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客户体验强调产品在实际生活中被用户使用的方式,不是从开发者内部来看产品有哪些功能,而是从其外部来看用户怎样使用这些功能并与之交互。电信产品开发往往是从技术创新角度出发,依赖开发人员的直觉进行封闭式开发,开发过程缺少客户互动,过多地从企业内部角度考虑产品的功能、交互、技术、系统等,导致开发成果不符合用户需求和使用习惯,最终导致产品与市场脱节。目前,一些运营商已经注意到产品开发“以客户为导向”的重要性,将客户体验测试作为新产品上市之前的必要管控环节,新产品开发完成后,邀请真实用户对产品的好用性和易用性进行体验测试,以便发现影响用户感知的问题。
Customer Experience Emphasizes the way products are consumed by users in real life, not from what the product does internally to the developer, but from how the user externally uses and interacts with them. The development of telecom products often starts from the perspective of technological innovation and depends on the intuition of developers for closed development. The development process lacks the interaction of customers and excessively considers the function, interaction, technology and system of the product from the perspective of the enterprise, leading to the fact that the development result is not Meet the user needs and habits, eventually leading to product and market out of touch. At present, some operators have noticed the importance of product development “customer orientation ”, and have taken customer experience testing as a necessary management and control link before the launch of new products. After the development of new products is completed, real users are invited to make good use of the products Sex and Ease of Use Experience testing to find issues that affect user perception.