Operation Platform-experience in interactive design of efficiency-type background management products

This article has been published by the author Yao Yiyun to authorize the Netease cloud community.

Welcome to the Netease cloud community to learn more about the operation experience of Netease technology products.

Whether it's a class C product with bright and bright interfaces, or a class B Product with stable business temperament, if a product has operation behavior, there must be a background for the team's own people, that is, the operating platform. It is easy for people to focus on the user experience of the masses, and their own user experience has a lower priority. I spent a whole year with the operating platform on the eve of the Day, and finally learned from nothing, and I felt that the time was so fast that I could not see it.

Before I write my own articles, I am afraid that my qualifications are still relatively biased. Therefore, I read some documents and learned that the product and interaction design of various operation backend systems is generally overlooked. There are not many research materials on background products, but it is interesting that some Internet workers have analyzed why most operating platforms are very difficult to use, such as articles (Click here ): why did 99% of the operating backend crash in the era of user experience [di yuno explosion ]?

The main keyword of this article is "design experience". We all know that we must first understand the product before design. Therefore, the author simply analyzes the user group and product features. As long as you understand the user and the product itself, the user experience goal is clearly visible.

The "operation platform" mentioned in the following article specifically refers to the operation platform of the Netease cloud Basic Service (originally Netease honeycomb) that I participated in the design. different platforms have different functional requirements for the operation backend, I will also summarize the common points.

1. "Self-demand"-User Group of the operating platform

The user base of the operating platform covers a large number of positions, and the user habits of different positions are also quite different. In the user scenario of the operating platform, the following is an analysis of several major users (table 1 ).

 

Position	Responsibilities	Operation content	Demand Extraction	Experience Objectives
Customer Service staff	Customer Service personnel communicate with customers in various ways, collecting, analyzing, managing, and applying customer data to support all parties.	View user data, copy ticket Q & A, single adjustment operation, Batch adjustment operation	User information presentation, Ticket Q & A, query, modify, Single adjustment function, Batch Adjustment	Easy to query, clear and easy to browse, easy to find and copy and paste ticket Q & A, easy to execute adjustment operations
operation personnel	in a broad sense, all manual interventions around website products are called operations. O & M personnel maintain all operation behaviors (such as review, statistics, management, and billing) of products through the operation background, mostly focusing on users.	View user data, review various certifications, process Public Beta application, record filing system management, collect user information, send SMS emails, send various announcements, issue coupons, adjust various fees	User information presentation, review information, Record Filing, domain name view other information, export data statistics, send text messages, emails, insite emails, announcements, etc., coupon management, fee adjustment function, operation record function	easy-to-query information, clear and easy-to-browse information, clear operation processes for sending information, clear feedback, clear audit information classification, easy to trace, accurate and easy to export data statistics, easy to perform adjustment operations
Market & channel staff	The main responsibilities of the marketing department are to investigate consumers, analyze and predict competitive brands, and propose future market development directions and plans, plan and organize promotional activities, and attract customers through channels.	View user data, Process user applications, Channel promotion management, URL management, Statistics of channel information, Channel vendor management, Activity management	User information presentation, Review information, Channel information presentation, URL generation function, Data Statistics export, Channel vendors add, delete, modify, query, Activity addition, deletion, modification, and query	Easy to query, clear and easy to browse, clear audit information, easy to trace, accurate and easy to export data statistics
Sales Staff	Sales staff are the people who have the most recent contact with users in the team. They can literally understand their responsibilities, that is, they are responsible for pre-sales and after-sales communication with customers.	View user data, View order information, Collect User information, Various fee adjustments	User information presentation, Data Statistics export, Fee adjustment function, Operation record Function	Easy to query, clear and easy to browse, easy to trace, accurate and easy to export data statistics, easy to execute adjustment operations
Developers and O & M personnel	Developers and O & M personnel need to view and control product data in the background during the use of products, and perform O & M operations such as setting the environment.	View user data, View product information, Adjust configuration data, Development and O & M operations,	User information presentation, Product information presentation, Configuration, O & M adjustment,	Easy to query, clear and easy to browse, and timely adjustment feedback
Super administrator & Product Manager	The product manager role is actually the manager responsible for a product. They have the highest permissions to define and design products, coordinate project progress, collect statistics and analyze data, and mine product requirements. The goal is to promote the realization of product goals.	View user data, Set User Permissions, Set administrator permissions, Process permission application, Collect User information, Function adjustment	User information presentation, Permission information presentation, Permission setting function, Administrator addition, deletion, modification, query, Review information, Function adjustment, Operation record Function	Easy to query, clear and easy to browse, clear audit information, easy to trace, accurate and easy to export data statistics, easy to learn and execute adjustment operations

Table 1

 

 

Ii. "background products are also products"-features of the operating platform

Due to the gap between functions and product positioning, background products and user-end products are essentially different. The author summarizes the unique features of some operation platform products, as shown below:

 

1. Diversity

In the first part, I listed various users of the operation platform. It may be obvious that there is a big difference between users, that is, the user group is diverse. The operation requirements and experience objectives of different users are different, so that the operation platform must take into account the user habits of different functions during design, so as to ensure that the platform can meet the operational needs of all users, diverse and comprehensive functions.

 

1. Data drive

When using the operating platform, users are most concerned with data. No matter which type of user performs any operation, it is almost all aimed at viewing a certain data, because the data as the core information is the most and most important component of the operation platform.

 

1. Efficiency-oriented

From the perspective of users' emotional experience, the operating platform users agree that "high operational process efficiency" is the best experience standard. If an operation flow affects the operation efficiency due to interface beautification or other reasons, this process is a "bad experience" for them ", it may even lead to emotional dissatisfaction and other negative effects. Therefore, "efficiency" can be said to be the guiding Keywords of design.

 

1. Easy to learn

The "Customer Service" of platform products is often the developer, and developers may change. If one or more processes are not easy to learn and understand, the result may be that no one can understand them, reduced to redundancy. In addition, if the learning cost is too high, it will also affect the efficiency problem we mentioned above, so that the speed of teamwork slows down and unnecessary communication occurs. Easy to learn and understand, allowing users to see clearly, is a very important and essential feature.

 

1. Rigor

The information recorded on the operating platform is very important and may even be confidential and disposable. Imagine if a user misoperations when using the operating platform, the consequence may be that the enterprise suffers huge economic losses, loss of customers, influence of reputation, or even employee loss. Therefore, every operation on the operating platform must be carried out strictly and take into account risks and consequences during product design and user operations.

 

1. Weak Correlation

In contrast to the first feature, the diversity of user groups leads to the diversity of functions, while the relationship between functions is mostly weak. For example, the user registration statistics and coupon issuance functions can even split the two functions into two products if necessary. The other advantage of weak associativity is that if a function point or data error occurs, the impact on other function points is almost zero, thus reducing the loss of the enterprise when an error occurs.

 

3. "designing for the people"-operating platform design principles

Through the first part of the extraction and analysis of user needs and the second part of the summary of the characteristics of the operation platform, combined with the experience learned in the work, the author summed up the design principles of the operation platform, for reference:

1. High degree of freedom (felixiable)

Because the operation platform is diverse, designers have a high degree of freedom in design while unifying the global style. In the same product, they can design different functional pages suitable for different user groups.

 

1. All for Data)

As the core presentation information, data is the most and most important component of the operation platform. There may be a huge amount of data and a large amount of information. In the design process, you should carefully consider the data presentation form and focus based on your needs, so that you can achieve your goal faster.

 

1. Efficiency first)

According to the efficiency-oriented conclusion mentioned above, "efficiency" is the first consideration in designing and operating platform products, and is also the most direct judgment criterion for user experience. Aesthetic, hierarchy, and other design considerations also need to make some sacrifices when there is no balance between choices.

 

1. Neat & Easy)

Low-cost learning doubles the efficiency and is "simple and easy to learn". You may have understood its meaning literally. It is not only the design principles of the operating platform, but also the design principles of many products.

 

1. Precise feedback (accurate feedback)

In view of the high cost of misoperations, when designing the operation platform, you must consider whether feedback is required for each step and whether the feedback is clear and clear. Accurate feedback also gives users a better user experience and increases productivity.

 

1. Independent and integral (part is whole)

Because of the weak relevance between the functions of the operating platform, if the relationship between functions is weak or unrelated during design, there is no need to strengthen the relationship, try to split each function at any time during the design, so that permissions of different users are easily controlled, and the error rate can be reduced to reduce risks and losses.

 

 

4. "I understand everything. I only need to do what I need"-an example of the operation platform design details

 

● The OPERATION button replaces the icon with text. This improves the time and efficiency of understanding.

 

● Export Operation feedback. When exporting a large amount of data, there may be a long time difference from clicking export to Starting Download. If there is no feedback, the user will think that clicking does not respond and clicks repeatedly, finally, many downloads may cause system crashes.

● Drop-down multiple selected styles. You need to select multiple at the same time and make it easy to modify.

(More to be added later)

 

V. Summary

I have interviewed various users on the operation platform and gained some recognition and collected many suggestions. In the future, this product will become more and more useful, I also believe that more in-depth content will be shared in the next summary.

Free trial of cloud security (yundun) content security, verification code and other services

For more information about Netease technologies, products, and operations, click.

Related Articles:
[Recommended] easeljs of canvas animation library createjs (Part 2)
[Recommendation] grass community Cache Design
[Recommendation] Check the application of big data in the Game Industry

Operation Platform-experience in interactive design of efficiency-type background management products