From the user's point of view let the product and the user "heart"

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From a little story.

There have been discussions on the internet about "whether to do research", which says Ford once read its own invention: "If I ask my clients what they want, their answer must be: a faster horse." "There was a friend who used this as an example to question the need for research and even to pull it off with jobs," he said.

In fact, the author thinks this story just proves the necessity of analyzing the user's behavior and user's suggestion. In fact, the story of the "customer" has clearly expressed their needs, but not "horse", but "faster." The emergence and development of automobiles is precisely the solution to the "faster" demand, but also to create the success of Ford.

When designing Internet products, sometimes we can foresee the purpose of these behaviors to some extent by carefully observing the behavior of the users. If properly designed on this basis, it can often be improved in some experience details. Here are a few related examples to illustrate:

When we use a browser to browse the Web, we often have this scenario: in an article List page, we click on a number of links in this page, each link has an additional new tab to display the content of the article. We read the contents of these tags in turn, and after we read them, we have the need to turn these labels in turn. In such a scenario, how can you enable users to quickly and effectively close multiple tags? Chrome designed such a detail as figure:

When the number of tabs is low (Figure 1), chrome sets a fixed width (about 200 pixels) for each label. And when a new tab is constantly open, chrome shrinks the width of each tab so that it has enough space to arrange it (Figure 2). In the above scenario, when we finished reading and clicked on the Close button behind a tag, we found the design detail: The tag was turned off, but the remaining tags were not resized in time, but moved forward to fill the position of the turned off tag. This way, my mouse falls naturally on the next tab's Close button without any action required (Figure 4). In other words, if the user needs to close 5 consecutive tags, then the user only in the first label behind the Close button, a continuous click of the mouse 5 times, you can. The operation process does not need to think at all!

Obviously, when we close the first tag, chrome "guesses", according to our behavior, that we might have the need to close multiple tabs consecutively. So they designed such a small detail that greatly improved the user experience in this scenario. And when the user mouse moves out of the label area, Chrome Again "guess", the user's shutdown should be completed, then it will recalculate the width, and rearrange all the tags (Figure 5).

By contrast, IE may not be so clever. Please see:

In IE8, first, to turn off the label, you must first activate it (Figure 2 and 3). Second, after closing, the width of each label will be recalculated immediately (Figure 4). In contrast, the chrome design, in such a scenario, more able to connect with the user "heart". In other scenarios, this design is not problematic.

In the new version of QQ, Tencent's designers made a change, when users open more than one session window, these windows will be merged, users can use a similar label control to switch. Like the following image:

I personally like this design, it is very convenient to switch. But once, I accidentally dragged one of the sessions off the main window, like this:

Because it was a mistake, I didn't immediately react to what happened. At this point, I noticed that there was a bubble tip on the conversation window that was dragged out. The content is: "Praise!" you found the conversation window dragging the secret. Hold the Avatar still can drag back oh, try it quickly. QQ seems to have guessed my confusion, straightforward to provide me with the relevant instructions and solutions.

In fact, for many novice users, because they are not proficient in the use of the mouse (my mother is such a user), or, their mouse quality is relatively poor, it is easy to produce such a misoperation. QQ prompt information in the user after the wrong operation of the first time to solve the user's confusion, and provide a method of recovery. On the other hand, even if the user is not a misoperation, this hint is necessary as a description of the new function.

When we use the service of a certain agency, or buy a product to have a problem, often have to call customer service telephone consultation demand. If the problem is more complex, the voice program can not be solved, we need to transfer artificial customer service. When the volume of consultation is particularly large, it takes a long wait to transfer the artificial customer service. The author notes that different organizations (or different call center service providers) are not the same as the design of this process.

Let's start with an example of a bad experience. A Beijing government agency's customer service telephone, the general process of transferring human services is this:

In other words, if the wait time is longer, I not only need to endure this process, but also need to press 1 keys every 30 seconds to continue. This is a very bad experience. (There is a more collapsing strategy behind it, not shown in the flowchart.) is: If the continuous press 1 keys, estimated in 10 times or so, will be prompted: "Call failed, please redial later ..." and then the telephone automatically hang up. In other words, I waited a long time, not only did not get the service, but also was forcibly cleared out of the queue ... Need to line up again!)

So, in this scenario, we can also analyze the user's purpose, and then optimize the process? I think the answer is yes, here is a case that I think is more excellent. A bank's credit card customer service call, the general process of transferring human services is this:

This is a process design that I think is quite good. The bank "guessed" that if a user in the process of transferring human services, 3 consecutive decisions to continue to wait, this proves that the user's attitude is "resolute", most likely because he really encountered the need to solve the problem manually. So then the system will no longer guide him to continue the key, but always play the waiting music, until there is a customer service to answer the phone.

From the above several examples can be seen, sometimes even if we do not do a special professional user research and data analysis, as long as we put ourselves in the user's perspective to think, to reason, to observe the user's behavior, it is more likely to design a better product experience.

Source Address: http://uxcafe.org/blog/2012/04/583