Internet users common psychological characteristics

Note: This article is an article I found in the Taobao intranet, the author comes from the frostbite team of test team, she is my Taobao lecturer team colleagues, hobbies, a year last year in the study of psychology. Haha, let me very admired. This article is written on the psychological characteristics of Internet users, I think the analysis is in place, I feel these acts occur every day on their own. I think it is very important for designers to understand the reasons behind these user behaviors. Therefore, forwarding this article, to share with everyone.

In the past six months, the Bank continuously paid attention to some user feedback and customer service calls. From common problems, it summed up the common psychological characteristics of eight Internet users and shared their efforts here, hoping to work together to improve the user experience.

1: inertia

User: "Why is your sort button gone?"

Customer Service: "Pro, we put it on the right, so more obvious oh."

User: "Are you free? Nothing to do with this button!"

The story is that the cheese is placed in the third grid of the maze, and then a mouse enters the maze. For the first time, the mouse first looks for the first, then the second, and finally in the third Found in a grid, very happy. The second time, first find the first, find the second, again found in the third grid, very happy. The third time, the mouse went directly to the third grid to find the cheese. Fourth, fifth time, the cheese did not move. The sixth time, the cheese was moved into the first grid, the mouse can not see the cheese, so angry, depressed, irritable, spinning in place, but gave up to continue to find.

Like a mouse, people have even more inertia than mice. They are better at summing up the law and more likely to feel angry and unhappy. Once he learns to use a button, the second time will be used in accordance with the original method. If the location or method is not the same as before, he would not be used to it and considered it a very unhappy change. So if the product manager to change the laws of the original must think twice, even if you know that you are making the original process more beautiful, more convenient, more gorgeous, but also take into account the old habits of the user. In attracting new users at the same time if the old user to learn less is the product manager needs to be considered.

2: I am all

User: "Your platform is really bad, my product display is all wrong."

Customer Service: "Pro, others are good. Did you set wrong?"

User: "What other people do to me, my product is wrong!"

It seems quite unreasonable, but everyone is the king of his own world, he is entirely responsible to himself, so when we are easy to say a few people, we should know the whole world of this minority. He and us Concerned about their own kpi, caring about their promotion as concerned about their own small shop, for us a drop in the ocean, for them, perhaps the most precious pearls. Recognition of each other's equity, it is also these trivial feedback users to help Taobao and user experience improvements over and over again, they are our best not to get wages and continue to help us submit a bug user test engineers, for such Selfless behavior, we should be grateful? Or thanks? Or thanks?

3: The first impression is very important

User: "You should provide a ** function."

Customer Service: "Parents, we have a link on the link."

User: "I've used it before, not at all."

Customer Service: "We improved, you try again."

User (some time later): "I said it was not good to use, you see, there are not *** I want."

Once the first impression is made, all the following attention is focused on proving that our first impression is correct. So, do not blame your users are not tolerant enough to embrace change, do not understand your ongoing efforts, is that you did not make every effort to give him a good experience, a satisfactory result. All single classmates pay attention to, do not just spoil their own image, it is likely in some time you are not ready, your Mr right appeared, and then you need a very long, long time to reshape your new image .

4: believe acquaintances

User: "My friend said that your product is very good. I want one more."

This is the most affirmed reason to buy one thing, often heard in many places where a bunch of girls are talking about such a dialogue: "Your clothes are beautiful, where to buy?" "In Taobao." " The link was sent to me. "Every time I hear a smile like this, I'm proud to be a part of this meaningful company. Thanks to these gossip girls, they prove the value of Taobao in words, they are the best spokesperson for Taobao.

5: simple

User: "Can I not answer so many questions and fill in so many messages, I just want to buy a dress."

At the beginning we had wanted to make the simplest product. As time went by, as the demand progressed, as the problem started, we often saw a complex product. And then the user is discouraged: "You know, I need courage and enthusiasm for each step you take, but before I get the truth, I'm not sure if my payment is worth it." So do not let potential users Long give up. It is our grave barrier that keeps them out of doors.

6: text images combined

User: "Can you give a picture directly to the text? Looks intuitive and beautiful."

User: "Can you write the text next to the picture, or you do not know what you are selling or doing?"

Human mind points left brain right brain, right brain like pictures, direct feeling; left brain like text, thinking. Some people like the right brain thinking, some people like left brain thinking, as a product designer, do not tangle, do not have to classify, so that the user's two minds have been fully enjoy and use it. Reasonable and perfect combination of pictures and texts is the best respect for different users.

7: Money safe

User: "Is it safe for me to put money here? Are you sure?"

User: "Are you sure my refunds will be successful? I will return the goods to him. Can the money be brought back?"

Money is always something to worry about, money safety must be the user's first consideration, if we can not give them the money security, we can not keep users, more important than money should be the user's trust and confidence, So any effort on money safety and security should be worth it.

8: Search accurately

User: "Your search is really bad, I can not find the product I want."

Customer Service: "Can you tell me what you are looking for?"

User: "I want what I like."

Customer Service: "..." Cold sweat in the middle

Maybe I do not know what I want, but you should know what I want. This is the psychology of many users, me too. Never accuse users of unreasonableness, just as do not blame girls for fickleness. If you care enough about her, you should know what she likes, what she wants, what she will buy. Her every visit, every click, each purchase is to tell you what she likes, what you want, these are her chances for you, do not waste.

9: Protection of privacy

User: "You guys are too much. You guys got the inflatable doll to be accepted by my dad, and then ... he was on the spot."

Everyone has their own privacy and do not want people to know the information, can not be taken for granted the information revealed, the establishment of confidence is difficult, it takes a long time, loss of trust may be just a moment, a careless Security loopholes, an inappropriate need, a careless disclosure, we may destroy our long-established trust with the user. Cherish the user, including treasuring everything he has to offer you.

I often think that as a product we should put the user first, as an employee we should put the company first, as a manager we should put staff first, but so many first, who is the real first? Ask yourself conscience, you can calmly face all your customers, employees, team members conscientious, can be honest and say what they have thought, should be the real success.

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