1 pain point Shazhao: Available tests
1.1 Use of the test can be Remedies On Introduction
VALUE of USER TEST
Using the user with real practical operation of nuclear Center Weighted task in a particular scene, exposure to various types of pain points, and help optimize product design team to enhance.
1 product concept phase: exploring what content and features of the new product should contain, at full EMPTY Using household needs - Explore
2 product lines of: before and after publication or release of the latest version of the test, by evaluating available Use of, eliminate potential iteration ⻛ risk, predict in advance Use households adapt to the situation and possible questions - ⻛ control
3 of iterative optimization: The current version of the investigation point to experience pain, ⽐ than the product / competing products, A / B ⽅ pros and cons of the case - Positioning
What measure 1.2
1.2.1 Product Testing
1.2.2 Everything can be measured
1.3 measure how
1.3.1 Task Design
• Define the mission, mission-critical products are the best
• Describe the task belongs scene
• Determine the starting point for still mission accomplished
• write the mission statement (Using household use)
• script writing task and a record sheet (Fellow Use)
1.3.2 task script
(Example: testing new search list can ⻚ Use of)
1. screening, warm up, the principle of confidentiality instructions,
2. Face the basic information, product Using background
3. explain the destination time standard task (task description)
• Scene: ⺟ pro Festival is coming up, you want to pick for the mother ⼀
• Task: Please search for related words, see paragraph 3 commodities of interest from the search results, and select the appropriate items to add ⾄ paragraph 1 shopping ⻋, and inform the selection reasons.
4. The observation points during the task of
5. Evaluation of experience with competing products Contrast
6. Conclusion
1.3.3 task
Grossly: I see the user's operation Using the earphones to listen to: Use households think aloud thinking aloud
1.3.4 Tasks
-Connector, said: guide Using user review steps your watch in mind: to quantify scoring
1.4测试注意事项
1.样本数量:5-8⼈(单⽤户组)
2. 建议邀请关键⼲系⼈观察或拍摄录制
• 测试5个⽤户⼤约可以发现85%的可⽤性问题
• 10名参与者发现82%到85%的可⽤性问题
• 5-8⼈时,价值密度最⼤
3. 不要⼲扰⽤户执⾏任务,使⽤回顾法进⾏提问
(1)应对⽤户提问
(2)发现⽤户错误/遗漏
4. 如涉及未上线测试内容,可联系法务编写保密声明
1.5可⽤性测试记录与分析
A.影响程度统计
(1)性质:失败>费⼒>不满意
(2)频率:1⼈,2/7⼈,全部;30%⼈
B.问题还原模版
问题概述:客户化视⻆阐述问题,如“完全式扫描搜索列表”应描述为“对搜索列表⻚呈现结果,逐个检视,观察主图、服务保障标签及价格,未使⽤筛选功能”。
⽤户任务及场景:提供问题发⽣的背景,帮助我们了解⽤户想进⾏什么操作时发⽣了什么样的问题。
问题详述:对⽤户体验问题详细的描述,⽐如:⽤户在什么⻚⾯,进⾏了什么操作,界⾯发⽣了怎样的交互等。
问题分析:出现此类问题原因是什么
解决⽅案:针对问题产⽣的原因提出可能的解决⽅案。
结果分析:
• 问题整理
• 问题影响程度判定
• 问题还原,论述发⽣场景
• 团队沟通,制定解决⽅案
2定量体验评估⽅法
2.1定量体验评估
VALUE of Experience Survey
收集真实⽤户的体验journey感知评价,量化反映产品体验⽔平,帮助产品体验提升与竞争⼒决策。
⽅法优点:
• 定量调研取样范围⼴,样本量⼀般不低于300
• 问卷调研问法精确、⾃发填答,降低期待者偏差(⽪格⻢利翁效应)
• 样本范围保持⼀致时,可定期调研对⽐
• 可交叉各种维度,⼀份问卷多⻆度分析
⽅法缺点:
• 问卷编写有⼀定专业性要求
• ⽬标群体选择对结果有较⼤影响
2.2常⽤定量调研⽅法与样本量要求
常⽤⽅法:
• 满意度
• NPS
• ⽂本分析
• 痛点发⽣率
2.2.1满意度
⽅法说明:
• 常⽤:5级量表
• 满意度= (⾮常满意+满意)/样本量
• 需筛选有评价资格⽤户:使⽤经验
• 需备注解释专⽤名词/⾮⼝语词
• 需给出出⼝选项:不清楚/⽆法评价
• 可设置多级满意度指标体系:
1. 电商平台整体
2. ⻩⾦流程
3. 购物⻋/结算⻚/在线⽀付
2.2.2NPS净推荐值
2.2.3痛点发⽣率
⽅法说明:
• 多选题
• 痛点发⽣率=单选项选择⼈数/该题⽬答题⼈数
• 建议增加出⼝选项
• 建议选项顺序随机(固定出⼝)
• 选项设计覆盖全⾯,互不叠
• 选项表述简洁、标准化、⼝语化
2.2.4主观题
⽅法说明:
• 主观题
• 建议⾮必答,增加引导
• 分析维度:
1. 代表性案例
2. 要素评估:情绪效价+词频 (正向提及率、负向提及率)
• 分析⽅法:各类语料库词云软件
3核⼼⽅法串讲:机票项⽬案例
3.1调研需求
3.2⽅法串讲