Cabanga ngomsebenzisi evula uhlelo lokusebenza lwezempilo yengqondo kuyilapho ezizwa egajwe ukukhathazeka. Into yokuqala abahlangabezana nayo isikrini esinohlelo lombala ogqamile, oshayisanayo, okulandelwa yisaziso esibahlazisayo ngokwephula “indlela yokucabanga” yezinsuku ezi-5, kanye ne-paywall evimba ukuzindla abakudinga kakhulu ngaleso sikhathi. Lokhu okuhlangenwe nakho akukona nje ukuklama okubi; kungaba yingozi ngenkuthalo. Iveza ukuba sengozini komsebenzisi futhi iqeda ukwethemba uhlelo lokusebenza oluhlose ukukwakha. Lapho uklama impilo yengqondo, lokhu kuba kokubili inselele ebalulekile kanye nethuba elibalulekile. Ngokungafani nensiza noma uhlelo lokusebenza lokuzijabulisa, isimo somzwelo somsebenzisi asikwazi ukuphathwa njengomongo wesibili. Kuyindawo umkhiqizo wakho osebenza kuyo. Njengoba abantu abangaphezu kwesigidigidi abaphila nezimo zempilo yengqondo kanye nezikhala eziqhubekayo zokufinyelela ekunakekelweni, ukusekelwa kwedijithali okuphephile nokuhambisana nobufakazi kuya ngokuya kuba wusizo. Imajini yephutha ayinaki. I-Empathy-Centre UX ayibi “yinto enhle ukuba nayo” kodwa iyisidingo esiyisisekelo sokuklama. Kuyindlela ehamba ngalé kokusebenza nje ukuqonda ngokujulile, inhlonipho, kanye nomklamo wezidingo eziseduze zomzwelo nezingokwengqondo zabasebenzisi. Kodwa lesi simiso sisihumusha kanjani ukuze sisebenze? Siyakha kanjani imikhiqizo yedijithali engeyona nje ewusizo, kodwa ethembeke ngempela? Kuwo wonke umsebenzi wami njengomklami womkhiqizo, ngithole ukuthi ukwethembana kwakhiwe ngokuhlangabezana nezidingo ezingokomzwelo zomsebenzisi ngaso sonke isikhathi sohambo lwabo. Kulesi sihloko, ngizohumusha le mininingwane kuhlaka lwe-UX olugxile ekuzweleni. Sizodlulela ngale kwethiyori ukuze singene sijule kumathuluzi asebenzayo asiza ukudala ukuzizwisa okunobuntu futhi okusebenza kahle kakhulu. Kulesi sihloko, ngizokwabelana ngohlaka olusebenzayo, oluphindaphindwayo olwakhiwe ngezinsika ezintathu:
Ukugibela njengengxoxo yokuqala esekelayo. Idizayini yesixhumi esibonakalayo yobuchopho obusosizini. Amaphethini okugcina ajulisa ukwethembana kunokucindezela abasebenzisi.
Ndawonye, lezi zinsika zinikeza indlela eyisisekelo yokuklama ukuzizwisa kwezempilo yengqondo okubeka kuqala ukwethembana, ukuphepha ngokomzwelo, kanye nezidingo zangempela zabasebenzisi kuzo zonke izinyathelo. Ingxoxo Yokugibela: Ukusuka ohlwini lokuhlola ukuya kumngane othembekile Ukugibela “idethi yokuqala” phakathi komsebenzisi nohlelo lokusebenza — futhi okuvelayo kuqala kunezingqinamba ezinkulu, ezinquma ukuthi ingabe umsebenzisi unquma ukuqhubeka nokuzibandakanya nohlelo lokusebenza. Kubuchwepheshe bezempilo yengqondo, nezinhlelo zokusebenza ezihlobene nempilo yengqondo ezingafika kwezingu-20,000 emakethe, abaklami bomkhiqizo babhekana nenkinga yokuthi bangahlanganisa kanjani imigomo eyinhloko yokugibela ngaphandle kokwenza idizayini izwakale ibucayi kakhulu noma icasula kumsebenzisi ofuna usizo. Ithuluzi LokuzwelaNgokuhlangenwe nakho kwami, ngikuthole kubalulekile ukuklama ukugibela njengengxoxo yokuqala esekelayo. Umgomo uwukusiza umsebenzisi ukuthi azizwe ebonwa futhi eqondwa ngokuletha umthamo omncane wokusiza ngokushesha, hhayi nje ukuwalayisha kakhulu ngedatha nezici zohlelo lokusebenza.
I-Case Study: Uhambo Lokukhuliswa Komntwana Omusha E-Teeni, uhlelo lokusebenza lwabazali bentsha, ukugibela kudinga indlela exazulula izinkinga ezimbili: (1) qaphela umthwalo ongokomzwelo wentsha yokuba umzali futhi ubonise ukuthi uhlelo lokusebenza lungabelana kanjani ngalowo mthwalo; (2) qoqa ulwazi olwanele ukuze wenze okuphakelayo kokuqala kuhambisane. Ukuqashelwa Nokukhululeka Izingxoxo zaveza umuzwa oqhubekayo phakathi kwabazali: “Ngingumzali omubi, ngehlulekile kukho konke.” Umbono wami wokuklama wawuwukunikeza ukukhululeka kwangaphambi kwesikhathi kanye nokwenza kube jwayelekile ngesingathekiso sedolobha ebusuku esinamafasitela akhanyayo: ngokuqondile ngemva kwekhasi lokwamukela, umsebenzisi uxoxa nezindaba ezintathu ezimfushane, ezigqwayizayo nezingakhethwa ezisekelwe ezinseleleni ezivamile zokukhulisa izingane, lapho engakwazi ukuzibona khona (isb., indaba kamama ofunda ukuphatha indlela asabela ngayo entsheni yakhe ehlahle amehlo). Le ndlela yokulandisa iqinisekisa abazali ukuthi ababodwa emzabalazweni wabo, bajwayele futhi babasize babhekane nokucindezeleka neminye imizwelo eyinkimbinkimbi kusukela ekuqaleni.
Qaphela: Izikhathi zokusebenziseka zangaphambi kwesikhathi zibonise ukuguquguquka kwemizwa okuqinile, kodwa izibalo zangemva kokwethulwa zibonise ukuthi ukukhetha kokuxoxwa kwezindaba kufanele kube sobala. Umgomo uwukulinganisa ukuxoxa ukuze ugweme ukukhungathekisa umzali ocindezelekile, ukuvuma ngokuqondile iqiniso lakhe: “Ukuba umzali kunzima. Awuwedwa.” Ukuphrofayili Okuqhubekayo Ukuze senze isiqondiso sifanelane nomndeni ngamunye, sichaze idatha encane edingekayo yokwenza kube ngokwakho. Esikhathini sokuqala, siqoqa kuphela okubalulekile kokusetha okuyisisekelo (isb., indima yomzali, inani lentsha, kanyeiminyaka yentsha ngayinye). Imininingwane eyengeziwe, nokho isabalulekile (izinselelo ezithile, izifiso, izicelo) iqoqwa kancane kancane njengoba abasebenzisi baqhubeka ngohlelo lokusebenza, begwema amafomu amade kulabo abadinga ukusekelwa ngokushesha.
Konke ukugibela kugxile ekukhetheni amagama asekelayo ngokungaguquki, ukuguqula inqubo esebenza kakhulu, esebenzayo ibe indlela yokuxhumana nomsebenzisi osengozini ezingeni elijulile lomzwelo, kuyilapho ugcina indlela esheshayo ecacile. Ibhokisi lakho lamathuluzi
Sebenzisa Ukuqinisekisa UlimiQala ngokuthi “Kulungile ukuzizwa ngale ndlela,” hhayi “Vumela izaziso.” Qonda ukuthi “Kungani”, hhayi nje “Yini” Qoqa kuphela lokho ozokusebenzisa manje bese uhlehlisa okunye ngokusebenzisa iphrofayela eqhubekayo. Sebenzisa imibuzo elula, egxile emgomweni ukuze wenze kube ngokwakho ukuzizwisa kwabasebenzisi. Beka Kubaluleke Kakhulu I-Brevity ne-RespectGcina ukugibela kufinyeleleke kalula, yenza ukukhetha kube sobala, futhi uvumele ukuhlola komsebenzisi kuchaze ubude obuncane obusebenzayo &mdashl okufushane kuvamise ukuba ngcono. Hlala ubheke Impendulo kanye ne-IterateTrack yesikhathi-kuya-kukuqala-inani kanye nokwehliswa kwesinyathelo; bhanqa lezi namaseshini asebenziseka kalula, bese ulungisa ngokusekelwe kulokho okufundayo.
Le ngxoxo yokuqala ibeka inkundla yokuthembana. Kodwa lokhu kuthembana kuntekenteke. Isinyathelo esilandelayo ukuqinisekisa ukuthi imvelo yohlelo lokusebenza ayiliphuli. I-Emotional Interface: Ukugcina Ukwethenjwa Endaweni Ephephile Umsebenzisi obhekene nokukhathazeka noma ukucindezeleka ngokuvamile ubonisa amandla okuqonda ancishisiwe, okuthinta ubude bakhe bokunaka kanye nesivinini abacubungula ngaso ulwazi futhi kwehlisa ukubekezelela izakhiwo eziminyene kanye nokubonwayo okusheshayo, okushukumisayo kakhulu. Lokhu kusho ukuthi amaphalethi agcwala kakhulu, izinguquko ezisheshayo zokugqama, ukucwayiza, nombhalo ominyene ungazizwa ukhungathekile kuwo. Ithuluzi LokuzwelaLapho ngiklama ukugeleza komsebenzisi kohlelo lokusebenza lwezempilo yengqondo, ngihlala ngisebenzisa Imihlahlandlela Yokufinyeleleka Kokuqukethwe Kwewebhu 2.2 njengesisekelo esiyisisekelo. Ngaphezu kwalokho, ngikhetha ulimi olubonakalayo "olunomfutho ophansi", "olujwayelekile noluphephile" ukuze kuncishiswe umthwalo wokuqonda womsebenzisi futhi ngidale indawo ezolile, ebikezelwe, kanye neyenzelwe umuntu siqu. Lapho kufaneleka khona, ngengeza ama-haptics acashile, okungena kanye nokusebenzisana okuncane okuthambile ukuze kusekelwe izinzwa, futhi nginikeze izici zezwi njengenketho ezikhathini zokucindezeleka okuphezulu (okuhambisana nokugeleza kokuthepha okuphansi komzamo omncane) ukuthuthukisa ukufinyeleleka.
Cabanga ukuthi udinga ukuqondisa abasebenzisi bakho “ngesandla”: sifuna ukwenza isiqiniseko sokuthi ukuzizwisa kwabo kulula ngangokunokwenzeka, futhi baqondiswa ngokushesha ekusekelweni abakudingayo, ngakho sigwema amafomu ayinkimbinkimbi namagama amade. Ikesi: I-Digital Safe Space Ngohlelo lokusebenza olugxile ekukhululeni ingcindezi ngokushesha, Igumbi Lebhere, ngihlole idizayini “yegumbi elithokomele”. I-hypothesis yami yokuqala yaqinisekiswa ngochungechunge olubucayi lwezingxoxo zabasebenzisi: ulimi olujwayelekile lokuklama lwezinhlelo zokusebenza eziningi zempilo yengqondo lubonakale lungahambisani nezidingo zezethameli zethu. Ababambiqhaza ababhekana nezimo ezifana ne-PTSD nokudangala bachaze ngokuphindaphindiwe izinhlelo zokusebenza eziqhudelanayo “njengezikhanya kakhulu, zijabule kakhulu, futhi zixake kakhulu,” okuqinise umuzwa wabo wokuhlukaniswa esikhundleni sokubanikeza induduzo. Lokhu kuphakamise ukungafani kwesegimenti yethu, esikhundleni salokho ebifuna umuzwa wokuphepha endaweni yedijithali. Le mpendulo yazise isu lokuklama elivusa inkanuko ephansi. Kunokuba siphathe "indawo ephephile" njengetimu ebonakalayo, sibheke kuyo njengesipiliyoni sezinzwa esiphelele. Isixhumi esibonakalayo esiwumphumela siwukuphikisa okuqondile kokugcwala kwedijithali; iqondisa umsebenzisi ngokugeleza, ikhumbula ukuthi kungenzeka basesimweni lapho bengenawo amandla okugxilisa ingqondo. Umbhalo uhlukaniswe waba izingxenye ezincane futhi kulula ukuskena futhi uchazwe ngokushesha. Amathuluzi okusekela imizwa - njengomcamelo - agqanyiswa ngenhloso ukuze kube lula. Isixhumi esibonakalayo sisebenzisa iphalethi ekhethwe ngokucophelela, engeyona i-neon, yomhlaba ezwakala igxilile kunokuba ikhuthaze, futhi isusa ngokuqinile noma yikuphi ukugqwayiza okungazelelwe noma izexwayiso ezigqamile ezingase zibangele impendulo yengcindezi. Lokhu kuzola kwangamabomu akukona ukucatshangelwa kobuhle kodwa kuyisici esibaluleke kakhulu sohlelo lokusebenza, esisungula umuzwa oyisisekelo wokuphepha kwedijithali.
Ukuze kuthuthukiswe umuzwa wokuxhumana komuntu siqu kanye nobunikazi bengqondo, igumbi lethula “izinto zomuntu siqu” ezintathu zokungena: Isibuko, Incwadi, kanye Nozimele. Ngamunye umema isenzo esincane, esiyimpumelelo somnikelo (isb., ukushiya umlayezo omfushane kuyena wesikhathi esizayo noma ukuhlunga isethi yezithombe ezinengqondo zomuntu siqu), ukudweba kumphumela we-IKEA (PDF). Isibonelo, Uhlaka lusebenza njengengobo yomlando yomuntu siqu yeama-albhamu ezithombe aduduzayo abasebenzisi abangawavakashela kabusha lapho bedinga imfudumalo noma ukuqinisekiswa. Ngenxa yokuthi Uhlaka lumelwe egumbini ledijithali njengohlaka lwesithombe odongeni, ngiklame isendlalelo sokuzikhethela sokwenza ngendlela oyifisayo ukuze ngijulise lolu xhumo: abasebenzisi bangashintsha isimeli bafake isithombe esivela eqoqweni labo - othandekayo, isilwane esifuywayo, noma indawo eyintandokazi - eboniswa ekamelweni isikhathi ngasinye lapho bevula uhlelo lokusebenza. Lokhu kukhetha kungokuzithandela, akusindi, futhi kuyahlehliswa, kuhloswe ukusiza indawo ukuthi sizwe "eyami" futhi ijulise okunamathiselwe ngaphandle kokwandisa umthwalo wokuqonda. Qaphela: Hlala uzivumelanisa nengqikithi. Zama ukugwema ukwenza iphalethi yombala ibe yi-pastel kakhulu. Kuyasiza ukulinganisa ukukhanya okusekelwe ocwaningweni lomsebenzisi, ukuvikela izinga elilungile lokungafani kohlelo lokusebenza.
Icala: Amabhamuza Emizwa Ku-Food for Mood, ngisebenzise isingathekiso esibonakalayo: amabhamuza anemibala amelela imigomo nezimo zemizwa (isb., ibhamuza elibomvu eliminyene elithi "Ukusebenza"). Lokhu kuvumela abasebenzisi ukuthi baveze ngaphandle futhi babone ngeso lengqondo imizwa eyinkimbinkimbi ngaphandle komthwalo wokuqonda wokuthola amagama alungile. I-UI ekhuluma ulimi lomzwelo ngokuqondile. Ocwaningweni lwenkundla olungakahleleki nochwepheshe abasebasha (izithameli eziqondiwe) endaweni yokusebenza ngokubambisana, ababambiqhaza bazame ama-prototypes amathathu asebenzisanayo futhi balinganisele ngakunye ngobulula nokuzijabulisa. Isakhiwo sekhadi esijwayelekile sithole amaphuzu aphezulu ngobulula, kodwa i-bubble carousel ithole kangcono ekubandakanyeni nasekuthinteni okuhle - futhi yaba inketho ekhethwayo yokuphindaphinda kokuqala. Njengoba kunikezwe ukuthi ukuhwebelana okulula bekukuncane (4/5 vs. 5/5) futhi kukhawulelwe kumasekhondi ambalwa okuqala okusetshenziswa, ngibeke phambili umqondo owenza ukuzizwisa kuzwakale kunomvuzo kakhulu ngokomzwelo.
Icala: Ukusebenzisana Okuncane Nokugxiliswa Kwezinzwa Ukwengeza ukuthinta kokuthintana okuncane okuthintekayo njengokuvela kwebhamuza ku-Bear Room, kungase futhi kunikeze abasebenzisi izikhathi zokukhululeka kwe-kinetic. Ukuhlanganisa amabomu, ukusebenzisana okuncane okuthintekayo, okufana ne-bubble-wrap pop mechanic eyanelisayo, kunikeza isenzo esigxilile esingasiza umsebenzisi okhungatheke kakhulu azizwe egxilile. Inikeza umzuzwana wokuphazamiseka okumsulwa, okuthinta izinzwa kumuntu obambeke emfuleni wemicabango ecindezelayo. Lokhu akukhona mayelana nokwenziwa kwemidlalo ngokwesiko, umqondo oqhutshwa ngamaphuzu; imayelana nokunikeza ukuphazamiseka okulawulwayo, kwezinzwa kumjikelezo wokukhathazeka.
Qaphela: Yenza ukukhetha ukungena kwemiphumela ethintekayo futhi ibikezelwe. Impendulo yezinzwa engalindelekile ingakhuphula ukuvusa inkanuko kunokuyinciphisa kwabanye abasebenzisi. Icala: Abasizi Bezwi Uma umsebenzisi esesimweni sokukhathazeka okuphezulu noma ukudangala, kungaba umzamo owengeziwe kubo ukuthayipha okuthile kuhlelo lokusebenza noma ukwenza ukukhetha. Ezikhathini lapho ukunaka konakala khona, kanye nokukhetha okulula, okuphansi kokuqonda (isb., ≤4 izinketho ezilebulwe ngokucacile) akwanele, okokufaka kwezwi kunganikeza indlela engqubuzanayo ephansi yokuzibandakanya nokuxhumana nozwela. Kuwo womabili Igumbi le-Teeni neBhere, izwi lihlanganiswe njengendlela eyinhloko yokugeleza okuhlobene nokukhathala, ukukhungatheka ngokomzwelo, kanye nengcindezi enkulu - njalo eceleni kokufaka umbhalo. Ukubeka kalula imizwa emagameni (kuthinta ukulebula) kuboniswe ukunciphisa ukushuba kwemizwa kwabanye abasebenzisi, futhi okokufaka okukhulunyiwe nakho kunikeza umongo ocebile wosekelo lokuhlanganisa. Ku-Bear Room, sinikeza abasebenzisi ithuba lokuzikhethela ukwabelana ngalokho abakucabangayo ngenkinobho yemakrofoni egqamile (nokufakwayo kombhalo okutholakala ngezansi. Uhlelo lokusebenza bese luhlaziya impendulo yabo nge-AI (alixingi) futhi linikeze isethi yemikhuba eklanyelwe ukubasiza babhekane nayo. Le ndlela inika abasebenzisi isikhala sokubonisa umzwelo okungahluziwe, okungahlungiwe lapho ukuthumela umbhalo kuzwakala kusinda kakhulu.
Ngokufanayo, "Ukugeleza Okushisayo" kukaTeeni kuvumela abazali ukuthi baveze ukukhungatheka futhi bachaze isicupho esinzima ngezwi. Ngokusekelwe encazelweni yecala, i-AI inikeza ucezu lwesikrini esisodwa sokuqukethwe kwengqondo, futhi ngezinyathelo ezimbalwa, uhlelo lokusebenza luphakamisa ithuluzi elifanele lokupholisa, elihlanganisa kokubili ukwesekwa kwemizwa nobudlelwane. Ngokuhlangana nomsebenzisi ezingeni lakhe lomthamo ophansi wokuqonda nokwamukela ukufaka kwabo ngendlela efinyeleleka kakhulu, sakha ukwethembana okujulile futhi siqinisa uhlelo lokusebenza njengendawo eguqukayo ngempela, ethembekile, nengenakwahlulela. Qaphela: Izihloko zempilo yengqondo zizwela kakhulu, futhi abantu abaningi bazizwa bengakhululekile ukwabelana ngedatha ebucayi nohlelo lokusebenza — ikakhulukazi phakathi kwezindaba ezivamile mayelana nokuphulwa kwedatha kanye nedatha edayiselwa izinkampani zangaphandle. Ngaphambi kokurekhoda, bonisa isaziso esifushane esichaza ukuthi umsindo ucutshungulwa kanjani, ukuthi ucutshungulwa kuphi, ugcinwa isikhathi esingakanani, nokuthi awuthengiswa noma wabelwa izinkampani zangaphandle. Phrezentalokhu ngesinyathelo esicacile, semvume (isb., isitayela se-GDPR). Ngemikhiqizo ephethe idatha yomuntu siqu, kuwumkhuba omuhle futhi ukunikeza inketho esobala "Susa yonke idatha". Ibhokisi lakho lamathuluzi
I-Accessibility-Friendly User FlowAim ukuze ibe umhlahlandlela wabasebenzisi bakho. Sebenzisa kuphela umbhalo obalulekile, gqamisa izenzo ezibalulekile, futhi unikeze izindlela ezilula, zesinyathelo nesinyathelo. Ama-Palette AthulisiweAwukho umthetho olingana nosayizi owodwa wezinhlelo zokusebenza zempilo yengqondo. Qondanisa iphalethi nenhloso nezethameli; uma usebenzisa amaphalethi athulisiwe, qinisekisa i-WCAG 2.2 imingcele yokungafani futhi ugweme ukubanika. I-Tactile Micro-interactionsSebenzisa ama-haptics acashile, abikezelekayo, okungena kanye nokuhlangana okuncane okuthambile ngezikhathi zokuphumula kwe-kinetic. I-Voice-First DesignNikeza okokufaka kwezwi njengenye indlela yokuthayipha noma izenzo zokuthepha okukodwa ezimeni zamandla aphansi/ezinomfutho omkhulu Ukwenza Okuthandwa Nguwe Okucashile Hlanganisa ukwenza ngokwezifiso okuncane, kokuzithandela (njengesithombe somuntu siqu kuhlaka lwedijithali) ukuze ukhuthaze isibopho esiqinile semizwa. Ubumfihlo nge-DefaultAsk ukuze uthole imvume ecacile yokucubungula idatha yomuntu siqu. Yisho ngokucacile ukuthi idatha icutshungulwa kanjani, kuphi, futhi isikhathi esingakanani, nokuthi ayithengiswa noma ayibiwa - futhi uyihloniphe.
Ukuxhumana okuphephile kwakha ukwethemba okwamanje. Insika yokugcina imayelana nokuzuza ukwethenjwa okubuyisela abasebenzisi emuva, usuku nosuku. Injini Yokugcina: Ithuthukisa Ukwethenjwa Ngoxhumano Lwangempela Ukukhuthaza ukusetshenziswa okungaguquki ngaphandle kokukhohlisa ngokuvamile kudinga izixazululo ezintsha empilweni yengqondo. Uhlelo lokusebenza, njengebhizinisi, libhekene nenkinga yesimilo: umgomo walo ukubeka kuqala inhlalakahle yabasebenzisi, okusho ukuthi alikwazi ukujabulisa abasebenzisi ukuze nje bandise isikhathi sabo sesikrini. Ukulandelana, amaphuzu, kanye nemikhawulo yesikhathi nakho kungadala ukukhathazeka namahloni, kuthinte kabi impilo yengqondo yomsebenzisi. Umgomo awukona ukukhulisa isikhathi sesikrini, kodwa ukukhuthaza isigqi esisekelayo sokusetshenziswa esiqondana nohambo olungaqondile lwempilo yengqondo. I-Empathy ToolI ithatha indawo yomdlalo odala ukukhathazeka ngezinjini zokugcina ezinikwa amandla uzwela. Lokhu kuhilela ukuklama ama-loop ashukumisa abasebenzisi ngokuqondile ngezinsika ezintathu eziyinhloko: ukubanikeza i-ejensi ngamathuluzi enziwe ngendlela oyifisayo, ukuwaxhuma emphakathini osekelayo, nokuqinisekisa ukuthi uhlelo lokusebenza ngokwalo lusebenza njengomthombo wosekelo ongaguquki, okwenza izimpindelo zizizwe njengokuzikhethela, hhayi umsebenzi onzima noma ingcindezi.
Icala: “Ukhiye” Umnotho Ekufuneni ukucatshangelwa kabusha oomakhenikha bokugcina kude nemivimbo yokujezisa kanye nokuya kumodeli yesikhuthazo sobubele, ithimba leBhere Room laqhamuka nombono walokho okubizwa ngokuthi "Ukhiye" wezomnotho. Ngokungafani nokulandelanisa okuhlazisayo abasebenzisi ngokuphuthelwa usuku, abasebenzisi bacatshangwa ukuthi bathole “okhiye” bokungena njalo ngosuku lwesithathu — isigqi esivuma ubunjalo obungaqondile bokuphulukisa futhi esinciphisa ingcindezi yokusebenza kwansuku zonke. Okhiye abalokothi basango amasethi e-SOS noma izinqubo ezibalulekile zokubhekana nazo. Okhiye bavula kuphela izinto eziningi nokuqukethwe okuthuthukile; ikhithi yamathuluzi eyinhloko ihlala imahhala. Uhlelo lokusebenza kufanele futhi lulondoloze ukuqhubeka kwabasebenzisi ngokunganaki izinga labo lokuzibandakanya. Ukuqamba okusha kwesistimu okuzwela kakhulu, kusekundleni wabasebenzisi ukunikeza okhiye babo ababathole kanzima kwabanye emphakathini okungenzeka banesidingo esikhulu (abasaqhubeka nokwenza). Lokhu kuhloswe ukuguqula isenzo sokugcina sisuke emsebenzini wokuzigxilisa sibe isenzo esiphanayo, sokwakha umphakathi. Ihlose ukugqugquzela isiko lokusekelana, lapho ukusebenzelana okungaguquki kungaphathelene nokugcina amaphuzu akho, kodwa kumayelana nokuqongelela amandla okusiza abanye. Kungani Isebenza
Kuyathethelela.Ngokungafani nokulandelanisa, ukuphuthelwa usuku akubeki kabusha inqubekelaphambili; ivele ilibazise ukhiye olandelayo. Lokhu kususa ihlazo. Kuqhutshwa umphakathi.Abasebenzisi banganikeza okhiye babo kwabanye. Lokhu kuguqula ukugcinwa kusukela esenzweni sobugovu kuya esophayo, okuqinisa inani eliwumongo lohlelo lokusebenza losekelo lomphakathi.
Icala: I-Letter Exchange Ngaphakathi kwe-Bear Room, abasebenzisi bangabhala futhi bathole izincwadi ezisekelayo ngokungaziwa kwabanye abasebenzisi emhlabeni jikelele. Leli thuluzi lisebenzisa ukungaziwa okunamandla e-AI ukuze kudaleke indawo ephephile yokuba sengozini enkulu. Inikeza ukuxhumana kwangempela komuntu ngenkathi ivikela ngokuphelele ubumfihlo bomsebenzisi, ibhekana ngqo nokushoda kokwethenjwa. Ibonisa abasebenzisi ukuthi ababodwa emzabalazweni wabo, umshayeli onamandla wokugcina.
Qaphela: Ubumfihlo bedatha buhlala bubalulekile ekwakhiweni komkhiqizo, kodwa (futhi) kubalulekile ukuthi ubhekane nakho mathupha empilweni yengqondo. Endabeni yokushintshaniswa kwezinhlamvu, ukungaziwa okuqinile akusona nje isilungiselelo; kuyisici esiyisisekelo esidala ukuphepha okudingekayo kubasebenzisi ukuthi babe sengcupheni futhiukusekela nabantu abangabazi. Icala: Umhumushi Omusha “Umhumushi Wentsha” e-Teeni ube yisisekelo sesu lethu lokulondoloza ngokubhekana ngqo nesikhathi senhlekelele lapho abazali kungenzeka kakhulu bazidele. Lapho umzali efaka amagama athukuthele engane yakhe njengokuthi “Yini engalungile ngawe? Ifoni yami, ngizobuka engikufunayo, vele ungiyeke!”, leli thuluzi linikeza ngokushesha ukuhunyushwa okunozwela kwesihloko esingokomzwelo, umhlahlandlela wokukhuphuka, kanye neskripthi esisebenzayo sendlela yokuphendula. Lokhu kusekelwa okusheshayo, okusebenzayo esicongweni sokukhungatheka kuguqula uhlelo lokusebenza lisuke kusisetshenziswa esingenzi lutho libe ithuluzi elibalulekile lokulawula inkinga. Ngokuletha inani elijulile lapho kanye nalapho abasebenzisi belidinga khona kakhulu, lidala ukuqiniswa okunamandla okwakha imikhuba nokwethembeka, okuqinisekisa ukuthi abazali babuyela kuhlelo lokusebenza hhayi nje ukuze bafunde, kodwa ukuze bazulazule ngenkuthalo izikhathi zabo eziyinselele kakhulu. Ibhokisi lakho lamathuluzi
Hlela kabusha i-MetricsChange "Uphule uchungechunge lwakho lwezinsuku eziyi-7!" kokuthi “Uzilolonge izinsuku ezingu-5 kwezingu-10 ezidlule. Konke kuncane kuyasiza.” Inqubomgomo Yokufinyelela EzwelaUngalinge uvale inhlekelele noma amathuluzi okubhekana nawo ayinhloko ngemva kwama-paywall noma okhiye. Yakha Umphakathi NgokuphephileFacilitate ngokungaziwa, ukwesekwa kontanga. Nikeza i-ChoiceVumela abasebenzisi balawule ukuvama nohlobo lwezikhumbuzi. Bheka izibuyekezo zesitolo sezinhlelo zokusebenza zeMonitor kanye nokushiwo komphakathi njalo; umaka amatimu (iziphazamisi, ukungqubuzana kwe-UX, izicelo zesici), linganisa amathrendi, futhi uvale iluphu ngokulungisa okusheshayo noma ucacise izibuyekezo.
Iphedi Yakho Yokuqala Yokuzwela: Izinsika Ezintathu Okufanele Uzithembe Ake sibuyele kumsebenzisi okhungathekile kusukela esethulweni. Bavula uhlelo lokusebenza olubabingelela ngolimi olubonakalayo oluhloliwe, oluqondaniswe nezithameli, umlayezo wokuqala oqinisekisayo, kanye nesistimu yokugcinwa esekelayo kunokujezisa. Lawa amandla e-Empathy-Centre UX Framework. Kusiphoqa ukuthi sidlulele ngalé kwamaphikseli nokugeleza komsebenzi siye enhliziyweni yomsebenzisi: ukuphepha ngokomzwelo. Kodwa ukuze sishumeke le filosofi ezinqubweni zokuklama, sidinga indlela ehlelekile, elinganisekayo. Indlela yami yomklami ingiholele kulezi zinsika ezintathu ezibalulekile:
I-Onboarding ConversationQala ngokuguqula ukusetha kokuqala kusuka kuhlu lokuhlola olusebenzayo kuya kungxoxo yokuqala esekelayo, enolwazi ngokwelashwa. Le nsika isekelwe ekusebenziseni ulimi oluqinisekisayo, ilokhu ibuza ukuthi “kungani” ukuze uqonde izidingo ezijulile, futhi ibeke phambili ubufushane nenhlonipho ukuze yenze umsebenzisi azizwe ebonwa futhi eqondwa ekusebenzelaneni kwakhe kokuqala. I-Emotional InterfaceLungisa idizayini ibe yindawo yedijithali enesikhuthazi esincane sobuchopho obusosizini. Le nsika igxile kumathuluzi abonakalayo nasebenzisanayo: amaphalethi athulisiwe, ukusebenzisana okuncane okuthulisa, izici zokuqala zezwi, nokwenza kube ngokwakho, ukuze kuqinisekiswe ukuthi umsebenzisi ungena endaweni yedijithali ezolile, ebikezelwayo, nephephile. Impela, lawa mathuluzi awakhawulelwe kulawo engiwasebenzise kulo lonke ulwazi lwami, futhi kuhlala kunendawo yokusungula, kukhumbula okuthandwa ngabasebenzisi nocwaningo lwesayensi. I-Retention EngineBe iyaphikelela ekusekeleni uxhumano lwangempela phezu kokwenziwa kwegeyimu okukhohlisayo. Le nsika igxile ekwakheni ukusebenzelana okuhlala njalo ngezinhlelo zokuthethelela (njengomnotho "Okubalulekile"), usekelo oluqhutshwa umphakathi (njengokushintshana ngezinhlamvu), namathuluzi anikeza inani elijulile ezikhathini zobunzima (njengomhumushi Omusha). Lapho udala amathuluzi anjalo, hlose ukusebenzisa isigqi esisekelayo esihambisana nohambo olungaqondile lwempilo yengqondo.
Ukwethemba Impumelelo: Umdlalo Wokulinganisa Nakuba thina, njengabaklami, singachazi ngokuqondile amamethrikhi empumelelo yohlelo lokusebenza, asikwazi ukuphika ukuthi umsebenzi wethu uthonya imiphumela yokugcina. Yilapho amathuluzi ethu asebenzayo ezinhlelweni zokusebenza zezempilo yengqondo engase eze khona ngokubambisana nemigomo yomnikazi womkhiqizo. Wonke amathuluzi adizayinelwe ngokusekelwe emicabangweni, ukuhlolwa kokuthi abasebenzisi bayawadinga, ukuhlolwa okuqhubekayo, nokuhlaziywa kwemethrikhi. Ngingasho ukuthi enye yezingxenye zempumelelo ezibaluleke kakhulu zohlelo lokusebenza lwezempilo yengqondo ukwethenjwa. Nakuba kungelula ukukala, indima yethu njengabaklami ilele ngokuqondile ekudaleni i-UX Framework ehlonipha futhi elalela abasebenzisi bayo futhi yenze uhlelo lokusebenza lufinyeleleke ngokugcwele futhi lubandakanye. Iqhinga ukuzuza ibhalansi eqhubekayo phakathi kokusiza abasebenzisi ukuthi bafinyelele imigomo yabo yokuphila kahle kanye nomthelela wegeyimu, ukuze nabo bazuze kunqubo nomkhathi. Kuyinhlanganisela yokujabulela inqubo nokugcwaliseka okuvela ezinzuzweni zezempilo, lapho sifuna ukwenza ukuzindla okujwayelekile kube okuthile okujabulisayo. Indima yethu njengeabaklami bomkhiqizo kufanele bahlale bekhumbula ukuthi umgomo wokugcina womsebenzisi ukuzuza umphumela omuhle ongokwengqondo, hhayi ukuhlala ku-loop yemidlalo engapheli. Impela, sidinga ukukhumbula ukuthi uma uhlelo lokusebenza luthatha umthwalo omningi ngempilo yabasebenzisi balo, kuba nezimfuneko ezengeziwe zokuklama kwalo. Uma le bhalansi ishaywa, umphumela uba ngaphezu kwamamethrikhi angcono; kunomthelela omuhle kakhulu ezimpilweni zabasebenzisi bakho. Ekugcineni, ukunika amandla inhlalakahle yomsebenzisi impumelelo ephakeme kakhulu ubuciko bethu obungayifisa.
