以触点为导向的家电产品用户体验全流程研究

Research on the whole process of user experience of household appliances oriented by contact

社会加速发展,消费水平提升,重视用户体验一定程度上可以推动市场发展,家电企业应做到更全面的提升用户体验,做到以用户为导向代替以开发能力为导向,使家电企业内部形成体验研究闭环,用户体验家电产品时形成体验闭环,搭建完整的全流程用户体验,建立良好的用户体验研究体系。基于桌面调研、文献梳理及多年的研究经验,输出了以触点为导向的家电产品用户体验研究,全流程划分为产品的全生命周期及产品体验的全流程,从企业及用户两个角度出发,其中将用户角度全流程分为预触点、首触点、核心触点、末触点,完善行业内的用户研究流程,实现体验闭环,做到更好的传递企业品牌价值,有效提升品牌的用户体验及品牌的竞争力。

The accelerated development of society and the improvement of consumption level can promote the market development to a certain extent.Home appliance enterprises should improve the user experience in a more comprehensive way,and make the user-oriented instead of the development ability-oriented,so that the closed-loop experience research can be formed within the home appliance enterprises,and the closed-loop experience can be formed when users experience home appliances,so as to build a complete whole-process user experience and establish a good user experience research system.Based on desktop research,literature review and many years'research experience,outputs the research on user experience of household appliances with contact orientation.The whole process is divided into the whole life cycle of products and the whole process of product experience.From the perspective of enterprises and users,the whole process of user perspective is divided into pre-contact,first contact,core contact and fi nal contact,so as to improve the user research process in the industry,realize the closed-loop experience,better convey the brand value of enterprises and effectively enhance the brand user experience and brand.