大数据语境下的酒店用户体验设计架构研究

Hotel User Experience Design Framework in the Context of Big Data

目的研究分析大数据背景下酒店业中的系统性用户入住流程和触点,基于酒店从业人员的意见与建议,可持续地提升酒店客户的满意度。方法通过酒店入住流程化的整体分析和寻找捕捉用户特点的个案研究,为酒店业描绘出客户住宿的整体体验流程,为用户设计出更优质的用户体验。结论通过应用大数据的信息技术与原理,寻找大数据在酒店用户体验设计中的应用结点和发展趋势。通过构建系统化的酒店用户体验流程架构,从而为提升酒店客户体验的设计师提供一定的参考和借鉴。

It researches and analyzes the systematic check in process and touch-points for hotel industry based on the big data, and also adopts the views and suggestions of the hotel practitioners, so as to improve the customer satisfaction in the hotel.Via the overall analysis of the hotel occupancy and the case study of user＇ s characteristics, the overall experience of the hotel industry is captured, so as to describe the overall experience process the hotel industry, leading to higher quality user experience design.Through the information technology and principle of big data application, the application nodes and development trend of big data application in the hotel user experience are found.With effort to build the system of the hotel user experience flow structure, so as to provide a certain reference for the designer to improve the hotel customer experience.