用户体验测评促进中国电信自助服务体验提升

User Experience Evaluation Promotes Self-Service Experience Ascension of China Telecom

以中国电信电子渠道用户体验测评机制的建立和服务体验测评与提升项目实施为基础,介绍用户体验在企业产品与服务改进方面的应用,从用户体验背景知识、闭环管理模型等方面出发,阐述通过体验测评促进产品提升的具体方法及其成效,为类似服务的发展提升提供一定参考建议。

Based on the project of user experience evaluation mechanism building,service experience assessing and improving for China Telecom＇s digital channel,this paper introduced how user experience applied in enterprise product and service ascension.From the background knowledge of user experience to the closed loop management model,we represent concrete methods and effects of product promotion by experience evaluation and look forward to providing referenced suggestions for the development of similar services.