User Interaction Design: Website User satisfaction problem design

Web page Production WEBJX article introduction: settings for user satisfaction issues.

In the daily operation of the website, in order to collect the user feedback of different products, we can hang out the feedback entrance in each product's page, which can help the product manager to listen to the user's voice indirectly, and understand the pain point of the product and obtain the improvement demand. At the same time, the feedback questionnaire can be added to the topic of satisfaction, to a certain extent, the user's feelings quantified, when the amount of feedback is too large to digest quickly, the quantification of the satisfaction of the topic can be faster to promote product improvement.

Set up the satisfaction problem in the user feedback questionnaire, pros and cons, the advantages are as before, can quickly grasp the feelings of some users, but also to long-term continuous access to some of the user's evaluation of the product; The main problem is that the data does not represent all users, the feedback entry copy, location, the user attributes of the product itself and other factors. Although the majority of users are silent, the study of satisfaction shows that users who are willing to make sounds are more likely to turn into loyal users, and it is these fans that have contributed to the development of the Web site to some extent. Therefore, the feedback questionnaire is still a more friendly way to obtain user experience.

Different product feedback questionnaires have satisfaction scores, how to compare it? Take Taobao as an example, landing page users are the vast number of buyers, sellers; The user of the rights page is mainly the buyer who encounters the transaction dispute; the Seller tool user is the seller who purchased the product. There are too numerous, these pages have user feedback portal, feedback questionnaires are satisfied with the topic, these product satisfaction scores for horizontal contrast, is it possible?

Everyone will have concerns, first of all products of different user groups, followed by the products to fill in the feedback questionnaire users with different emotions, and again the product to fill in the feedback of the will to fill in the feedback of the opportunity are not the same, simply to compare, certainly not appropriate.

The opening of the story provides a comparison of ideas, of course, this also needs to have a major premise is that each product satisfaction score in the middle of the user, can represent the average level of this product. With this premise in place, the analysis can be carried out under the existing conditions, otherwise there will be no consensus but stagnation. After the standardization of product satisfaction data, the concerns mentioned in the previous paragraph can be weakened.

The setting of the satisfaction problem

Because is in the user feedback questionnaire to set up the satisfaction question, this kind of questionnaire is different from sends the invitation letter the formal research questionnaire, the user mainly is for the feedback opinion, therefore is not suitable to set up the multi-channel satisfaction question.

When comparing the satisfaction of each product, the index should be unified as far as possible in order to get the comparative data of multi-angle. The proposal to find the site's most critical 3-4 common components, such as typesetting, function, content, vision, and overall satisfaction, constitutes a simple satisfaction evaluation criteria.

Degree of satisfaction with the topic of five scale, or level seven or 10 scale can be developed according to research purposes, the indicators of each product to maintain unity. Or back to the background of this case, the satisfaction metric in the user feedback questionnaire is preferably level five, which is relatively easy to choose. Berdie (1994) According to the research experience, pointed out that in most cases, the five scale is the most reliable, the internal consistency is better, the option is more than five levels, the average person is difficult to have enough discernment.

The computational process of satisfaction score

1, cleaning the satisfaction of data (including to go heavy, random answers, logic errors, etc.). This step can be properly interpolated based on the lack of data. Foreign scholars have studied that the missing value of level five scale is appropriately interpolated 3, and the negative effect on the result is less.

2. Standardize each index of a single commodity and find the median.

3, the median of the standard score into hundred. Available T=70+30*z (median) or t=60+40z (median), such conversion, similar to the effect coefficient method, each hundred fraction can be compared.

4, according to the sub-item and the overall satisfaction weight, calculates the final score. Weights can be calculated by statistical calculations, or by experience in advance.

This operation, as long as the calculation process is complete and reliable, the rules remain unchanged, can be multiple product satisfaction to do horizontal, vertical comparison.

Summary

The relative satisfaction of each product mentioned in the paper is only a workaround under the existing conditions. If you have the conditions, you can every six months or quarterly, or even monthly, product random user, put a complete satisfaction questionnaire, research data obtained through a reasonable statistical analysis, horizontal, vertical contrast will be more convincing.