Kwiminyaka elishumi eyadlulayo, uyilo olucengayo lwalungumda omtsha kwintsimi ye-UX. Kwinqaku le-2015 Smashing, bendiphakathi kwabo babonise indlela yokuba iingcali zihambe zisuka ekugxileni ikakhulu ekuphuculeni ukusetyenziswa kunye nokususa ingxabano ukukhokela abasebenzisi kwisiphumo esifunwayo. Isiseko sasilula: ngokusetyenziswa kwengqondo, sinokuphembelela indlela yokuziphatha yabasebenzisi kwaye siqhube iziphumo ezinjengobhaliso oluphezulu, ukukhwela ngokukhawuleza nokutyebileyo, kunye nokugcinwa okunamandla kunye nokuzibandakanya. Kwiminyaka elishumi kamva, eso sithembiso singqineke siyinyani-kodwa hayi ngendlela efanayo uninzi lwethu beluyilindele. Uninzi lwamaqela emveliso lusajongene neengxaki eziqhelekileyo: amazinga aphezulu okugxuma, ukusebenza okubuthathaka, kunye nabasebenzisi behla ngaphambi kokuba bafumane ixabiso eliphambili. Ukuphuculwa kokusetyenziswa kunceda, kodwa azisoloko zilungisa umsantsa wokuziphatha ohleli phantsi kwezi patheni. Uyilo olucengayo aluzange luphele - lwakhula. Namhlanje, inguqulelo eluncedo ngakumbi yalo msebenzi idla ngokubizwa ngokuba yindlela yokuziphatha: indlela yokulungelelanisa amava emveliso kunye nabaqhubi bokwenene bokuziphatha komntu, kunye nengqondo yokuziphatha. Yenziwe kakuhle, inokuphucula uguqulo, ukugqitywa kokukhwela, ukubandakanyeka, kunye nokusetyenziswa kwexesha elide ngaphandle kokutyibilika kwinkohliso. Nantsi into endiya kuyigubungela:
Yintoni ebambeleyo ukusuka kwiminyaka elishumi edlulileyo yoyilo olucengayo; Yintoni engazange ibambe, ngakumbi imida ye-pattern-first gamification; Yintoni etshintshileyo kwindlela esibonisa ngayo ukuziphatha, ukusuka kwizinto ezibangelayo ukuya kumxholo kunye neenkqubo; Indlela yokusebenzisa izikhokelo zokuziphatha zanamhlanje ukuphucula zombini ukufunyanwa kunye neengcinga; Indlela esebenzayo yokuqhuba lo msebenzi njengeqela, usebenzisa ulandelelwano lweworkshop yemithambo emihlanu, ungaziqhelanisa nemveliso yakho.
Injongo ayikokongeza amaqhinga amaninzi kwisixhobo sakho sezixhobo. Kukukunceda ukuba wakhe indlela ephindaphindiweyo, ekwabelwana ngayo ekuxilongeni imiqobo yokuziphatha kunye nokuyila izisombululo ezixhasa iinjongo zabasebenzisi kunye neziphumo zoshishino. Ngaba Ukweyisela Kuyafana Nokuqhatha? Uyilo lokuziphatha alukho malunga nokubetha iipateni ezikhohlisayo okanye "ukukhula kweehacks" kwi-UI yakho. Kumalunga nokuqonda ukuba yintoni eyenza ngokwenene okanye ithintele abasebenzisi bakho kwindlela yabo yokufikelela usukelo lwabo kwaye emva koko bayile amava abakhokelela empumelelweni.
Uyilo lokuziphatha lumalunga nokuvala umsantsa phakathi kwezinto ezifunwa ngabasebenzisi (ukufezekisa iinjongo zabo, ukuva ixabiso) kunye noko kufunwa ngamashishini (ukusebenza, ukugcinwa, ingeniso), ukudala iziphumo zokuphumelela apho i-UX elungileyo kunye neziphumo zoshishino ezilungileyo zihambelana. Kodwa njengazo zonke izixhobo ezinamandla, zinokusetyenziselwa okulungileyo nokubi. Umahluko ukwinjongo yomyili. Abanye abaqulunqi baphikisana nokungakhuthazi ukuziphatha okanye ukunyanzela ukuyila, ngelixa abanye bephikisana ukuba kufuneka siqonde izixhobo zokufunda indlela yokuzisebenzisa kakuhle kunye nendlela esinokulula ngayo, kwaye kaninzi singenangqondo, siwela emgibeni wokukhuthaza i-lens engafanelekanga. Ukuba asikhanyiselwa, ngoko sinokukugweba njani oko kumela uqheliselo olulungileyo nolubi? Ukuba asiyiqondi indlela ipsychology esebenza ngayo, ngoko asinalo ulwazi olufunekayo ukuze sibone ukuthambekela kwethu. Ukuba asiziqondi ezi zixhobo, asikwazi ukubona xa zisetyenziswa kakubi. Umahluko phakathi kokucenga kunye nenkohliso yinjongo, kunye nokuphendula. Kwiminyaka elishumi kamva, Sifunde Ntoni? Ekuqaleni koo-2010, amaqela amaninzi aphatha uyilo olucengayo oluphantse lwafana nomdlalo. Ukuba wongeze amanqaku, iibheji, kunye neebhodi zabaphambili, ubusenza ipsychology. Kwaye ukuba nobulungisa, abo matshini bomphezulu baye basebenza kwezinye iimeko, ubuncinci kwixesha elifutshane. Banokukhuthaza abantu ngokungena emanzini okanye bakhuthaze ukungena okumbalwa okongeziweyo. Kodwa kwiminyaka elishumi, imida yabo yacaca. Nje ukuba ubutsha buphele, uninzi lwezi nkqubo zaziva zingekho nzulu. Abasebenzisi bafunde ukungayihoyi imijelo engakhange idibane nayo nayiphi na into enentsingiselo okanye ephumileyo xa bebona ukuba umaleko womdlalo awubancedi ukuba bafikelele usukelo lokwenyani.
Kulapho ithiyori yokuzimela iye yalungisa ngokuzolileyo indlela amaqela acinga ngayo malunga nenkuthazo. Ikwahlula phakathi kwezinto ezikhuthazayo zangaphandle, ezinje ngemivuzo, amanqaku, kunye newonga, kunye nabaqhubi bangaphakathi njengokuzimela, ubuchule kunye nokuzalana. Ngamafutshane, ukuba "umdlalo" wakho ulwa ngokuchasene noko abantu bakukhathaleleyo, kuya kuthi ekugqibeleni kusilele. Ungenelelo oluthe lwasinda luxhasa iimfuno ezingundoqo. Ukufundwa kolwimi okukwenza uzive ukwazi ngakumbi kwaye kubonise inkqubela phambili kunokusebenza kuba kwenza umsebenzi ophambili uzive unentsingiselo kwaye ulawuleka. Ibheji ekhoyo kuphela yokuhambisa inombolo yedeshibhodi, kwelinye icala, iba ngokukhawulezaingxolo. Isifundo 1: Ukusuka kwiiLungiso eziKhawulezayo ukuya kwiSicwangciso sokuziphatha Isifundo esinye esiphambili kule minyaka ilishumi idlulileyo kukuba uyilo lokuziphatha ludala elona xabiso liphezulu xa lihamba ngaphaya kokulungiswa okulodwa kwaye libe sisicwangciso sangabom. Amaqela amaninzi emveliso aqala ngeenjongo ezimxinwa: ukuphucula izinga lokubhalisa, ukunciphisa ukwehla, okanye ukukhulisa ukugcinwa kwangethuba. Xa umgangatho we-UX wokuphucula ithafa, baguqukela kwi-psychology ukuze baphakanyiswe ngokukhawuleza, rhoqo ngempumelelo. Elona thuba likhulu ayilonyuso olunye kwimetric enenkani, kodwa unendlela ecwangcisiweyo yokuqonda kunye nokubumba indlela yokuziphatha kuyo yonke imveliso. Uyilo lokuziphatha alukho malunga nee-hacks.Imalunga nokunceda abantu baphumelele.
Iimpawu eziqhelekileyo kulula ukuzibona: abantu bayabhalisa kodwa bangaze bagqibe ukukhwela; bacofa kube kanye kwaye bangaze babuye; iimpawu eziphambili zihlala zingasetyenziswanga. Isicwangciso sokuziphatha asibuzi nje ukuba "Yintoni esinokuyitshintsha kwesi sikrini?" Ibuza ukuba kwenzeka ntoni kwingqondo yomsebenzisi kunye nomxholo ngaloo maxesha. Oko kunokukukhokelela ekubeni uyile amava okungena ebhodini esebenzisa umdla kunye nesiphumo senjongo-gradient ukukhokelela abantu kwimpumelelo ecacileyo yokuqala, endaweni yokuba nethemba lokuba baya kufunda incwadi yoncedo. Okanye kunokukukhokelela ekuyileni uphononongo kunye nokuzibophelela ekuhambeni kwexesha: ubungqina bentlalo apho bubaluleke khona, imiceli mngeni efanelekileyo eyolulayo kodwa ingagqithisi, ukuvezwa okuqhubela phambili kweempawu eziphucukileyo zivela xa abantu sebelungile, kunye neziphene ezichanekileyo ngelona xesha lifanelekileyo endaweni yee-random nags. Iimveliso ezintle akulula ukuzisebenzisa.Kulula ukuzibophelela kuzo.
Isayikholoji yemveliso iye yasuka kwingqikelelo ethe saa ukuya kwithala leencwadi elikhulayo leepateni eziphindaphindwayo. Ezo patheni zikhanya kuphela xa zihleli ngaphakathi kwimodeli yokuziphatha ehambelanayo: yintoni abasebenzisi abazama ukuyifeza, yintoni ebathintelayo, kwaye yeyiphi i-levers iqela eliya kutsala kwinqanaba ngalinye. Ii-nudges ezilula, eziphefumlelwe nguThaler kunye no-Sunstein, ziye zanceda ekukhuliseni ukucinga kokuziphatha kuyilo. Kodwa siye safunda ukuba ii-nudges zodwa azifane zisombulule imingeni enzulu yokuziphatha. Isicwangciso sokuziphatha siya phambili: sidibanisa amaqhinga, siwabeke kwiinkuthazo zokwenyani, kwaye sibophelela imifuniselo kwithiyori ecacileyo yotshintsho. Injongo ayikokuphumelela okukodwa kwideshibhodi yanamhlanje, kodwa yindlela yokusebenza edibanisa ixesha. Isifundo 2: Oomatshini bomdlalo Wodwa awonelanga Ii-mechanics zomdlalo zodwa azisekho isicwangciso sokuziphatha esithembekileyo. Kwiminyaka elishumi edlulileyo, ukongeza amanqaku, iibheji, kunye neebhodi zabaphambili kwakuphantse kube mfutshane kuba "senza ipsychology." Namhlanje, amaqela amaninzi afunde kabuhlungu ukuba oku kuhombisa ngaphandle kokuba kunceda imfuno yokwenyani. Indlela yokuziphatha iqala ngombuzo ocacileyo: Yintoni umaleko womdlalo okwinkonzo, kwaye yenzelwe bani? Ngaba iyabanceda abantu benze inkqubela ebalulekileyo kubo, okanye igcina nje ideshbhodi yonwabile? Ukuba iyayihoya inkuthazo yangaphakathi, iya kujongeka ihlakaniphile kwidekhi yesilayidi kunye ne-brittle kwimveliso. Ngokwenyani, oko kuthetha ukuba amanqaku kunye nemigca ayisaphathwa njengohlaziyo oluzenzekelayo. Amaqela abuza ukuba ngaba umkhandi unceda abasebenzisi ukuba bazive benobuchule ngakumbi, benolawulo ngakumbi, okanye baqhagamshelwe ngakumbi kwabanye. I-streak iyavakala kuphela ukuba ibonisa inkqubela phambili yokwenyani kwisakhono asikhathaleleyo umsebenzisi. Ibhodi yabaphambili yongeza kuphela ixabiso ukuba abantu bafuna ukuzithelekisa kwaye ukuba umgangatho uyabanceda benze isigqibo sokuba benze ntoni ngokulandelayo. Ukuba ayiluphumelelanga olo mvavanyo, ibubuxhakaxhaka, hayi injini ekhuthazayo. Iibheji kunye neebheji zisebenza kuphela xa zixhasa into abasebenzisi abayixabisa ngokwenene.
Iimveliso ezisebenzayo ngoku ziqala ngecala langaphakathi. Bacacile malunga nokuba imveliso inceda ntoni abasebenzisi ukuba babe okanye bafezekise, kwaye emva koko babuze ukuba ngaba umkhandi womdlalo angalwandisa na olo hambo. Xa izinto zomdlalo zongezwa, zihlala kwi-loop engundoqo kunokuba zibe ngaphezulu kwayo. Babonisa ubuchule, baphawule imigama ephawulekayo, kwaye bomeleze iinjongo oziqhubayo. Lowo ngumahluko phakathi kokuphatha i-gamification njengomsebenzi wepeyinti kunye nokuwusebenzisa ukuxhasa abasebenzisi kwindlela abasele beyikhathalele. Isifundo 3: Ukusuka kwisizathu kunye nesiphumo ukuya kwiiNkqubo eziDibeneyo zokucinga Uyilo lwangaphambili olucengayo luhlala lucinga ingqiqo elula: fumana inyathelo elaphukileyo, yongeza i-lever elungileyo, kwaye abasebenzisi baqhubele phambili. Imnandi kwisilayidi, ayifane ibe yinyani ngokwenyani. Abantu abenzi ngesizathu esinye. Banomxholo, imbali, iinjongo ezikhuphisanayo, isimo sengqondo, uxinzelelo lwexesha, imiba yokuthembana, kunye neenkcazo ezahlukeneyo zempumelelo. Abasebenzisi ababini banokuthatha inyathelo elifanayo ngezizathu ezahlukeneyo ngokupheleleyo. Umsebenzisi ofanayo unokuziphatha ngendlela eyahlukileyo ngosuku olwahlukileyo.
Yiyo loo nto ukucinga kweenkqubo kubalulekile. Ukuziphatha kuyabunjwangokwentelekelelo yempendulo kunye nokulibaziseka, hayi nje into enye. Iziphumo esizikhathaleleyo, esizithembayo, ubuchule kunye nomkhwa, zakhiwe ngokuhamba kwexesha. Utshintsho olonyusa uguqulo lwale veki lusenokwenza buthathaka ukugcinwa kwenyanga ezayo. Ukuba ukhe wathumela "impumelelo yokuguqulwa" kwaye emva koko wabukela amatikiti enkxaso, ukubuyiselwa imali, okanye ukukhwela kunyuka, uyivile le nto. Umethrikhi wendawo uphucukile. Inkqubo yaba mbi ngakumbi. Ulwakhiwo lwakho loyilo lunokwenza abantu lube luncedo okanye lubafake ngaphakathi. Okungagqibekanga, ukukhangela, ingxelo, isantya, imbuyekezo - ngasinye kwezi zigqibo sibumba ngokutsha inkqubo kwaye ke iihambo abantu abazenzayo kuyo. Ngoko umsebenzi asikokugqibelela ifaneli enye. Kukwakha indawo apho iindlela ezininzi ezisebenzayo zinokuphumelela, kwaye apho inkqubo ixhasa iinjongo zexesha elide, kungekhona nje ukuchofoza ixesha elifutshane. Umsebenzi awukona ukugqibelela ifaneli enye, kodwa kukuxhasa iindlela ezininzi ezisebenzayo.
Isicwangciso sokuziphatha esivuthiweyo sicacile malunga naloo nto. Yenzelwe iindlela ezininzi endaweni "yompompozo owonwabileyo," ixhasa ukuzimela endaweni yokunyanzela ukuthotyelwa, kwaye ijonge iziphumo ezisezantsi endaweni yokuguqulwa kwenyathelo lokuqala kuphela. Isifundo 4: Ukusuka kwiziXhobo ukuya kumxholo Utshintsho olufanayo lwenzekile kwizikhokelo esizisebenzisayo. Kwiminyaka elishumi edlulileyo, iFogg Behavior Model (FBM) yayikuyo yonke indawo. Inike amaqela i-trio elula: inkuthazo, amandla, i-trigger - kunye nomyalezo ocacileyo: ukukhwaza kakhulu kunye ne-prompt ayilungisi intshukumisa ephantsi okanye amandla aphantsi. Oko kukodwa yayiluphuculo oluluncedo. Umsebenzi kaFogg uqhubekile, naye. NgeZiqhelo eziNcinci, ugqaliselo lungqiyame ngakumbi kwisazisi, uvakalelo, kunye nokwenza ukuba izimilo zizive zilula kwaye zinentsingiselo ngokobuqu. Oko kubonakalisa utshintsho olubanzi ebaleni: kude “kwizinto ezingakumbi zomlilo” kunye nokusingise ekuyilweni kweemeko apho ukuziphatha okufanelekileyo kuvakala kuyindalo. Amaqela ekugqibeleni abalekela eludongeni olufanayo: izibhengezo azilungisi amandla aphantsi okanye ithuba elilahlekileyo. Awungekhe ubabambe abantu kwizakhono abangenazo okanye kwiimeko ezingekhoyo. Kulapho amaqela amaninzi asebenza nzulu ngotshintsho lokuziphatha athe atsalela kwi-COM-B njengesiseko esipheleleyo.
I-COM-B yaphula indlela yokuziphatha kwisakhono, ithuba, kunye nenkuthazo. Iqala ngetshekhi engacacanga: ngaba abantu bangayenza ngenene le nto, kwaye ngaba indawo abakuyo iyabavumela? Imaphu kakuhle kwiimveliso zanamhlanje, apho ukuziphatha kwenzeka kuzo zonke izixhobo, itshaneli, kunye namaxesha, hayi kwiscreen esinye. Ikwafaka iplagi kumsebenzi obanzi wokutshintsha indlela yokuziphatha kwezempilo kunye nomgaqo-nkqubo woluntu, ke akufuneki siphinde siqale yonke into ngaphakathi kwe-UX. Ukucinga ngolu hlobo kuyawasusa amaqela kumabali alula onobangela kunye nesiphumo. Ukuhla kwesantya sokugqiba akusekho "iqhosha libi" okanye "sifuna izikhumbuzo ezininzi," kodwa umbuzo malunga nokuba izakhono, umxholo kunye nenkuthazo zisebenzisana njani. Umba wesakhono unokufuna ujongano olungcono kunye nemfundo engcono. Umba wamathuba unokuba malunga nofikelelo lwesixhobo, ixesha, okanye indawo yokuhlala, hayi uyilo. Inkuthazo inokubunjwa kakhulu ngamaxabiso kunye nentembeko yophawu njengawo nawuphi na umyalezo ongaphakathi kwimveliso. Uyilo lokuziphatha lwangoku luncinci malunga nokwenza unqakrazo lusebenze kwaye ngakumbi malunga neemeko zokubumba apho isenzo siziva silula kwaye sinentsingiselo.
Le lensi ebanzi yenza umsebenzi onqamlezileyo ube lula. Imveliso, uyilo, ukuthengisa, kunye nedatha inokwabelana ngemodeli enye yokuziphatha kwaye babone uxanduva lwabo kuyo. Abaqulunqi babumba ukukwazi okubonwayo kunye nethuba kwi-interface, iimilo zentengiso ezikhuthazayo kunye nezixhokonxa, kunye nokusebenza kubumba ithuba lesakhiwo kwinkonzo. Endaweni yokuba wonke umntu atyhale iilevers zakhe yedwa, iCOM-B inceda amaqela abone ukuba asebenza kwiindawo ezahlukeneyo zenkqubo enye. Isifundo sesi-5: IPsychology ingasetyenziselwa ukuyila kunye nokuQinisekisa ukuFumana I-COM-B isoloko isetyenziswa njengebhulorho phakathi kokufunyanwa kunye nokucinga. Kwicala lokufumanisa, linika ubume bophando. Ungayisebenzisa ukuyila izikhokelo zodliwano-ndlebe, ufunde uhlahlelo, kwaye wenze ingqiqo yezifundo zoqwalaselo. Yakhelwe ukuxilonga ukuba yintoni ekufuneka itshintshile ukuze indlela yokuziphatha itshintshe, ebonisa iimephu ngokucocekileyo ekubhaqweni kwemveliso kwangoko. Ukufunyanwa okulungileyo akubuzi nje ukuba abasebenzisi bathini, kodwa kuvavanya ukuba ukuziphatha kwabo kutyhila ntoni.
Endaweni yokubuza "Kutheni uyeke ukusebenzisa imveliso?" kwaye ubhala phantsi impendulo yokuqala, uhamba ngabom kwisakhono, ithuba, kunye nenkuthazo. Ubuza izinto ezinje:
Ngaba abasebenzisi bayakwazi ukwenza oku, banikwe izakhono zabo nolwazi? Ngaba umxholo wabo uyabanceda okanye uyabathintela ekusebenzeni? Inamandla kangakanani intshukumisa yabo xa ithelekiswa nezinye izinto ezifuna ixesha nemali?
Wenahamba kumava amva nje ngokweenkcukacha: sesiphi isixhobo abasisebenzisileyo, yayilixesha lini lemini, ngubani omnye owayekho, kwaye yeyiphi enye into ababeyigila. Uthetha malunga nokuba le ndlela yokuziphatha ibaluleke kangakanani xa ithelekiswa nayo yonke enye into ebomini babo kunye norhwebo abalwenzayo. Kubathathi-nxaxheba, le mibuzo ivakala iyindalo. Ngaphantsi kwe-hood, ugubungela ngokucwangcisiweyo onke amacandelo amathathu e-COM-B, ngokuhambelana nendlela iingcali zokutshintsha ukuziphatha abayisebenzisa ngayo imodeli kumsebenzi osemgangathweni. Unokujonga idatha yokuziphatha ngendlela efanayo. Ukwehliswa kwefenitshala, ixesha emsebenzini, kunye neepateni zokucofa zizikhokelo: ngaba abantu babambekile ngenxa yokuba bengenakuqhubela phambili, ngenxa yokuba okusingqongileyo kungena endleleni, okanye ngenxa yokuba bengakhathali ngokwaneleyo ukuba baqhubeke? Izixhobo zokuhlalutya zanamhlanje zenza kube lula ukubukela oko abantu bakwenzayo ngokwenene kunokuba baxele kuphela, kwaye ukudibanisa idatha yobuninzi kunye nekhwalithi ikunika umfanekiso ogcweleyo kunokuba uwedwa. Xa kukho umsantsa phakathi kwezinto ezithethwa ngabantu kunye nento abayenzayo, uyiphatha njengomqondiso endaweni yokucaphuka. Omnye umntu unokuthi ukongela umhlalaphantsi kubaluleke kakhulu, kodwa ungaze umisele utshintshelo oluqhubekayo. Umsebenzisi unokubanga ukuba ukukhwela kwakulula, ngelixa iseshoni yabo ibonisa ngokuphindaphindiweyo emva naphambili phakathi kwamanyathelo. Ezo zidibanisi zihlala apho ucalucalulo, imikhwa, kunye nemiqobo yeemvakalelo ihlala khona. Ngokuzifakela iilebhile ngokwesakhono, ithuba, kunye nenkuthazo, kwaye uzinxulumanise nezithintelo ezithile ezifana nokuchasa umngcipheko, ucalucalulo olukhubazekileyo, ucalucalulo olukhoyo okanye ucalucalulo olukhoyo, usuka “kumbono” ongacacanga uye kwimephu ecwangcisiweyo yeyona nto isendleleni. Umsantsa phakathi kwezinto ezithethwa ngabantu kunye nabakwenzayo akuyongxolo-yimephu.
Isiphumo solu hlobo lokufunyaniswa asingobantu kunye nohambo. Kwakhona ufumana inkcazo ecacileyo yokuziphatha kwangoku, indlela yokuziphatha ekujoliswe kuyo, kunye nezithintelo zokuziphatha kunye nezixhobo ezihlala phakathi kwazo. Isifundo 6: Sebenzisa ukuFumana indlela yokuziphatha kwingcinga yakho Ibhulorho ukusuka ekufumaneni ukuya kwimbono inokuba yitemplate yesivakalisi esinye: Ukusuka kwindlela yokuziphatha yangoku ukuya kwindlela ekujoliswe kuyo, ngokwenza u-X, ngenxa yomqobo u-Y.
Oku "ukusuka-ukuya-ngoku-kutheni" kunyanzelisa amaqela ukuba athethe eyona nto ayikholelwayo. Awuthethi nje "yongeza uluhlu lokukhangela." Uthi: "Sikholelwa ukuba uluhlu lokukhangela luya kunceda abasebenzisi abatsha bazive bekwazi ngakumbi, okuya konyusa ithuba lokuba bagqibe ukuseta kwiseshoni yabo yokuqala." Ngoku yingcinga yokuziphatha onokuyivavanya ngemifuniselo, hayi nje umbono woyilo onethemba ngawo. Ukusuka apho, unokuvelisa iindidi ezininzi ezibonisa umgaqo ofanayo ngeendlela ezahlukeneyo kunye novavanyo loyilo olubangqongileyo. Unokuzama imiyalezo embalwa exhomekeke kwilahleko, okanye iindlela ezininzi zokwenza lula inyathelo lokukhuhlana okuphezulu, okanye iindlela ezahlukeneyo zobungqina boluntu ezahluka ngethoni kunye nokuba kufutshane. Ukutshintsha okubalulekileyo kukuba awusayi kuphosa imibono eludongeni. Ujolise ngabom kwisakhono, ithuba, okanye imiba yenkuthazo ethe yafunyanwa, kunye nokuvavanya ukuba zeziphi izixhasi ezisebenza ngokwenene kumxholo wakho. Yonke imbono kufuneka iphendule umbuzo omnye: sesiphi isithintelo esizama ukusitshintsha?
Ngokuhamba kwexesha, lo mgaqo phakathi kokufunyanwa kokuziphatha kunye neengcinga ujika ube yincwadi yokudlala yasekhaya. Ufunda ukuba kwimveliso yakho, eminye imigaqo ethembekileyo inceda abasebenzisi bakho kwaye abanye bawe phantsi. Ukwafunda ukuba iipateni ezivela kuphononongo oluqaqambileyo azidluliseli ngokuzenzekelayo. Nkqu nomdlalo kunye nophando lotshintsho lokuziphatha luhlala lugxininisa umxholo othile, uphumezo olugxile kumsebenzisi kuneendlela zokupheka eziqhelekileyo. Oku kusetyenziswa kabini kwengqondo ekufumaneni nasekucingeni yenye yeenguqu ezinkulu kule minyaka ilishumi idlulileyo. I-trio yemveliso inokujonga kwindawo yokulahla enenkani kwaye ibuze, kunye, "Ngaba oku kukwazi, ithuba, okanye umba wenkuthazo?" Emva koko bavelisa iingcamango ezijolise kuloo nxalenye yenkqubo endaweni yokuqikelela. Olo lwimi ekwabelwana ngalo lwenza uyilo lokuziphatha lube ngaphantsi kwesongezo sengcali kwaye ibe yindlela eqhelekileyo yamaqela asebenza ngokudibeneyo ukuqiqa ngomsebenzi wawo. Kwiminyaka elishumi kamva: Yintoni engqiniwe ukuba iyasebenza ngokuziqhelanisa Ukuba ishumi leminyaka lokuqala loyilo olucengayo lisifundise nantoni na, kukuba ukuqonda ngokuziphatha akubizi mali ininzi de iqela libe nako ukwenza oko kunye. Iindlela zibalulekile. Ngokuhamba kwexesha, iseti encinci yeefomathi zeendibano zocweyo ziye zanceda ngokuqhubekayo amaqela emveliso ukuba atyhile imiqobo yokuziphatha, ukulungelelaniswa kwamathuba, kunye nokuvelisa izisombululo ezisekelwe kwisayikholoji yokwenyani endaweni yeepateni zomhlaba. Njengoko uyilo lokuziphatha lukhulile ukusuka kwi-nudges yobuchule ukuya kuqeqesho lobuchule,umbuzo ocacileyo uhlala uvela: Amaqela awenza njani lo msebenzi kunye xa esenza umsebenzi? Abaphathi beemveliso, abaqulunqi, abaphandi, kunye neenjineli bahamba njani ukusuka kwimibono ethe saa ("abantu babonakala bedidekile apha") ukuya kuxilongo lokuziphatha ekwabelwana ngalo, kwaye emva koko baye kwiingcamango ezijoliswe kuzo ezibonisa abaqhubi bokwenene besakhono, ithuba kunye nokukhuthaza? Enye indlela esebenzayo yokwenza le konkrithi kukusebenzisa ifomathi yocweyo. Injongo kukunceda amaqela:
Tolika uphando ngokusebenzisa ilensi yokuziphatha, Ubunakho bomgangatho, ithuba, kunye nezikhewu zenkuthazo, Ukubeka phambili amathuba aphezulu, kunye Velisa izimvo eziphilileyo ngokwasengqondweni kwaye ziqwalaselwe ngokweenqobo ezisesikweni.
Umsebenzi wokwenyani wemveliso umdaka kwaye ugcwele iilophu zengxelo; akukho mntu ulandela uluhlu olugqibeleleyo lwenyathelo ngalinye. Kodwa ukufunda, kwaye ngakumbi ukwazisa uyilo lokuziphatha kwiqela okokuqala, ulandelelwano olucwangcisiweyo lwemithambo lunika abantu imodeli yengqondo. Ibonisa uhambo ukusuka ekufumaneni kwangaphambili ukuya ekucaciseni ukuziphatha, ukusuka kumathuba ukuya kwiingcamango, kwaye ekugqibeleni kungenelelo oluye lwavavanywa ngoxinzelelo nge-lens yokuziphatha. Imithambo engezantsi yenye iresiphi enjalo. Umyalelo unenjongo: inyathelo ngalinye lakha kwinqanaba langaphambili ukusuka kuvelwano kunye nokuqonda ukuya kumathuba abalulekileyo, iikhonsepthi eziphathekayo, kunye nezisombululo ezinoxanduva. Akukho qela liza kuyilandela ngokugqibeleleyo ngalo lonke ixesha, kodwa ibonisa indlela umsebenzi woyilo lokuziphatha othanda ukuvela ngayo xa uhamba kakuhle. Ngaphambi kokuba ungene kwiinkcukacha, nantsi iresiphi epheleleyo kunye nendlela umthambo ngamnye onegalelo ngayo kwinkqubo enkulu yoyilo lokuziphatha:
Imephu yovelwano lokuziphatha yakha ukuqonda okwabelwanayo malunga nemeko yengqondo yomsebenzisi: iimvakalelo, imikhwa, iimbono eziphosakeleyo, kunye nemithombo yengxabano. Imephu yohambo lokuziPhatha iMaphu yokuhamba komsebenzisi ekuhambeni kwexesha, kwaye igquma izixhobo zokuziphatha kunye nemiqobo. Amanqaku okuziphatha Ibeka phambili ukuba ngawaphi amathuba okuziphatha okujongana nawo kuqala ngokusekwe kwimpembelelo, ukuba nokwenzeka, kunye nobungqina. Izimvo Kuqala, iiPatheni KamvaIkhuthaza umxholo-ingcamango yokuqala, emva koko isebenzisa iipatheni ezicengayo ukucokisa nokomeleza iingqiqo ezithembisayo. Inyaniso Emnyama Ivavanya imingcipheko yokuziphatha, iziphumo ebezingalindelekanga, kunye nokusetyenziswa kakubi okunokwenzeka.
Inqaku lexesha: Ngokwesiqhelo, olu landelelwano lunokuqhutywa kwiifomathi ezahlukeneyo ngokuxhomekeke kwimiqobo. Kwifomathi edibeneyo, amaqela ahlala eqhuba i-Exercises 1-3 kwiworkshop yesiqingatha sosuku, kunye ne-Exercises 4-5 kwiseshoni yesibini yesiqingatha sosuku. Ngexesha elingakumbi, umsebenzi unokusasazwa kwiveki epheleleyo: ukufunyanwa kwangoko evekini, ukubeka phambili phambili phakathi evekini, kunye nombono kunye nophononongo lweenqobo ezisesikweni ukuya esiphelweni. Ulwakhiwo lubaluleke ngaphezu kweshedyuli; Injongo kukugcina ukuqhubela phambili ekuqondeni → ukubeka phambili ngokubaluleka → ingcamango → ukucingisisa. Apha ngezantsi kukho uhambo olufutshane lomsebenzi ngamnye njengoko ndihlala ndibaququzelela kwiindibano zocweyo kunye nethala leencwadi leepateni ezicengayo. Umsebenzi 1: Imephu yovelwano lokuziphatha Isinyathelo sokuqala kukwakha ukuqonda okwabelwanayo, ngokwengqondo kubasebenzisi. Imephu yovelwano lokuziphatha yandisa imephu yovelwano lwemveli ngokunika ingqwalasela koko abasebenzisi bazama ngako, ukunqanda, ukuhlehlisa, ukungaqondi, okanye ukuziva ungaqinisekanga ngako. Ezi zibonakaliso zokuziphatha ezifihlakeleyo zihlala zityhila ngaphezu kweemfuno ezichazwe okanye iintlungu. Injongo: Qonda ukuba yintoni eqhuba okanye ithintele indlela ekujoliswe kuyo ngokubamba oko abasebenzisi bakucingayo, ukuziva, ukuthetha, kunye nokwenza - kunye nokubona imiqobo yokuziphatha kunye nezixhobo zokusebenza. Amanyathelo:
Kwibhodi emhlophe okanye ephepheni elikhulu, zoba imephu yovelwano: UkuCinga nokuziva, Ukubona, Ukuthetha & nokwenza, kunye nokuVa.
Yongeza ulwazi lophando ngokuvumela wonke umntu ukuba athule afake amanqaku ancangathi kudliwano-ndlebe, idatha, iilogi zenkxaso, okanye uqwalaselo kwiiquadrants. Imbono enye ngenqaku. Chonga imiqobo kunye ne-enablers.Amanqaku eQela enza ukuba ukuziphatha kube nzima (izithintelo) okanye kube lula (izixhobo zokusebenza).
Isiphumo: Imephu egxininisiweyo yengqondo kunye nomxholo wamandla abumba indlela yokuziphatha ekujoliswe kuyo, elungele ukondla kwi-Behavioral Journey Mapping. Umsetyenzana 2: Imephu yohambo lokuziphatha Nje ukuba uqonde isimo sengqondo somsebenzisi kunye nomxholo, inyathelo elilandelayo kukucwangcisa indlela loo mandla adlala ngayo ngexesha lonke. Imephu yohambo lokuziphatha igubungela iinjongo zomsebenzisi, izenzo, iimvakalelo, kunye nokusingqongileyo kuhambo lwemveliso, iqaqambisa amaxesha athile apho ukuziphatha kudla ngokudodobalisa okanye ukuguquguquka. Ngokungafaniyo neemephu zokuhamba eziqhelekileyo, uguqulelo lokuziphatha lugxile apho amandla aphuka khona, apho okusingqongileyo kusebenza ngokuchasene nomsebenzisi, nalapho inkuthazo iphela okanye ingxabano.vuka. Ezi ziba ziimpawu zakwangoko apho utshintsho lufuneka khona kwaye lunokwenzeka. Isiphumo sibonisa iqela ngokuchanekileyo apho imveliso ibuza kakhulu, apho abasebenzisi baswele inkxaso, okanye apho inkuthazo eyongezelelweyo okanye ukucaca kunokufuneka. Injongo: Imephu amanyathelo ukusuka kwindawo yokuqala yomsebenzisi ukuya kwindlela yokuziphatha ekujoliswe kuyo, kwaye ubambe izixhobo eziphambili kunye nezithintelo endleleni. Amanyathelo:
Zoba umgca oxwesileyo ukusuka ku-A (indawo yokuqala) ukuya ku-B (indlela yokuziphatha ekujoliswe kuyo).
Cela wonke umntu abhale amanyathelo athathwa ngumsebenzisi ukusuka ku-A ukuya ku-B kumanqaku ancangathi (inqaku elinye). Bandakanya izenzo ngaphakathi nangaphandle kwemveliso. Beka amanqaku ngokulandelelana ecaleni komgca. Dibanisa iimpinda kwaye ulungelelanise kulandelelwano ekwabelwana ngalo. Yandisa i-axis ethe nkqo ngemigca emibini:Izincedisi (yintoni enokunceda abasebenzisi ukuba baqhubele phambili),Izithinteli (yintoni enokucotha okanye imise abasebenzisi).
Khangela amanyathelo anezithintelo ezininzi okanye izixhobo ezimbalwa. Ezi ziindawo ezishushu zokuziphatha. Gxininisa amanyathelo apho i-nudge elungileyo inokunceda abasebenzisi bagqibe uhambo.
Isiphumo: Uhambo olucacileyo, olugxile ekuziphatheni olubonisa apho abasebenzisi basokola khona, kutheni, kwaye ngawaphi amaxesha anikezela ngeyona ndlela yokutshintsha. Umsebenzi wesi-3: Ukunika amanqaku ekuziphatheni Ngomfanekiso ocacileyo wohambo lomsebenzisi kwaye ngawaphi amaxesha anokuzuza kwisandla esiluncedo ngokuziphatha, ngoku ulungele ukuchonga indlela yokuziphatha eyenza ingqiqo ukugxila ekuzameni ukuphembelela. Injongo: Gqiba ukuba yeyiphi indlela ekujoliswe kuyo ekujoliswe kuyo ekujoliswe kuyo kuqala, ngokusekelwe kwimpembelelo, ukulula kokutshintsha, kunye nokulula kokulinganisa. Amanyathelo:
Dwelisa iindlela zokuziphatha ekunokujoliswe kuzo. Ngokusekwe kwisiphumo seMaphu yohambo lokuziphatha, dwelisa uluhlu lweendlela zokuziphatha ezinokujoliswa. Ukuziphatha kubenye kwinqaku elincangathi. Yiba ngekhonkrithi kangangoko (into eyenziwa ngabasebenzisi, phi, kwaye nini). Yenza itheyibhile enale mihlathi ilandelayo:Impembelelo yokutshintsha kokuziphatha (inokuthi iyisuse kangakanani injongo),Utshintsho olulula (inyani ukuba nefuthe),Ukulula komlinganiselo (indlela ethe ngqo ngayo ukuyilandela).
Iindlela zokuziphatha ekujoliswe kuzo Impembelelo yokutshintsha kokuziphatha Ukulula kokutshintsha Ukulula kokulinganisa Iyonke … … …
Ngenisa indlela nganye yokuziphatha edwelisiweyo kwitheyibhile kwaye uphawule ukusuka ku-0 ukuya kwi-10 kwikholamu nganye. Hlela iindlela zokuziphatha ngamanqaku ewonke kwaye uxoxe ngawona manqaku aphezulu: Ngaba ayavakala xa enikwa into oyaziyo ngabasebenzisi kunye nemiqobo? Khetha iindlela zokuziphatha ekujoliswe kuzo eziphambili ofuna ukuziqhuba kwimithambo elandelayo.Ngokokhetho, qaphela "ukuziphatha kwebhonasi" ezinokulandela njengesiphumo esisecaleni.
Isiphumo: Iseti encinci yeendlela zokuziphatha ekujoliswe kuzo ezinesizathu esicacileyo sokuba kutheni zibalulekile ngoku, kunye noluhlu lweendlela zokuziphatha ezisezantsi onokuthi uzindwendwele kamva. Itheyibhile ezaliswe ngokupheleleyo yokuJonga i-Behaviour ingajongeka ngolu hlobo:
Iindlela zokuziphatha ekujoliswe kuzo Impembelelo yokutshintsha kokuziphatha Ukulula kokutshintsha Ukulula kokulinganisa Iyonke Umsebenzisi ugqibezela uluhlu lokukhangela kwiseshini yokuqala. 8 6 9 23 Umsebenzisi umema okungenani umlingane omnye phakathi kweentsuku ezisi-7. 9 4 8 21 Umsebenzisi ubukele ividiyo epheleleyo yokhenketho lwemveliso. 4 7 6 17 Umsebenzisi ufunda amaxwebhu oncedo ngexesha lokungena. 3 5 4 12
Kule meko, ukugqitywa koluhlu lokutshekisha kuvela njengogxininiso olunamandla lokuqala: lunempembelelo ephezulu, lunefuthe lokwenene ngotshintsho loyilo, kwaye lunokulinganiswa ngokuthembekileyo. Ukumema umntu osebenza naye kunokubaluleka ngokweqhinga, kodwa kunokufuna utshintsho olubanzi ngaphaya koyilo lwe-interface, luyenze ibe lugxininiso lwesibini. Umsebenzi 4: Izimvo kuqala, iipateni kamva Nje ukuba iqela livumelene malunga nokuba yeyiphi eyona nto ibalulekileyo ekuziphatheni, umngcipheko olandelayo kukutsiba ngokukhawuleza kumaqhinga aqhelekileyo angokwengqondo. Esinye sezona zifundo zicacileyo kukuba ukuqala “ngepateni” kuhlala kukhokelela kwizisombululo eziqhelekileyo eziziva zikrelekrele kodwa zisilele kumxholo. Lo msebenzi wohlula ngabom ukuveliswa kweengcamango kuqulunqo lwengqondo. Injongo: Veza izisombululo ezisekelwe kumxholo womsebenzisi kuqala, emva koko usebenzise imigaqo yengqondo ukuze uzilole kwaye uziqinise. Amanyathelo:
Qala ngokuphinda uchaze indlela yokuziphatha ekujoliswe kuyo ngokubaluleka kunye nomqobo ongundoqo ochongiweyo ngexeshauhambo mapping. Gcina oku kubonakala kuwo wonke umsebenzi. Emva koko unike iqela elifutshane, ifestile yeengcamango ezigxininisiweyo (imizuzu eyi-10-15) .Umgaqo apha ulula: akukho zibonakaliso kwiimodeli zokuziphatha, iingqondo zengqondo, okanye iipatheni ezicengayo okwangoku. Iingcamango kufuneka zivele ngqo kumxholo womsebenzisi, imiqobo, kunye namaxesha atyhilwe kwangaphambili. Qokelela izimvo kwindawo ekwabelwana ngayo uze udibanise imixholo efanayo. Khangela iindlela ezininzi zokusombulula ingxaki enye esisiseko (zidibanise kunye). Kuphela ngoku uzisa ithala leencwadi lemigaqo yengqondo kunye nobuchule. Ndenze iipateni ezicengayo kule njongo kanye. Injongo yeli nyathelo ayikokutshintsha izimvo, kodwa kukucokisa:
Zeziphi iingcamango ezinokomelezwa ngokunciphisa ingxabano? Yeyiphi enokuxhamla kwingxelo ecacileyo, imiqondiso yentlalo, okanye ixesha elingcono? Ngaba kukho iindlela ezizezinye zokuphumeza umphumo ofanayo ngakumbi ngentlonelo okanye ngokucacileyo ngakumbi? Iipateni zisetyenziswa njengeelensi, hayi imiyalelo. Ukuba ipateni ayiphuculi ukucaca, i-arhente, okanye ukusetyenziswa kulo mongo, ayihoywa nje.
Isiphumo: Iseti esulungekileyo yeengqikelelo zesisombululo ezisekelwe kumxholo wokwenene womsebenzisi kwaye zixhaswa, apho kufanelekileyo, yimigaqo yokuziphatha endaweni yokuqhutywa yiyo. Olu landelelwano lunceda amaqela aphephe “uyilo lokuqala lwepatheni,” apho iimbono zenziwe umva ukuze zilingane ithiyori endaweni yokujongana neemeko zokwenyani zabantu. Umsebenzi wesi-5: Inyani emnyama Ngaphambi kokuba izimvo zijike zibe luvavanyo okanye iimpawu ezithunyelweyo, zidinga uvavanyo olunye lokugqibela. Ayiyonto enokwenzeka okanye imilinganiselo, kodwa eyeenqobo zokuziphatha. Ukutyhubela iminyaka, eli nyathelo liye langqineka libalulekile. Izisombululo ezininzi ezicengayo zityhila kuphela icala labo eliphantsi xa ucinga ukuba zisebenza kakuhle kakhulu, okanye zisetyenziswe kwizandla ezingalunganga, okanye zisetyenziswe ngosuku olungalunganga ngumntu ongalunganga. Injongo: Imingcipheko yeenqobo ezisesikweni, iziphumo ebezingalindelekanga, kunye nokusetyenziswa kakubi okunokwenzeka phambi kokuphunyezwa. Amanyathelo:
Thatha enye okanye ezimbini zezona ngcamango zinamandla kumsebenzi odlulileyo. Khawube nomfanekiso-ngqondweni wezona meko zimbi ngokucela iqela ukuba litshintshe ngabom imbono: Kuthekani ukuba umntu okhuphisana naye usebenzise oku ngokuchasene nathi? Kuthekani ukuba oku kuyabatsala abasebenzisi xa becinezelekile, bediniwe, okanye besesichengeni? Kwenzeka ntoni ukuba oku kusebenza ngokuphindaphindiweyo kwiinyanga, kungekhona kanye? Ngaba oku kungadala uxinzelelo, ukuziva unetyala, okanye ukuxhomekeka?
Bamba iinkxalabo malunga nokuzimela, ukuthembela, ubulungisa, ubandakanyo, okanye impilo-ntle yexesha elide. Kumngcipheko ngamnye, phonononga iindlela zokuthambisa okanye ukulungelelanisa umphumo: Injongo ecacileyo okanye ukungafihli, Ixesha eliphantsi okanye ixesha elincinci, Ukuphuma okucacileyo, Iindlela ezizezinye eziya phambili.
Ezinye iimbono zibunjwa ngokutsha. Ezinye zimisiwe.Ezinye ziyasinda, kodwa ngoku ngokuzithemba okukhulu.
Isiphumo: Izisombululo eziye zavavanywa ngokuziphatha, kunye nemingcipheko eyaziwayo eyavunywayo kwaye yancitshiswa kunokuba ingahoywa. Ukwakha isigama ekwabelwana ngaso kwi Psychology Product Amaqela afumana okuninzi kuyilo lokuziphatha akafane abe “nengcali yezengqondo” enye. Endaweni yoko, iqela labo labelana ngesigama esijikeleze isayikholoji yemveliso kwaye liyayazi indlela yokunxibelelana malunga nengxaki yabathengi ngokuziphatha. Isigama ekwabelwana ngaso sijika ipsychology ibe ngumsebenzi ohlukeneyo.
Xa iipateni kunye nemigaqo kwabelwana ngayo:
Imveliso, uyilo, ubunjineli, kunye nokuthengisa kunokuthetha ngokuziphatha ngaphandle kokuthetha ngaphaya komnye. Ukuqonda okufunyenweyo kulula ukutolika kuba imiqobo eqhelekileyo kunye nabaqhubi banamagama. Izimvo zinokuqulunqwa njengeengqikelelo zokuziphatha (“sikholelwa ukuba oku kuya konyusa isakhono sakwangoko…”) endaweni yoqikelelo olungacacanga.
Ingqokelela yeePatheni eziNgenelwayo ikhule ukusuka kule mfuno: ukunika amaqela ulwimi olufanayo kunye neseti ephathekayo yemizekelo yokukhomba. Nokuba isetyenziswa njengedesika eprintiweyo kwindawo yokusebenzela okanye njengezalathisi ezinde ngexesha lomsebenzi wemihla ngemihla, injongo iyafana: yenza i-psychology yemveliso ibe yinto ebonwa liqela lonke kwaye lixoxe ngayo. Uyilo olucengayo lwaluhlala luqulunqwe njengengxowa yamaqhinga. Namhlanje, umsebenzi ubonakala uhlukile:
Ubuchwephesha bomdlalo busetyenziselwa ukuxhasa inkuthazo yangaphakathi, hayi ukuqhuba ukubandakanyeka kwamampunge. Izikhokelo ezifana ne-COM-B kunye neesistim zokucinga zinceda amaqela abone ukuziphatha ngokomxholo, kungekhona njengento ebangela enye. Ingqiqo yokuziphatha isetyenziselwa ukubumba ukufunyanwa kunye neengcamango, kungekhona nje utshintsho lwekopi yomzuzu wokugqibela. Iinqobo zokuziphatha yinxalenye yoyilo olufutshane, hayi ukucinga emva koko.
Isinyathelo esilandelayo asiyiyo i-nudges eyinkimbinkimbi. Luqheliselo olucwangcisiweyo ngakumbi: iindlela ezilula, ulwimi ekwabelwana ngalo, kunye nomkhwa wokubuza "Yintoni kanye eyenzekayo kubomi babasebenzisi bethu apha?" Ukuba uqala ngokugxila kwingxaki enye yokuziphatha, sebenzisa imithambo embalwa kweli nqaku,kwaye unike iqela lakho iseti ekwabelwana ngayo yeepateni kwireferensi, sele uqhelisela uyilo olucengayo ngendlela eye yavela ngayo kule minyaka ilishumi idlulileyo: isekelwe kubungqina, intlonipho yabasebenzisi, kwaye ijolise kwiziphumo ezibalulekileyo kumacala omabini esikrini.
