-藝源科技

    后續,設計師通過對已記錄問題的梳理及數據分析,總結出電話預訂服務中現有的痛點并發現潛在需求。然后根據應用場景,列出關鍵用戶之間的關系,整理出問題卡片,通過問題卡片以及服務體驗列出觸點,并把對應的問題卡片分派到各觸點上,令各觸點存在的問題一目了然。接著走查問題卡片,畫出用戶體驗路線圖,標出流程問題,為每個問題劃分類型和優先級。


    實地調研與走進銷售

    同樣的方法也被應用到客棧管理系統的設計,設計師在外出度假時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營情況入手逐漸深入交流,在不經意的談話與吐槽間把老板關注的觸點走查了一遍,由此發現了客棧加盟系統、管理系統中所未考慮到的用戶痛點和典型場景下的問題。青旅的加盟問題反饋到了業務部門,設計師則收獲了不少實際的軟服務提升點。

    接地氣干貨!攜程設計師體驗客服地推后的設計思考總結-藝源科技

    經過這樣完整的服務設計流程,設計師明顯更懂業務,“更接地氣”,也進一步發現在服務設計過程中要注重考慮全局,保證用戶每一次與服務互動瞬間都被考慮到。

    小程序開發
    標簽: 用戶體驗 經驗分享 網頁設計 設計師職場 設計思考
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