Viewing Dione's customer experience from UCD

Most of the domestic e-commerce enterprises are accustomed to eye focus on sales and bigger in this respect. Eventually their sales increased, but still can only rely on other people's brand to develop, to do a role in the consignment, when they want to develop their own brands are often easy to meet the threshold.

Like now Taobao, Pat, such as well-known E-commerce enterprises, they have just started to do when they are very focused on the same thing is "brand", "image packaging", as well as customer experience. user-centered design to the user-centric designs (UDC), the reason is very large part of small and medium-sized E-commerce enterprises are not doing well, on the one hand because the relevant talents are concentrated in large and medium-sized enterprises, on the other hand, is UDC is not very much the attention of enterprises, Third, because everyone's future to the direction of brand development is not strong. But in fact an offline brand to use E-commerce platform to open up a line of marketing channels, UDC is essential.

In recent years, more and more jewelry enterprises to enter e-commerce, such as Dione, nine diamonds, diamond birds, Taobao Mall part of the business and so on, we have done a good marketing, but also have their own characteristics. But today to come up with a part of the business is easier to ignore the ucd-customer experience, the author selected Dione E-commerce platform to do an example.

From the customer's point of view to feel

Many people in the industry to the customer experience popular analogy for "pick up", that is to all customer experience for the site to create experience experience, we all understand to customers like your merchandise, you should be in the user's perspective to consider all aspects of you, whether in the senses or in touch.

In the domestic UDC most still just on paper, to realize this experience, need to have a professional team to complete. As a global e-commerce giant like Amazon, he believes the industry is obvious to all, including his promotions, furnishings and so on, which are the objects of the practitioners ' study.

Therefore, I suggest that you do not always put your thoughts on how to describe your goods how good, you need to focus on highlighting the uniqueness of your merchandise, the customer's emotional attention and needs reflected.

Do online shopping We have always thought that there are good services, good quality and so can attract customers! Taobao Mall has played a grade and shopping experience to impress customers, in today's popular online shopping market, this is very important. Because sometimes, even if you have a good product, and you just rough showing the image of your product that is tantamount to the customer's eyes into the street goods.

When the sale of precious goods to show several characters, 1 is quality, 2 is the service, 3 to be convenient, 4 to protect, 5 is your price. Compared to a part of the only focus on the price of goods on the online mall, Dione I think is considered a more comprehensive one.

The first feeling, it can determine whether the customer will be interested in you, will not remember you, this may have emotional spark. For example, Dione Diamond Mall, which sells precious commodities "diamond jewelry." Customers enter this site, he will first feel a "noble" and "elegant" atmosphere, give us the first impression is "taste", so such a message printed in the customer's mind, these do not need you to give the customer description.

Brand services, the current consumer structure is part of the likes of offline shopping, part of the network to buy, so you do a good job, you have physical stores, brand stores, flagship stores but not necessarily online customers know. It's important to have a guaranteed service commitment at this time, to reassure customers that he can trust you.


reflect the meticulous, or your advantage, or your unique, or the customer to you more unified evaluation, so that customers from the details of the place to feel that you really use the heart, your customer loyalty will be enhanced.

Do users like to convey a message of life to customers, you are not only selling things, especially valuables, if people feel that you are always in the price of tangled, will make your grade of goods lower. Because what customers really want is not only beautiful and beautiful, but also the impact of this commodity on lifestyle (it affects you not just, your dress, but probably your lifestyle ...). ）。 Only if the user agrees with your taste, he will be interested in you.

Teach your customers to learn to appreciate, is tantamount to help you do free advertising, (I wear or wear the method, or the identification method is seen from a certain place) as a jewelry brand, the customer pay more to be generous, because this is in the training of their customers, but also a professional brand value embodiment.

began to pick, look at a product on the Internet, because of the limitations of visual photography, so many customers distressed. Will a commodity be clearer from a four-dimensional perspective? Of course, a plan to show a commodity customers will take a long time to understand the style and appearance of goods, some apparel shopping websites also make some "fitting room" such as customer experience service, I think this is a very good direction.

Services accompanied by goods, into the product display page customers will also think, this product can enjoy what services, what is the benefit of it. You wait for customers to ask, and then explain slowly, a customer endurance is not so strong, two you are not professional.

What do customers think? A consumer product "brand" always puts in front of the customer the process that best meets the needs of the customer and the simplest and most straightforward information. Order information clear, customers do not have to spend more than n time to figure out how this should be completed. Reflects the professional, but also embodies the intention. Remember to leave the complex to yourself and put it in front of the customer.

Simply put, the customer experience from the user's needs and the user's feelings, around the user-centric product design, development and maintenance, rather than let users to adapt to products. To consider the user's use habits, visual feelings and other aspects. User's subjective satisfaction degree to the user's attraction degree, users in the experience before and after the overall psychological feelings and so on are necessary to consider in place, so that the "experience" can be said, the customer's request for more and more high, we have to their own requirements of course also need to follow up, so as to be able to obtain customer users of all ages, In order to achieve the development of E-commerce market. (Author: Ling-GE)