Research On User-experience Management For Telecommunication Operators

With the improvement of the human being's living standard, their demand level is advancing. Following the Commodity Economy and Service Economy, the Experience Economy has been a new mode of economy. In Telecommunication, as a service industry, what the Telecom Subscriber needs is the product could provide well experience. The User-experience is one of the key competitive powers in future.The paper standardized the meaning and influence of User-experience, analyzed and concluded the current situation of the Telecom industry. Then it pointed out that, if the Telecommunication Operators want to maintain their leading role, they should actively promote the unified administration of Users-experience.The Telecommunication Operators' User-Experience management needs planning and making the administration procedure. On the other hand, it must establishs an evaluation indexes and standards system. Base on those, the User-experience management contains four main research areas as following: First, the new product's development and design; Second, the existing product's improving; Third, the management about "CP"and "SP"; Fourth, the Telecommunication Operators customized mobile phone.Based on the theoretical research, the paper also has a Practice Analysis on the User-experience management of CMCC Fujian Branch.