Design And Practice Of Hunan Telecom Electronic Channel Service Quality Feedback Based On Persuasive Technology

Internal service quality feedback of Internet products is a way to invite users to participate in product construction and service optimization.It helps product developers locate service problems and plan product development direction,and also helps users obtain more personalized and high-quality service experience in the future.However,as a secondary task of users,participation feedback has the problems of low user participation intention and insufficient participation depth,and the collector does not pay high attention to user participation behavior,which makes it difficult to collect constructive feedback in the end.Therefore,there is still room for optimization in improving the enthusiasm and depth of user participation in the internal service quality feedback of Internet products.Based on the optimization project of service quality feedback section of Hunan Telecom electronic channel,the author,as an experience designer,participated in demand analysis,user research,interaction design and visual design,and explored the strategy and design guide of service quality feedback in stimulating and maintaining user participation intention from the perspective of design.This topic comes from the cooperation project between Hunan University and the electronic channel operation center of China Telecom Hunan company.The goal of the project is to solve the problems of low user participation rate and insufficient participation depth in the original service quality feedback section in the H5 page embedded in the service number of Hunan Telecom,and aims to guide users to actively participate in feedback after the service is completed.Based on the persuasive design method,this topic studies the design defects existing in the common user feedback section,analyzes the user characteristics and design situation by using the relevant methods of user research,analyzes the factors affecting the user’s participation in feedback in combination with the research problems,and explores the strategies from the dimensions of internal motivation stimulation,external motivation guidance,ability management,multi scene touch mode and emotional design,Finally,the strategy is expressed through information layout,interaction design and visual design to complete the mapping process from mining strategy to interface design.The value of this topic is to provide practical guidance for the design of the user feedback section in the product.Under the condition of meeting the use needs of feedback participants and feedback collectors,we can improve the user participation rate and depth by using behavior persuasion methods,improve the collection efficiency and quality of feedback content,and provide better communication methods for users and product developers.