Eminyakeni eyishumi edlule, umklamo okholisayo wawungumngcele omusha emkhakheni we-UX. Ku-athikili ye-Smashing yango-2015, ngangiphakathi kwalabo ababonise indlela yokuthi odokotela basuke ekugxileni kakhulu ekuthuthukiseni ukusebenziseka nokususa ukungqubuzana ukuze baqondise abasebenzisi kumphumela abawufunayo. Isisekelo sasilula: ngokusebenzisa i-psychology, singathonya ukuziphatha komsebenzisi futhi sithuthukise imiphumela efana nokubhaliswa okuphezulu, ukugibela okusheshayo nokucebile, nokugcinwa okuqinile nokuzibandakanya. Eminyakeni eyishumi kamuva, leso sithembiso sibonakale siyiqiniso - kodwa hhayi ngendlela efanayo abaningi bethu ababeyilindele. Iningi lamaqembu omkhiqizo lisabhekene nezinkinga ezijwayelekile: amanani aphezulu wokugxuma, ukwenza kusebenze okubuthakathaka, kanye nabasebenzisi abayekayo ngaphambi kokubhekana nevelu eyinhloko. Ukuthuthukiswa kokusebenziseka kuyasiza, kodwa akuhlali kubhekana negebe lokuziphatha elingaphansi kwala maphethini. Umklamo ohehayo awuzange unyamalale - wavuthwa. Namuhla, inguqulo ewusizo kakhudlwana yalo msebenzi ivame ukubizwa ngokuthi idizayini yokuziphatha: indlela yokuvumelanisa okuhlangenwe nakho komkhiqizo nezisusa zangempela zokuziphatha komuntu, nengqondo yezimiso zokuziphatha. Uma kwenziwe kahle, kungathuthukisa ukuguqulwa, ukuqedwa kokugibela, ukuzibandakanya, nokusebenzisa isikhathi eside ngaphandle kokunyebelezela. Nakhu engizokuhlanganisa:
Yini ebambe iqhaza kusukela eminyakeni eyishumi edlule yokuklama okuthonya; Yini engazange ibambe, ikakhulukazi imingcele ye-gamification yephethini yokuqala; Yini eshintshile endleleni esimodela ngayo ukuziphatha, kusukela kuzibangeli kuya kumongo namasistimu; Isetshenziswa kanjani izinhlaka zokuziphatha zesimanje ukuze kuthuthukiswe kokubili ukutholwa kanye nemibono; Indlela esebenzayo yokwenza lo msebenzi njengeqembu, usebenzisa ukulandelana kweshabhu yokuzivocavoca emihlanu, ungakwazi ukuzivumelanisa nomkhiqizo wakho.
Umgomo awukona ukwengeza amaqhinga engeziwe kukhithi yakho yamathuluzi. Okokusiza ukuthi wakhe indlela ephindaphindwayo, eyabiwe yokuhlonza izithiyo zokuziphatha nokuklama izixazululo ezisekela imigomo yabasebenzisi kanye nemiphumela yebhizinisi. Ingabe Ukukholisa Kuyafana Nokukhohlisa? Idizayini Yokuziphatha ayikona mayelana nokushaya amaphethini akhohlisayo noma "ama-hacks okukhula" ku-UI yakho. Kumayelana nokuqonda ukuthi yini ngempela enika amandla noma evimbela abasebenzisi bakho endleleni yabo yokufinyelela umgomo wabo bese uklama ukuzizwisa okubaholela empumelelweni.
Idizayini yokuziphatha imayelana nokuvala igebe phakathi kwalokho abasebenzisi abakufunayo (ukufinyelela imigomo yabo, ukuzizwa benenani) nalokho amabhizinisi akudingayo (ukwenza kusebenze, ukugcinwa, imali engenayo), ukudala imiphumela ewinayo lapho i-UX enhle nemiphumela emihle yebhizinisi iqondana. Kodwa njengawo wonke amathuluzi anamandla, angasetshenziswa kokubili kokuhle nokubi. Umehluko usenhloso yomklami. Abanye abaklami baphikisa ngokungakhuthazi ukuklama kokuziphatha noma okuthonyayo, kuyilapho abanye bephikisana ngokuthi kudingeka siqonde amathuluzi ukuze sifunde ukuthi singawasebenzisa kanjani kahle nokuthi singawela kanjani ogibeni lokuthuthukisa ilensi engenasimilo kalula, futhi ngokuvamile ngokungenangqondo. Uma singakhanyiselwe, singahlulela kanjani-ke lokho okumelela umkhuba omuhle nokubi? Uma singaqondi ukuthi i-psychology isebenza kanjani, ngakho-ke asinakho ukuqwashisa okudingekayo ukuze sibone ukuchema kwethu. Uma singawaqondi lawa mathuluzi, asikwazi ukubona lapho esetshenziswa kabi. Umehluko phakathi kokuncenga nokukhohlisa inhloso, kanye nokuziphendulela. Ngemva Kweshumi Leminyaka, Sifundeni? Ekuqaleni kwawo-2010, amaqembu amaningi aphatha idizayini ehehayo njengecishe ifane nomdlalo. Uma ungeze amaphuzu, amabheji, namabhodi wabaphambili, ubuwenza isayikholoji. Futhi uma sikhuluma iqiniso, lawo makhenikha angaphezulu asebenze kwezinye izimo, okungenani esikhathini esifushane. Bangakwazi ukugudluza abantu ngokugeleza kokugibela noma bakhuthaze ukungena ngemvume okwengeziwe okumbalwa. Kodwa phakathi neminyaka eyishumi, imingcele yabo yacaca. Lapho into entsha isigugile, eziningi zalezi zinhlelo zazizwa zingajulile. Abasebenzisi bafunde ukuziba uchungechunge olungazange luxhume kunoma yini enenjongo noma abayeke lapho bebona ukuthi isendlalelo segeyimu sasingabasizi ukuba bafinyelele umgomo wangempela.
Yilapho ithiyori yokuzinqumela iye yalungisa kabusha buthule indlela amaqembu abalulekile acabanga ngayo mayelana nokugqugquzela. Ihlukanisa phakathi kwezisusa zangaphandle, njengemiklomelo, amaphuzu, nesimo, kanye nezishayeli zangaphakathi ezifana nokuzimela, ikhono, nokuhlobana. Kalula nje, uma "i-gamification" yakho ilwa nalokho abantu abakukhathalelayo ngempela, kuzogcina kuhlulekile. Izindlela zokungenelela ezisindile yilezo ezeseka izidingo zangaphakathi. Uchungechunge lokufunda ulimi olukwenza uzizwe unekhono futhi olubonisa ukuqhubeka lungasebenza ngoba lenza umsebenzi obalulekile uzizwe unenjongo futhi ulawuleka. Ibheji ekhona kuphela ukuhambisa inombolo yedeshibhodi, ngakolunye uhlangothi, iba ngokusheshaumsindo. Isifundo 1: Ukusuka Ekulungiseni Okusheshayo Kuya Kusu Lokuziphatha Isifundo esisodwa esibalulekile kusukela eshumini leminyaka elidlule ukuthi idizayini yokuziphatha idala inani elikhulu lapho ihamba ngaphezu kokulungiswa okuhlukile futhi iba isu lamabomu. Amathimba amaningi omkhiqizo aqala ngomgomo omncane: ukuthuthukisa izinga lokubhalisa, ukunciphisa ukuyeka, noma ukuqinisa ukugcinwa kwangaphambi kwesikhathi. Uma i-UX optimizations plateau, iphendukela kusayikholoji ukuze ikhuliswe ngokushesha, ngokuvamile ngempumelelo. Ithuba elikhulu alikona ukuphakanyiswa okukodwa ngaphezulu kwemethrikhi enenkani, kodwa ukuba nendlela ehlelekile yokuqonda nokulungisa ukuziphatha kuwo wonke umkhiqizo. Idizayini yokuziphatha ayiphathelene nama-hacks.Imayelana nokusiza abantu baphumelele.
Izimpawu ezijwayelekile kulula ukuzibona: abantu bayabhalisa kodwa abaqedi ukugibela; bachofoza kanye futhi bangabuyi; izici ezibalulekile zihlala zingasetshenzisiwe. Isu lokuziphatha alibuzi nje ukuthi "Yini esingayishintsha kulesi sikrini?" Ibuza ukuthi kwenzekani engqondweni nasemqondweni womsebenzisi ngalezo zikhathi. Lokho kungase kukuholele ekuklameni ukuzizwisa kokugibela okusebenzisa ilukuluku kanye nomthelela we-grade-gradient ukuze uqondise abantu ekuwineni okucacile kokuqala, esikhundleni sokuthemba ukuthi bafunde incwadi yosizo. Noma kungase kukuholele ekuklameni ukuhlola nokuzibophezela ngokuhamba kwesikhathi: ubufakazi bomphakathi lapho bubaluleke khona ngempela, izinselele ezifanele ezinwebekayo kodwa ezingaqini, ukudalulwa okuqhubekayo kwezici ezithuthuke kakhulu zivela lapho abantu sebelungile, kanye nezimbangela ezifanele ngesikhathi esifanele kakhulu esikhundleni sokunganaki okungahleliwe. Imikhiqizo emihle akulula ukuyisebenzisa.Kulula ukuzibophezela kuyo.
Isayikholoji yomkhiqizo ishintshile isuka emicabangweni esabalele yaya kumtapo wolwazi okhulayo wamaphethini aphindaphindekayo. Lawo maphethini akhanya kuphela lapho ehlala ngaphakathi kwemodeli yokuziphatha ehambisanayo: lokho abasebenzisi abazama ukukufeza, yini okubavimbelayo, nokuthi yiziphi izigwegwe iqembu elizozidonsa esigabeni ngasinye. Ukugudluza okulula, okukhuthazwe u-Thaler no-Sunstein, kusizile ekwandiseni ukucabanga kokuziphatha ekwakhiweni. Kodwa futhi sifunde ukuthi ukugudluza kukodwa akuvamile ukuxazulula izinselele ezijulile zokuziphatha. Isu lokuziphatha liqhubekela phambili: lihlanganisa amaqhinga, liwagxilise ekugqugquzeleni kwangempela, futhi lihlobanisa ucwaningo nethiyori ecacile yoshintsho. Umgomo awukona ukunqoba okukodwa kudeshibhodi yanamuhla, kodwa indlela yokusebenza ehlanganisa ngokuhamba kwesikhathi. Isifundo 2: I-Game Mechanics Yodwa Akwanele Oomakhenikha begeyimu yodwa abaselona isu lokuziphatha elithembekile. Eminyakeni eyishumi edlule, ukungeza amaphuzu, amabheji, namabhodi wabaphambili kwakucishe kube yifushaniso elithi "senza i-psychology." Namuhla, amaqembu amaningi afunde kanzima ukuthi lokhu kuwukuhlobisa ngaphandle uma kufeza isidingo sangempela. Indlela yokuziphatha iqala ngombuzo ongagwegwesi: Ithini isendlalelo segeyimu ekuseviseni, futhi isenzelwa bani? Ingabe isiza abantu ukuthi benze intuthuko ebalulekile kubo, noma igcina ideshibhodi ijabule? Uma ishaya indiva ugqozi lwangaphakathi, izobukeka ihlakaniphile emphemeni wama-slide futhi incithakalo ekukhiqizeni. Empeleni, lokho kusho ukuthi amaphuzu nama-streaks akusaphathwa njengokuthuthukiswa okuzenzakalelayo. Amaqembu abuza ukuthi umakhenikha uyabasiza yini abasebenzisi ukuthi bazizwe benekhono, bephethe kakhulu, noma bexhumeke kakhulu kwabanye. Uchungechunge lunengqondo kuphela uma lubonisa inqubekelaphambili yangempela ekhonweni umsebenzisi alikhathalelayo. Ibhodi yabaphambili yengeza inani kuphela uma abantu befuna ukuziqhathanisa futhi uma izinga libasiza banqume ukuthi benzeni ngokulandelayo. Uma ingaphumeleli lezo zivivinyo, iyimfuhlumfuhlu, hhayi injini ekhuthazayo. Ama-streak namabheji asebenza kuphela uma esekela okuthile abasebenzisi abakwazisa ngempela.
Imikhiqizo ephumelela kakhulu manje iqala ngohlangothi lwangaphakathi. Bacacile mayelana nokuthi umkhiqizo usiza ukuthi abasebenzisi babe yini noma bazuze, bese bebuza kuphela ukuthi umakhenikha wegeyimu angalukhulisa yini lolo hambo. Uma izici zegeyimu zengezwa, zihlala ku-core loop kunokuhlala phezu kwayo. Bakhombisa ubungcweti, bamaka ingqopha-mlando, futhi baqinise amagoli azishayelela wona. Lowo umehluko phakathi kokuphatha i-gamification njengomsebenzi wokupenda nokuwusebenzisa ukuze usekele abasebenzisi endleleni asebevele beyikhathalela. Isifundo 3: Ukusuka Embangela Nomphumela Kuya Ekucabangeni Kwezinhlelo Eziphelele Idizayini yangaphambi kwesikhathi ehehayo yayivame ukuthatha umqondo olula: thola isinyathelo esiphukile, engeza i-lever efanele, futhi abasebenzisi baqhubekele phambili. Kuhle kusilayidi, akuvamile ukuba yiqiniso eqinisweni. Abantu abenzi ngesizathu esisodwa. Banomongo, umlando, izinhloso eziqhudelanayo, imizwa, ingcindezi yesikhathi, izindaba zokuthembana, nezincazelo ezihlukene zempumelelo. Abasebenzisi ababili bangathatha isinyathelo esifanayo ngezizathu ezihluke ngokuphelele. Umsebenzisi ofanayo angaziphatha ngendlela ehlukile ngosuku oluhlukile.
Yingakho ukucabanga kwesistimu kubalulekile. Ukuziphatha kwakhekengamaluphu empendulo nokubambezeleka, hhayi nje isicupho esisodwa. Imiphumela esiyikhathalelayo, ukwethemba, ikhono, kanye nomkhuba, kwakhiwe ngokuhamba kwesikhathi. Ushintsho oluthuthukisa ukuguqulwa kwaleli sonto lusengenza buthaka ukugcinwa kwenyanga ezayo. Uma uke wathumela "i-conversion win" futhi wabuka amathikithi osekelo, ukubuyiselwa kwemali, noma ukukhuphuka kwe-churn, ukuzwile lokhu. Imethrikhi yendawo ithuthukile. Uhlelo lwaba lubi kakhulu. Izakhiwo zakho zedizayini zivumela abantu noma zibafake ebhokisini. Okuzenzakalelayo, ukuzulazula, impendulo, ukuhamba kancane, imiklomelo - ngasinye salezi sinqumo silolonga kabusha isistimu ngakho-ke nohambo abantu abaluthathayo. Ngakho-ke umsebenzi awukona ukuphelelisa ifaneli eyodwa. Okokwakha indawo lapho izindlela eziningi ezivumelekile zingaphumelela, nalapho isistimu isekela imigomo yesikhathi eside, hhayi nje ukuchofoza kwesikhashana. Umsebenzi awukona ukuphelelisa ifaneli eyodwa, kodwa ukusekela izindlela eziningi ezisebenzayo.
Isu lokuziphatha elivuthiwe licacile ngalokho. Idizayinelwe izindlela ezimbalwa esikhundleni “sokugeleza okujabulisayo,” isekela ukuzimela esikhundleni sokuphoqelela ukuthobela umthetho, futhi ibheka imiphumela engezansi esikhundleni sokuguqulwa kwesinyathelo sokuqala kuphela. Isifundo 4: Ukusuka Ezibangeli Kuya Emongolweni Ushintsho olufanayo lwenzekile ezinhlelweni esizisebenzisayo. Eminyakeni eyishumi edlule, iFogg Behavior Model (FBM) yayigcwele yonke indawo. Inikeze amaqembu ama-trio amathathu alula: ugqozi, ikhono, i-trigger - kanye nomlayezo ocacile: ukumemeza kakhulu ngokutshelwa akulungisi ukukhuthazeka okuphansi noma ikhono eliphansi. Lokho kukodwa kwaba ukuthuthukiswa okuwusizo. Umsebenzi kaFogg uqhubekile futhi. Ngemikhuba Emincane, ukugxila kuncike kakhulu kubunikazi, imizwa, kanye nokwenza ukuziphatha kuzizwe kulula futhi kunenjongo yomuntu siqu. Lokho kukhombisa ushintsho olubanzi emkhakheni: kude “nezaziso eziningi zomlilo” kanye nokuya ezindaweni zokuklama lapho ukuziphatha okulungile kuzwakala kungokwemvelo. Amaqembu ekugcineni agijimela odongeni olufanayo: ukwaziswa akulungisi amandla aphansi noma ithuba elilahlekile. Awukwazi ukugxeka abantu ngamakhono abangenawo noma ezimweni ezingekho. Kulapho amaqembu amaningi asebenza ngokujulile ngoshintsho lokuziphatha afinyelele ku-COM-B njengesisekelo esiphelele.
I-COM-B yephula ukuziphatha kube amandla, ithuba, kanye nogqozi. Kuqala ngesheke elingacacile: ingabe abantu bangakwenza lokhu ngempela, futhi ingabe indawo abakuyo iyabavumela? Lokho kumephu kahle emikhiqizweni yesimanje, lapho ukuziphatha kwenzeka kuwo wonke amadivayisi, iziteshi, nezikhathi, hhayi esikrinini esisodwa. Iphinde ixhume emsebenzini obanzi wokushintsha ukuziphatha kwezempilo kanye nenqubomgomo yomphakathi, ngakho-ke asikho isidingo sokusungula kabusha yonke into ngaphakathi kwe-UX. Ukucabanga ngale ndlela kugudluza amaqembu ezindabeni ezilula zembangela-nomphumela. Ukwehla kwezinga lokuqeda akusaseyona "inkinobho yimbi" noma "sidinga ezinye izikhumbuzi," kodwa umbuzo mayelana nokuthi amakhono, umongo, kanye nokugqugquzela kusebenzisana kanjani. Inkinga yekhono ingase idinge isixhumi esibonakalayo esingcono kanye nemfundo engcono. Inkinga yamathuba ingase ibe mayelana nokufinyelela kwedivayisi, isikhathi, noma indawo ezungezile yomphakathi, hhayi isakhiwo. Ukugqugquzeleka kungalolongwa kakhulu yintengo nokwethenjwa komkhiqizo njenganoma yimuphi umlayezo ongaphakathi komkhiqizo. Idizayini yesimanje yokuziphatha incane mayelana nokusebenzisa ukuchofoza futhi okwengeziwe mayelana nezimo zokubumba lapho isenzo sizwakala silula futhi sinenjongo.
Le lensi ebanzi futhi yenza umsebenzi osebenza ngokuphambene ube lula. Umkhiqizo, idizayini, ukumaketha, nedatha ingabelana ngemodeli eyodwa yokuziphatha futhi babone izibopho zabo kuyo. Abaklami balolonge ikhono elibonakalayo kanye nethuba kusixhumi esibonakalayo, ukumaketha kubumba uhlaka olukhuthazayo namathriga, kanye nokusebenza kulolonga ithuba lesakhiwo kusevisi. Esikhundleni sokuthi wonke umuntu aphushe izinsimbi zakhe eyedwa, i-COM-B isiza amaqembu ukuthi abone ukuthi asebenza ezingxenyeni ezihlukene zesistimu efanayo. Isifundo 5: IPsychology Ingasetshenziswa Futhi Ukuklama Futhi Ukunquma Ukutholwa I-COM-B ivame ukusetshenziswa njengebhuloho phakathi kokutholwa nokucabanga. Ngasohlangothini lokutholwa, kunikeza ukwakheka kocwaningo. Ungayisebenzisa ukuklama imihlahlandlela yenhlolokhono, ufunde izibalo, futhi wenze izifundo zokuqaphela. Yakhelwe ukuhlonza ukuthi yini okudingeka ishintshe ukuze ukuziphatha kushintshe, okukhomba kahle ukutholwa komkhiqizo wangaphambi kwesikhathi. Ukutholwa okuhle akubuzi nje ukuthi abasebenzisi bathini, kodwa kuhlola ukuthi ukuziphatha kwabo kwembulani.
Esikhundleni sokubuza ukuthi "Kungani uyekele ukusebenzisa umkhiqizo?" bese ubhala phansi impendulo yokuqala, udabula ngamabomu amandla, ithuba, kanye nogqozi. Ubuza izinto ezifana nalezi:
Ingabe abasebenzisi bangakwenza lokhu ngempela, uma kubhekwa amakhono abo nolwazi? Ingabe ingqikithi yabo iyabasiza noma iyabavimbela ekusebenzeni? Siqine kangakanani isisusa sabo uma siqhathaniswa nezinye izimfuno zesikhathi nemali yabo?
Wenahamba ngolwazi lwakamuva ngokuningiliziwe: yimuphi umshini abawusebenzisile, ukuthi kwakuyisiphi isikhathi sosuku, ubani omunye owayekhona, nokuthi yini enye ababeyenza. Ukhuluma ngokuthi kubaluleke kangakanani lokhu kuziphatha uma kuqhathaniswa nakho konke okunye empilweni yabo nokuthi yiziphi izinguquko abazenzayo. Kubahlanganyeli, le mibuzo izwakala ingokwemvelo. Ngaphansi kwe-hood, uhlanganisa ngokuhlelekile zonke izingxenye ezintathu ze-COM-B, ngokuhambisana nendlela osebenza ngokushintsha ukuziphatha abayisebenzisa ngayo imodeli emsebenzini wekhwalithi. Ungabheka idatha yokuziphatha ngendlela efanayo. Ukwehliswa kwefaneli, isikhathi somsebenzi, namaphethini okuchofoza kuyizinkomba: ingabe abantu babambekile ngenxa yokuthi abakwazi ukuqhubekela phambili, ngenxa yokuthi indawo ezungezile iyabaphazamisa, noma ngenxa yokuthi abanandaba ngokwanele ukuze baqhubeke? Amathuluzi ezibalo esimanje akwenza kube lula ukubuka lokho abantu abakwenzayo ngempela kunokuthi babike lokho abakubikayo kuphela, futhi ukuhlanganisa idatha yobuningi nekhwalithi kukunikeza isithombe esigcwele kunanoma uwedwa. Uma kunegebe phakathi kwalokho abantu abakushoyo nabakwenzayo, ukubheka njengesignali esikhundleni sokucasuka. Omunye angase athi ukulondolozela umhlalaphansi kubaluleke kakhulu, kodwa ungalokothi usethe ukudluliswa kwemali okuphindelelayo. Umsebenzisi angase athi ukugibela bekulula, kuyilapho isikhathi sakhe sibonisa ukuphindeka emuva naphambili phakathi kwezinyathelo. Lokho kungezwani kuvame ukuba lapho ukuchema, imikhuba, nezithiyo ezingokomzwelo zihlala khona. Ngokuzibhala ngokwamandla, ithuba, kanye nogqozi, futhi uzixhumanise nezithiyo ezithile ezifana nokwenqaba ubungozi, ukukhubazeka kokuhlaziya, ukuchema kwesimo esikhona noma ukuchema kwamanje, usuka “emibonweni” engacacile uye kumephu ehlelekile yalokho okusendleleni. Igebe phakathi kwalokho abantu abakushoyo nabakwenzayo akuwona umsindo - imephu.
Umphumela walolu hlobo lokutholwa akuwona nje umuntu nohambo. Uphinde uthole isitatimende esicacile sokuziphatha kwamanje, ukuziphatha okuqondiwe, kanye nezithiyo zokuziphatha nezinike amandla ezihlala phakathi kwakho. Isifundo 6: Sebenzisa Ukutholwa Kokuziphatha Emcabangweni Wakho Ibhuloho elisuka ekutholeni liye emcabangweni lingaba isifanekiso somusho owodwa: Kusukela ekuziphatheni kwamanje kuya ekuziphatheni okuqondiwe, ngokwenza u-X, ngenxa yesivimbelo esingu-Y.
Lokhu "kusuka-kuya-kungani" kuphoqa amaqembu ukuthi asho lokho akukholelwayo ngempela. Awusho nje ukuthi "engeza uhlu lokuhlola." Uthi: “Sikholelwa ukuthi uhlu lokuhlola luzosiza abasebenzisi abasha bazizwe benekhono, okuzokwandisa ithuba lokuthi baqedele ukusetha kuseshini yabo yokuqala.” Manje inkolelo-mbono yokuziphatha ongayihlola ngokuhlolwa, hhayi nje umbono wedizayini owuthembayo. Ukusuka lapho, ungakhiqiza okuhlukile okuningana okuveza isimiso esifanayo ngezindlela ezihlukene futhi udizayine izivivinyo ezikuzungezile. Ungase uzame imilayezo embalwa yonke encike ekwenyanyani kokulahlekelwa, noma izindlela ezimbalwa zokwenza lula isinyathelo sokungqubuzana okuphezulu, noma izinhlobo ezihlukene zobufakazi bomphakathi ezihluka ngephimbo nokusondelana. Ukushintsha okubalulekile ukuthi awusajikijeli imibono odongeni. Uqondise ngamabomu amandla, ithuba, noma izinkinga zokugqugquzela ezivelile, kanye nokuhlola ukuthi yiziphi izisekelo ezisebenza ngempela kumongo wakho. Yonke imibono kufanele iphendule umbuzo owodwa: yimuphi umgoqo esizama ukuwushintsha?
Ngokuhamba kwesikhathi, le loop phakathi kokutholwa kokuziphatha kanye nemibono iphenduka ibhuku lokudlala lasendaweni. Ufunda ukuthi emkhiqizweni wakho, ezinye izimiso zisiza abasebenzisi bakho futhi ezinye ziwele phansi. Ufunda futhi ukuthi amaphethini avela ezifundweni ezikhazimulayo awadluliseli ngokuzenzakalelayo. Ngisho nocwaningo lokuguqulwa kokuziphatha kanye noshintsho lokuziphatha luvame ukugcizelela ukusetshenziswa okuqondile komongo, okugxile kubasebenzisi kunezindlela zokupheka ezijwayelekile. Lokhu kusetshenziswa okukabili kokusebenza kwengqondo ekutholeni nasekucabangeni ngemibono kungenye yezinguquko ezinkulu zeminyaka eyishumi edlule. Abathathu bomkhiqizo bangabheka indawo yokulahla enenkani bese bebuza, ndawonye, "Ingabe leli yikhono, ithuba, noma inkinga yokugqugquzela?" Bese bekhiqiza imibono eqondise leyo ngxenye yesistimu esikhundleni sokuqagela. Lolo limi okwabelwana ngalo lwenza idizayini yokuziphatha ingabi yisengezo esikhethekile futhi ibe yindlela evamile yokuthi amaqembu ahlukahlukene acabange ngomsebenzi wawo. Iminyaka Eyishumi Kamuva: Yini Efakazelwe Ukusebenza Ngokusebenza Uma ishumi leminyaka lokuqala ledizayini ehehayo lisifundise noma yini, ukuthi ukuqonda ngokuziphatha ishibhile kuze kube yilapho iqembu lisebenza kukho ndawonye. Izindlela zibalulekile. Ngokuhamba kwesikhathi, isethi encane yamafomethi omhlangano wokucobelelana ngolwazi iye yasiza ngokuqhubekayo amaqembu emikhiqizo embule izithiyo zokuziphatha, aqondanise namathuba, futhi akhiqize izixazululo ezisekelwe kumqondo wangempela esikhundleni samaphethini angaphezulu. Njengoba idizayini yokuziphatha ikhule isuka ekugudluzeni kwamaqhinga yaba isiyalo samasu,umbuzo osobala ulokhu uvela: Amaqembu awenza kanjani lo msebenzi ndawonye ngokuzijwayeza? Abaphathi bemikhiqizo, abaklami, abacwaningi, nonjiniyela basuka kanjani ekubonweni okusabalele (“abantu babonakala bedidekile lapha”) baye ekuxilongweni kokuziphatha okwabiwe, bese beya emibonweni eqondiwe ebonisa abashayeli bangempela bekhono, ithuba, kanye nogqozi? Enye indlela ephumelelayo yokwenza lokhu kukhonkolo ngokusebenzisa ifomethi yokusebenzela. Inhloso ukusiza amaqembu:
Humusha ucwaningo ngokusebenzisa ilensi yokuziphatha, Amandla obuso, ithuba, kanye nezikhala zokugqugquzela, Beka phambili amathuba aphezulu, futhi Khiqiza imibono enengqondo enengqondo futhi ecutshungulwa ngendlela efanele.
Umsebenzi womkhiqizo wangempela ungcolile futhi ugcwele izihibe zempendulo; akekho olandela uhlu lokuhlola oluphelele lwesinyathelo nesinyathelo. Kodwa ekufundeni, futhi ikakhulukazi ukwethula idizayini yokuziphatha eqenjini okokuqala ngqa, ukulandelana okuhlelekile kokuzivocavoca kunikeza abantu imodeli yengqondo. Ibonisa uhambo olusuka ekutholakaleni kusenesikhathi ukuya ekucaciseni ukuziphatha, kusukela emathubeni kuya emibonweni, futhi ekugcineni kuya ekungeneleleni okuye kwahlolwa ingcindezi kusetshenziswa ilensi yokuziphatha. Ukuzivocavoca ngezansi kungenye iresiphi enjalo. I-oda lihloselwe: isinyathelo ngasinye sakhela kwesedlule ukuze sisuke ekuzweleni nasekuqondeni siye emathubeni abekwe eqhulwini, imiqondo ebambekayo, nezisombululo ezinomthwalo wemfanelo. Alikho iqembu elizoyilandela iphelele ngaso sonke isikhathi, kodwa ibonisa indlela umsebenzi wokuklama ukuziphatha ovame ukuvela ngayo uma uhamba kahle. Ngaphambi kokungena emininingwaneni, nansi iresiphi ephelele nokuthi ukuvivinya umzimba ngakunye kunomthelela kanjani enqubweni enkulu yokuklama ukuziphatha:
Imephu Yozwela LokuziphathaYakha ukuqonda okwabiwe kwendawo yengqondo yomsebenzisi: imizwa, imikhuba, imibono eyiphutha, nemithombo yokungqubuzana. I-Behavioral Journey MappingMaps ukuhamba komsebenzisi ngokuhamba kwesikhathi, futhi imboza izinto ezivumela ukuziphatha nezithiyo. I-Behaviour Scoring Ibeka kuqala ukuthi yimaphi amathuba okuziphatha okufanele ubhekane nawo kuqala ngokusekelwe kumthelela, ukuba nokwenzeka, kanye nobufakazi. Imibono Okokuqala, Amaphethini KamuvaIkhuthaza umcabango-umbono wokuqala, bese isebenzisa amaphethini athonyayo ukuze icwenge futhi iqinise imiqondo ethembisayo. Iqiniso Elimnyama Ihlola izingozi zokuziphatha, imiphumela engahlosiwe, nokusetshenziswa kabi okungaba khona.
Inothi ngesikhathi: Empeleni, lokhu kulandelana kungenziwa ngamafomethi ahlukene kuye ngezingqinamba. Ukuze uthole ifomethi ehlangene, amaqembu avame ukuqhuba I-Exercises 1-3 emhlanganweni wokufundisa wesigamu sosuku, kanye Nokuzivocavoca 4-5 ngeseshini yesibili yesigamu sosuku. Ngokuhamba kwesikhathi, umsebenzi ungasatshalaliswa isonto lonke: ukutholwa ekuqaleni kwesonto, ukubeka phambili phakathi neviki, kanye nemibono kanye nokubuyekezwa kokuziphatha ngasekupheleni. Isakhiwo sibaluleke ngaphezu kweshejuli; umgomo uwukugcina inqubekelaphambili ekuqondeni → ukubeka phambili → imibono → ukuzindla. Ngezansi ukuningiliza okufushane komsebenzi ngamunye njengoba ngijwayele ukuwasiza ezingqungqutheleni zokufundisana ngokuhambisana nomtapo wezincwadi wamaphethini athonyayo. Isivivinyo 1: Imephu Yozwela Lokuziphatha Isinyathelo sokuqala ukwakha ukuqonda okwabiwe, okusekelwe ngokwengqondo kwabasebenzisi. Imephu Yozwela Lokuziphatha inweba imephu yozwelo yendabuko ngokunaka lokho abasebenzisi abazama ukukwenza, ukukugwema, ukukuhlehlisa, ukungaqondi, noma abazizwa bengaqinisekile ngakho. Lezi zimpawu zokuziphatha ezicashile ngokuvamile zembula okungaphezu kwezidingo ezishiwo noma amaphuzu obuhlungu. Umgomo: Qonda ukuthi yini eshayelayo noma evimba ukuziphatha okuqondiwe ngokuthwebula lokho abasebenzisi abakucabangayo, abakuzwayo, abakushoyo, nabakwenzayo - nokubona izithiyo zokuziphatha nezinikezi amandla. Izinyathelo:
Ebhodini elimhlophe noma ephepheni elikhulu, dweba imephu yozwelo: Ukucabanga & Ukuzwa, Ukubona, Ukusho & Ukwenza, kanye Nokuzwa.
Engeza imininingwane yocwaningo ngokuvumela wonke umuntu ukuthi angeze amanothi anamathela buthule avela ezingxoxweni, idatha, amalogi osekelo, noma okuphawuliwe kumaquadrants. Ukuqonda okukodwa kunothi ngalinye. Khomba imigoqo kanye nama-enablers.Amanothi eqoqo enza ukuziphatha kube nzima (izithiyo) noma kube lula (izinikezi).
Okukhiphayo: Imephu egxilile yamandla angokwengqondo nawomongo alolonga ukuziphatha okuqondiwe, alungele ukuzondla ku-Behavioral Journey Mapping. Isivivinyo sesi-2: Imephu Yohambo Lokuziphatha Uma usuwuqonda umqondo womsebenzisi nomongo, isinyathelo esilandelayo ukubeka imephu ukuthi lawo mandla adlala kanjani ngesikhathi sonke. Imephu Yohambo Lokuziphatha imboza imigomo yomsebenzisi, izenzo, imizwa, nendawo ohambweni lomkhiqizo, igqamisa izikhathi ezithile lapho ukuziphatha kuvame ukuma noma ukuguquka. Ngokungafani namamephu ohambo endabuko, inguqulo yokuziphatha igxile lapho amandla ephuka khona, lapho indawo ezungezile isebenza ngokumelene nomsebenzisi, nalapho ukugqugquzela kuphelelwa khona noma ukungqubuzana.vuka. Lokhu kuba izimpawu zakuqala zalapho ushintsho ludingeka khona futhi lungenzeka. Okukhiphayo kubonisa ithimba ngokunembile lapho umkhiqizo ubuza kakhulu, lapho abasebenzisi bengenakho usekelo, noma lapho ugqozi olungeziwe noma ukucaca okungase kudingeke khona. Umgomo: Imephu yezinyathelo ukusuka endaweni yokuqala yomsebenzisi ukuya ekuziphatheni okuqondiwe, futhi uthwebule amandla okhiye nezithiyo endleleni. Izinyathelo:
Dweba umugqa ovundlile ukusuka ku-A (indawo yokuqala) uye ku-B (ukuziphatha okuqondiwe).
Cela wonke umuntu ukuthi abhale izinyathelo ezithathwa umsebenzisi ukusuka ku-A kuye ku-B kumanothi anamathelayo (elilodwa kunothi ngalinye). Faka phakathi izenzo ngaphakathi nangaphandle komkhiqizo. Beka amanothi ngokulandelana emgqeni. Hlanganisa izimpinda futhi uqondanise ngokulandelana okwabiwe. Nweba i-eksisi eqondile ngemigqa emibili:Izinto ezivumela abasebenzisi ukuthi baye phambili),Izithiyo (yini engase ibambezele noma imise abasebenzisi).
Bheka izinyathelo ezinezithiyo eziningi noma amandla ambalwa. Lezi izindawo ezishisayo zokuziphatha. Gqamisa izinyathelo lapho ukugudluza okuhle kungasiza abasebenzisi ngokuphusile ukuthi baqedele uhambo.
Okukhiphayo: Uhambo olucacile, olugxile ekuziphatheni olubonisa lapho abasebenzisi bazabalaza khona, kungani, futhi yiziphi izikhathi ezinikeza amandla amakhulu oshintsho. Isivivinyo sesi-3: Ukushaya amagoli ekuziphatheni Ngesithombe esicacile sohambo lomsebenzisi nokuthi yiziphi izikhathi ezingazuza esandleni esiwusizo ngokuziphatha, manje usulungele ukuhlonza ukuziphatha okunengqondo kakhulu ukugxila ekuzameni ukuthonya. Umgomo: Nquma ukuthi yikuphi ukuziphatha okuhlosiwe okufanele kugxilwe kukho kuqala, ngokusekelwe kumthelela, ukuguquka kalula, kanye nokukalwa kalula. Izinyathelo:
Faka kuhlu ukuziphatha okungase kuqondiswe. Ngokusekelwe kokukhishwayo Kwemephu Yohambo Lokuziphatha, bhala uhlu lwezenzo ezingase ziqondiswe. Ukuziphatha okukodwa kunothi ngalinye elinamathelayo. Yiba nokhonkolo ngangokunokwenzeka (lokho abasebenzisi abakwenzayo, kuphi, futhi nini). Dala ithebula elinamakholomu alandelayo:Umthelela wokushintsha ukuziphatha (ukuthi kungakanani okungawushukumisa umgomo),Ushintsho olulula (ukuthi kunengqondo kangakanani ukuthonya),Ukulinganisa kalula (ukuthi kuqonde kangakanani ukulandelela).
Ukuziphatha okuhlosiwe okungaba khona Umthelela wokushintsha ukuziphatha Ukushintsha kalula Ukulinganisa kalula Ingqikithi … … …
Faka ukuziphatha ngakunye okusohlwini kuthebula futhi uthole amaphuzu ukusuka ku-0 kuye ku-10 kukholomu ngayinye. Hlunga impatho ngenani eliphelele futhi uxoxe ngabanamaphuzu aphezulu kakhulu: Ingabe kunengqondo uma unikezwe okwaziyo ngabasebenzisi kanye nemikhawulo? Khetha ukuziphatha okuhlosiwe okuyinhloko ofuna ukukwenza ekuzilolongeni okulandelayo.Ongakukhetha, qaphela "ukuziphatha kwebhonasi" okungase kulandele njengomthelela oseceleni.
Okukhiphayo: Isethi encane yokuziphatha okuqondiwe okubalulekile okunesizathu esicacile sokuthi kungani kubalulekile manje, kanye nohlu lokuziphatha okungabalulekile kakhulu ongase ukuvakashele kabusha kamuva. Ithebula eligcwalisiwe le-Behaviour Scoring lingabukeka kanje:
Ukuziphatha okuhlosiwe okungaba khona Umthelela wokushintsha ukuziphatha Ukushintsha kalula Ukulinganisa kalula Ingqikithi Umsebenzisi uqedela uhlu lokuhlola lokugibela ngesikhathi sokuqala. 8 6 9 23 Umsebenzisi umema okungenani ozakwethu oyedwa phakathi kwezinsuku ezingu-7. 9 4 8 21 Umsebenzisi ubuka ividiyo egcwele yokuvakasha yomkhiqizo. 4 7 6 17 Umsebenzisi ufunda amadokhumenti osizo ngesikhathi sokugibela. 3 5 4 12
Kulokhu, ukuqedwa kohlu lokuhlola kuvela njengokugxilwa kakhulu kokuqala okuqine kakhulu: kunomthelela omkhulu, kunomthelela ngokwangempela ngezinguquko zedizayini, futhi kungalinganiswa ngokwethembeka. Ukumema ozakwethu kungase kubaluleke kakhulu, kodwa kungase kudinge izinguquko ezibanzi ngale komklamo wesixhumi esibonakalayo, kukwenze kube ukugxila kwesibili. Isivivinyo sesi-4: Imibono Okokuqala, Amaphethini Kamuva Uma iqembu selivumelene ngokuthi yikuphi ukuziphatha okubaluleke kakhulu, ingozi elandelayo ukweqa ngokushesha kakhulu kumaqhinga ajwayelekile engqondo. Esinye sezifundo ezicace kakhulu kube ukuthi ukuqala “ngephethini” kuvame ukuholela ezixazululweni ezijwayelekile ezizizwa zihlakaniphe kodwa ezingaphumeleli kumongo. Lo msebenzi uhlukanisa ngamabomu ukukhiqizwa komqondo nohlaka olungokwengqondo. Umgomo: Khiqiza izixazululo ezisekelwe kumongo womsebenzisi kuqala, bese usebenzisa izimiso zengqondo ukuze uzicije futhi uziqinise. Izinyathelo:
Qala ngokuphindaphinda ukuziphatha okuqondiwe okubalulekile kanye nomgoqo oyinhloko okhonjwe phakathiuhambo lwemephu. Gcina lokhu kubonakala kulo lonke umsebenzi. Bese unikeza iqembu iwindi elifushane, eligxilile lemibono (imizuzu eyi-10–15). Umthetho lapha ulula: akukho ukubhekisela kumamodeli okuziphatha, ukuchema kwengqondo, noma amaphethini athonyayo okwamanje. Imibono kufanele ivele ngokuqondile kumongo womsebenzisi, imikhawulo, nezikhathi ezivezwe ngaphambili. Qoqa imibono endaweni okwabelwana ngayo bese uqoqa imiqondo efanayo. Bheka izindlela eziningi zokuxazulula inkinga efanayo ewumsuka (zihlanganise ndawonye). Kumanje kuphela lapho wethula khona umtapo wezincwadi wezimiso namasu okusebenza kwengqondo. Ngithuthukise amaphethini athonyayo ngale njongo ngqo. Umgomo walesi sinyathelo awukona ukumiselela imibono, kodwa ukuwucwenga:
Yimiphi imibono engaqiniswa ngokunciphisa ukungqubuzana? Yikuphi okungase kuzuze empendulweni ecacile, izimpawu zomphakathi, noma isikhathi esingcono? Ingabe zikhona ezinye izindlela zokufinyelela umphumela ofanayo ngenhlonipho noma ngokucacile? Amaphethini asetshenziswa njengamalensi, hhayi imiyalelo. Uma iphethini ingathuthukisi ukucaca, i-ejensi, noma usizo kulo mongo, imane ishaywe indiva.
Okukhiphayo: Isethi ethuthukisiwe yemicabango yesixazululo esekelwe kumongo wangempela womsebenzisi futhi esekelwa, lapho kufanele, ngezimiso zokuziphatha esikhundleni sokuqhutshwa yiyo. Lokhu kulandelana kusiza amaqembu ukuthi agweme “isakhiwo sokuqala sephethini,” lapho imibono ihlehliswa ukuze ivumelane nethiyori esikhundleni sokubhekana nezimo zangempela zabantu. Isivivinyo sesi-5: Iqiniso Elimnyama Ngaphambi kokuthi imibono iguquke ibe ukuhlolwa noma izici ezithunyelwe, idinga ukuhlolwa kokugcina. Hhayi okokwenzeka noma amamethrikhi, kodwa okokuziphatha. Eminyakeni edlule, lesi sinyathelo siye sabonakala sibucayi. Izixazululo eziningi ezihehayo ziveza kuphela uhlangothi lwazo olubi uma uzicabanga zisebenza kahle kakhulu, noma zisetshenziswa ezandleni ezingalungile, noma zisetshenziswa ngosuku olungalungile ngumuntu ongalungile. Umgomo: Izingozi zokuziphatha ezingaphezulu, imiphumela engahlosiwe, nokusetshenziswa kabi okungaba khona ngaphambi kokusetshenziswa. Izinyathelo:
Thatha umqondo owodwa noma emibili eqine kakhulu emsebenzini odlule. Cabanga ngezimo ezimbi kakhulu ngokucela ithimba ukuthi lishintshe indlela yokubuka izinto ngamabomu: Kuthiwani uma lowo esiqhudelana naye esebenzisa lokhu ngokumelene nathi? Kuthiwani uma lokhu kuthinta abasebenzisi lapho becindezelekile, bekhathele, noma besengozini? Kwenzekani uma lokhu kusebenza ngokuphindaphindiwe phakathi nezinyanga, hhayi kanye? Ingabe lokhu kungadala ingcindezi, icala, noma ukuncika?
Thwebula ukukhathazeka ngokuzibusa, ukwethembana, ukungakhethi, ukubandakanywa, noma inhlalakahle yesikhathi eside. Ngengozi ngayinye, hlola izindlela zokuthambisa noma ukulinganisa umphumela: Inhloso ecacile noma obala, Imvamisa ephansi noma isikhathi esithambile, Ukuphuma okusobala, Ezinye izindlela eziya phambili.
Eminye imibono ibunjwa kabusha. Ezinye zimisiwe isikhashana.Ezinye zisinda zinjalo, kodwa manje ngokuzethemba okukhulu.
Okukhiphayo: Izixazululo eziye zahlolwa ngokuziphatha, ngezingozi ezaziwayo futhi zancishiswa kunokuba zinganakwa. Ukwakha Isilulumagama Esabiwe SePsychology Yomkhiqizo Amaqembu azuza kakhulu ekwakhiweni kokuziphatha awavamile ukuba “nochwepheshe wezengqondo” oyedwa. Esikhundleni salokho, ithimba labo labelana ngesilulumagama mayelana nesayikholoji yomkhiqizo futhi liyazi ukuthi lixhumana kanjani nenkinga yekhasimende ngokuziphatha. Isilulumagama okwabelwana ngaso sishintsha i-psychology ibe ngumsebenzi ohlukahlukene.
Lapho amaphethini nezimiso kwabelwana ngazo:
Umkhiqizo, idizayini, ubunjiniyela, nokumaketha kungakhuluma ngokuziphatha ngaphandle kokukhuluma kudlule okunye. Imininingwane yokutholwa kulula ukuyihumusha ngoba izithiyo ezivamile nabashayeli banamagama. Imibono ingahlelwa njengokuqagela kokuziphatha (“sikholwa ukuthi lokhu kuzokhuphula ikhono langaphambi kwesikhathi…”) esikhundleni sokuqagela okungacacile.
Iqoqo le-Persuasive Patterns lakhula kusukela kulesi sidingo: ukunikeza amaqembu ulimi olufanayo kanye nesethi ephathekayo yezibonelo okumele akhombe. Kungakhathaliseki ukuthi isetshenziswa njengedekhi ephrintiwe endaweni yokusebenzela noma njengezinkomba zefomu elide phakathi nomsebenzi wansuku zonke, umgomo uyafana: yenza i-psychology yomkhiqizo into ithimba lonke elingayibona futhi lixoxe ngayo. Idizayini ekholisayo yayivame ukufakwa njengesikhwama samaqhinga. Namuhla, umsebenzi ubukeka uhlukile:
Izinsimbi zegeyimu zisetshenziselwa ukusekela ugqozi lwangaphakathi, hhayi ukushayela ukusebenzelana okuyize. Amafreyimu afana ne-COM-B kanye nesistimu yokucabanga isiza amaqembu ukuthi abone ukuziphatha kumongo, hhayi njengesiqhumiso esisodwa. Ukuqonda ngokuziphatha kusetshenziselwa ukulungisa ukutholwa kanye nemibono, hhayi nje izinguquko zekhophi yomzuzu wokugcina. Izimiso zokuziphatha ziyingxenye yomklamo kafushane, hhayi umcabango olandelayo.
Isinyathelo esilandelayo akuwona ama-nudges ayinkimbinkimbi. Kuwumkhuba ohleleke kakhulu: izindlela ezilula, ulimi olwabiwe, kanye nomkhuba wokubuza ukuthi “Kwenzekani ngempela ezimpilweni zabasebenzisi bethu lapha?” Uma uqala ngokugxila enkingeni eyodwa yokuziphatha, sebenzisa izivivinyo ezimbalwa kulesi sihloko,futhi unikeze ithimba lakho isethi eyabiwe yamaphethini ukuze ireferensi, usuvele wenza idizayini ehehayo ngendlela eye yavela ngayo kule minyaka eyishumi edlule: esekelwe ebufakazini, ehlonipha abasebenzisi, futhi ehloselwe imiphumela ebalulekile nhlangothi zombili zesikrini.
