Design And Implementation Of A DIDI TAXI User Experience Analysis System

"Internet + Convenient Travel" develops rapidly in recent years.Didi Taxi provide urban traffic with the overall solution by constantly trying to apply the power of technology and innovation in three years,which has made certain achievements in the Chinese market and started to focus on user experience and analyze user feedback.It takes"experience-driven" as the first of three drives to promote company's sustainable development;the company hopes to rely on wonderful experience to attract users rather than subsidies.A user experience analysis system model is proposed aimed to cope with the changing travel field scene and complicated needs.The system will uniformly manage the user feedback of each channel in Didi Taxi,and provide a whole solution for the enterprise experience optimization.The main ideas of building user experience analysis system include:obtain user feedback data,structuralize feedback data,process feedback data and construct index analysis system.On the basis of this idea,according to the different feedback channels and different processes,the whole system is disassembled into opinion feedback module,public opinion module,user research module and experience BI module.Each module is designed in line with the whole system.Using simulation log in microblog,Python crawler,extract data from Hadoop and other technical means to achieve the ideas one by one.The various modules cooperate with each other to form the overall user experience analysis system,which final present as two product modalities,namely,user experience platform and Didi VOC,to provide for the use of executive layer and management layer of Didi Taxi,to help them analyze the experience and verify the optimization results,so as to ultimately drive the company to enhance the overall experience.Currently,the system has been released on the line,and operated steadily.As the company's first experience analysis tool and the operating carrier of experience driving,user experience platform and Didi VOC have received warm welcome by the executive layer and the management layer.In nearly a year when the user experience platform come online,the daily PV has reached 2600,which effectively help business personnel of various lines to analyze the experience problems,to find the work of hand;in 7 months when Didi VOC published,the installed capacity had exceeded 2300,decision-makers headed by Cheng Wei and Yu Jun are available more than 20 days per month,which greatly enhance the decision-making analysis and regulatory efficiency.