Successful product design: thinking of peripheral products

Article Description: Product design principles of the six--improve the product's surrounding services and ancillary facilities.

According to their daily work on product design understanding, made a series of product design principles of five articles. Originally intended to record their own knowledge and experience, at the same time to share it, a total of those who need to explore. Did not expect more than a csdn recommended to the home page, at the same time by a number of Web sites reproduced, feel more than glory. I would like to write that five as a series, and later in the product's operation and development encountered a series of things, I reflect, decided to append such an article, as the last article in this series. Of course, if there is in the product design of the feelings, only as a supplement to this series.

Microsoft has a big market, and many times we accuse Microsoft of relying on monopolies to get the market. But have we ever wondered how he built up a monopoly? I think Microsoft does a large number of reasons: the first is to do the use of products is very simple, easy to start, has a large number of user base, followed by supporting facilities, the surrounding products more. There are problems with Microsoft products that can always find a solution, either from a book, or from a network or MSDN. Similarly, those who occupy a certain market share of products, always have excellent after-sales service and ancillary facilities. Some products are not bad in themselves, but you can't even find a formal help document. Can not buy the right books, one of the total use of these products, will make people from head to toe pain.

When we operate the payment system, we have encountered something that makes people laugh and cry. Also let me reflect that we should do a good job in the periphery of the product: One day a village agent Point dozen calls saying that the payment system can not log on, the error is: Unable to connect to the remote server. So he sent QQ Remote Assistance, to help him remote debugging software. He replied, QQ is not on. I realized there should be a problem with the network. Ask him if the website can be opened? He said it could be opened. hao123 Normal? I explained to him a lot, hao123 may be due to the caching problem, and the QQ login timeout is probably your network has problems. The other side of the abuse: clearly your software problem, a few days can not log on, you said I have a network of problems, QQ Landing does not land with your software has fart relationship? ...... Anyway, it was moments. Of course, the reason for the last thing is: he forgot to renew the network cable expired, and then the software is normal after the renewal. But what is not important, it is important that there are a few phone calls a day to ask a similar question, or the computer is poisoned, or the computer network cable impassability ... Our software generally according to in the countryside, the user cultural quality and the computer operation level are not high. First they don't understand the common-sense problems we think are normal, and second they rensili what they think of their computer, and that's what's wrong with communication. Even if you can communicate, but the number of users, the total can not be resolved every day, but cannot be resolved.

In product design There are a few famous sayings: One of the products is called a good product is not required manual products, anyone to see on the start, use, such products can be successful. But at the same time there is a sentence called: we will never understand the user's heart, just as the day does not understand the dark night. Even if we do a good product, also can not guarantee that all people can start to see, a start will be used, a proficient. For example: Our agent some of the difference between the case is not clear, every time accidentally press CAPS LOCK, always shut down and restart, and more than 60% can not distinguish between the full and half angle, 80% do not know how to do the system, do not know what is a virus trojan, more than 45% users do not even know how to modify the password. So the necessary peripheral services still have to keep up. When the peripheral products were put forward, our team wondered what we should do in the end. How do you do that? I think all of you should have similar questions, then I would like to pay for the peripheral products of the software to make a list.

1, we must do a very good help document, how to use the classification of the system well. Considering our agency culture level is relatively low, so we decided to make each operation into video. Then sort out the list. This agent can be viewed through the video, it is easy to learn how to use.

2, for the agent on the case will not distinguish and full angle half corner, we have made improvements in the software. Whether the agent input is full or half angle, whether it is uppercase or lowercase, all converted to lowercase and half-width.

3, we consider the user even QQ will not use, or no QQ number, we do an online communication, and can use Word segmentation technology. There are problems in the present time, our program first analysis whether there are the same problems have been raised, will find a push to the agent, if it is a new problem, automatic transfer of artificial customer service.

4, for some of the agents to the computer operating level is very poor, so we have collected a large number of computer operation video. Convenient agent to learn computer attempts, and QQ use. Improve the operation of the agent to help them solve general problems.

5, the agent will not modify the password, we will periodically pop-up reminders, or force it to modify the password,

6, taking into account the agent often on the internet, but the use of the Internet is relatively low quality, easy to be deceived, so we list out of the Internet cheated some cases, so that agents can prevent cheating.

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According to the above ideas, we put the software around the gradual expansion, regardless of the number of customer service calls, or the agent's response, are in good. So we think a good product, but also need a good peripheral products to foil. Flowers need greenery to accompany, to look beautiful. So according to the product to do the surrounding products, not only to help the products are accepted by users, and even help expand the product management.