{"id":47751,"date":"2016-12-02T06:00:20","date_gmt":"2016-12-01T22:00:20","guid":{"rendered":"http:\/\/uxren.cn\/?p=47751"},"modified":"2017-01-06T22:30:17","modified_gmt":"2017-01-06T14:30:17","slug":"%e7%94%a8%e6%88%b7%e4%bd%93%e9%aa%8c%e5%9c%b0%e5%9b%be%e7%9a%845%e4%b8%aa%e6%a0%b8%e5%bf%83%e9%97%ae%e9%a2%98%e8%a7%a3%e8%af%bb","status":"publish","type":"post","link":"https:\/\/www.uxren.cn\/?p=47751","title":{"rendered":"\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u76845\u4e2a\u6838\u5fc3\u95ee\u9898\u89e3\u8bfb"},"content":{"rendered":"<p><a href=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2016\/11\/nngroup-uxm-method-00.jpg\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-47757\" src=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2016\/11\/nngroup-uxm-method-00.jpg\" alt=\"nngroup-uxm-method-00\" width=\"620\" height=\"360\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2016\/11\/nngroup-uxm-method-00.jpg 620w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2016\/11\/nngroup-uxm-method-00-300x174.jpg 300w\" sizes=\"(max-width: 620px) 100vw, 620px\" \/><\/a><\/p>\n<p>\u4f5c\u8005\uff1aKate Williamson\uff0c\u7ffb\u8bd1\uff1a\u5c0f\u7403\u5a18\uff08UXRen\u5317\u7f8e\u6cb9\u8336\u4eba\uff09<\/p>\n<p>&nbsp;<\/p>\n<p>\u51e0\u53e5\u8bdd\u6982\u8ff0\uff1a\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u96c6\u5408\u4e86\u4e24\u4e2a\u5f3a\u5927\u7684\u65b9\u6cd5\u5de5\u5177 &#8211; \u8bb2\u6545\u4e8b\u548c\u89c6\u89c9\u5316 &#8211; \u7528\u4ee5\u5e2e\u52a9\u56e2\u961f\u7406\u89e3\u548c\u89e3\u51b3\u7528\u6237\u9700\u6c42\u3002\u867d\u7136\u4f53\u9a8c\u5730\u56fe\u7531\u4e8e\u5b9e\u9645\u60c5\u51b5\u548c\u5546\u4e1a\u9700\u6c42\uff08\u9020\u6210\uff09\u5f62\u5f0f\u5f88\u5bbd\u6cdb\uff0c\u4f46\u6709\u4e9b\u5143\u7d20\u662f\u4e00\u76f4\u90fd\u5305\u62ec\u5176\u4e2d\u7684\u3002\u60f3\u8981\u5236\u4f5c\u6210\u529f\u7684\u7528\u6237\u4f53\u9a8c\u5730\u56fe\uff0c\u6709\u4e9b\u9690\u6027\u6307\u5bfc\u539f\u5219\u9700\u8981\u9075\u5b88\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #3366ff;\">\u4e00\u3001\u4ec0\u4e48\u662f\u7528\u6237\u4f53\u9a8c\u5730\u56fe\uff1f<\/span><\/h3>\n<p>\u8fd9\u4e2a\u95ee\u9898\u5b9e\u5728\u88ab\u95ee\u5230\u592a\u591a\uff0c\u5148\u6765\u56de\u7b54\u5b83\uff1a<\/p>\n<p><span style=\"color: #3366ff;\"><strong>\u5b9a\u4e49\uff1a\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u662f\u7528\u89c6\u89c9\u5316\u7684\u65b9\u5f0f\u8868\u793a\u4e00\u4e2a\u7528\u6237\u4e3a\u4e86\u5b8c\u6210\u67d0\u76ee\u6807\u7ecf\u5386\u7684\u8fc7\u7a0b\uff0c\u7528\u6765\u5e2e\u52a9\u7406\u89e3\u7528\u6237\u9700\u6c42\u548c\u5bfb\u627e\u7528\u6237\u75db\u70b9\u3002<\/strong><\/span><\/p>\n<p>\u6700\u57fa\u672c\u7684\u5f62\u5f0f\uff0c\u662f\u628a\u4e00\u7cfb\u5217\u7528\u6237\u9700\u6c42\u548c\u884c\u4e3a\u96c6\u5408\u5728\u4e00\u4e2a\u65f6\u95f4\u6846\u67b6\u4e0a\uff0c\u7136\u540e\u628a\u7528\u6237\u7684\u601d\u8003\u548c\u60c5\u7eea\u586b\u5145\u8fdb\u65f6\u95f4\u6846\u67b6\u91cc\u52a0\u4ee5\u53d9\u8ff0\uff0c\u6700\u540e\uff0c\u628a\u8fd9\u4e2a\u53d9\u8ff0\u4ee5\u89c6\u89c9\u5316\u5f62\u5f0f\u8868\u73b0\u51fa\u6765\uff0c\u7528\u4e8e\uff08\u4ee5\u7528\u6237\u7684\u89c6\u89d2\uff09\u6307\u5bfc\u8bbe\u8ba1\u8fc7\u7a0b\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #3366ff;\">\u4e8c\u3001\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u96c6\u5408\u4e86\u4e24\u4e2a\u5f3a\u5927\u65b9\u6cd5\u2014\u8bb2\u6545\u4e8b\u548c\u89c6\u89c9\u5316<\/span><\/h3>\n<p>\u8bb2\u6545\u4e8b\u548c\u89c6\u89c9\u5316\u6210\u4e3a\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u5c24\u5176\u91cd\u8981\u7684\u4e24\u5927\u65b9\u9762\uff0c\u662f\u56e0\u4e3a\u4ed6\u4eec\u662f\u4e00\u79cd\u6709\u6548\u673a\u5236\uff0c\u53ef\u4ee5\u628a\u4fe1\u606f\u8f6c\u5316\u4e3a\u7cbe\u70bc\u548c\u53ef\u8bb0\u5fc6\uff08\u7684\u5f62\u5f0f\uff09\uff0c\u5e76\u56e0\u6b64\u63d0\u4f9b\u89c6\u89d2\u7528\u4e8e\u5206\u4eab\u6c9f\u901a\u3002<\/p>\n<p>\u4e00\u4e9b\u673a\u6784\u4ee5\u5355\u72ec\u90e8\u95e8\u6216\u5c0f\u7ec4\u4e3a\u57fa\u7840\u5206\u914d\u548c\u5ea6\u91cf\u4e3b\u8981\u4e1a\u7ee9\u6307\u6807\uff08KPI &#8211; key performance indicator\uff09\u5982\u6b64\u9020\u6210\u7684\u7406\u89e3\u788e\u7247\u6210\u4e3a\u4e00\u79cd\u957f\u671f\u5f0a\u75c5\uff0c\u56e0\u4e3a\u4ed6\u4eec\u4ece\u672a\u4ee5\u7528\u6237\u7684\u89d2\u5ea6\u62fc\u51d1\u8d77\u6574\u4e2a\u4f53\u9a8c\uff08\u8fc7\u7a0b\uff09\u3002<\/p>\n<p>\u5efa\u7acb\u5206\u4eab\u548c\u6c9f\u901a\u89c6\u89d2\u662f\u5236\u4f5c\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u7684\u5173\u952e\u76ee\u7684\uff0c\u56e0\u4e3a\u5982\u679c\u6ca1\u6709\uff08\u90e8\u95e8\u95f4\u7684\uff09\u6c9f\u901a\u548c\u5206\u4eab\uff0c\u5927\u5bb6\u5bf9\u5982\u4f55\u63d0\u5347\u5ba2\u6237\u4f53\u9a8c\u5c31\u65e0\u6cd5\u8fbe\u6210\u5171\u8bc6\u3002<\/p>\n<p>\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u521b\u9020\u6709\u5927\u5c40\u89c2\u7684\u5ba2\u6237\u4f53\u9a8c\uff0c\u6b63\u662f\u8fd9\u79cd\u628a\u622a\u7136\u4e0d\u540c\u7684\u6570\u636e\u70b9\u6574\u5408\u548c\u89c6\u89c9\u5316\u7684\u8fc7\u7a0b\uff0c\u53ef\u4ee5\u8ba9\u6765\u81ea\u56e2\u4f53\u5404\u4e2a\u65b9\u9762\u7684\u51b3\u7b56\u8005\u4fc3\u6210\u5408\u4f5c\u6027\u7684\u5bf9\u8bdd\u548c\u6539\u9769\uff0c\u5426\u5219\u4ed6\u4eec\u5c31\u4f1a\u5931\u53bb\uff08\u5bf9\u6539\u9769\u7684\uff09\u5174\u8da3\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #3366ff;\">\u4e09\u3001\u89e3\u6784\u7528\u6237\u4f53\u9a8c\u5730\u56fe\uff08\u5206\u6790\uff09<\/span><\/h3>\n<p>\u867d\u7136\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u7531\u4e8e\u4e0d\u540c\u7684\u4f7f\u7528\u60c5\u5883\u533a\u522b\u5f88\u5927\uff0c\u4f46\u5b83\u4eec\u90fd\u8d8b\u5411\u4e8e\u4f7f\u7528\u4e00\u4e2a\u901a\u7528\u6a21\u5f0f\uff0c\u5305\u62ec\uff1a\u7528\u5206\u9694\u5f00\u7684\u201c\u533a\u57df\u201d\u8868\u8fbe\u4e0d\u540c\u201c\u89c6\u89d2\u201d\uff0c\u89c6\u89c9\u5316\u4e86\u7684\u4f53\u9a8c\u7ecf\u8fc7\uff0c\u548c\u901a\u8fc7\u8fd9\u4e2a\u8fc7\u7a0b\u5f97\u5230\u7684\u5bf9\u7528\u6237\u89c6\u89d2\u7684\u7406\u89e3\u3002\u8bf7\u770b\u4e0b\u9762\u5bf9\u56fe\u8868\u7684\u6ce8\u91ca\uff1a<\/p>\n<p><a href=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2016\/11\/nngroup-uxm-method-01.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-47755\" src=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2016\/11\/nngroup-uxm-method-01.png\" alt=\"nngroup-uxm-method-01\" width=\"600\" height=\"411\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2016\/11\/nngroup-uxm-method-01.png 600w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2016\/11\/nngroup-uxm-method-01-300x206.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a><\/p>\n<ul>\n<li><strong>A\u533a\uff1a\u8fd9\u4e2a\u533a\u57df\u91cc\u7684\u89c6\u89d2\u63d0\u4f9b\u4e86\u5bf9\u5730\u56fe\u7684\u754c\u5b9a\uff0c\u5e76\u6307\u5b9a -\uff081\uff09\u4e00\u4e2a\u89d2\u8272\uff08\u8c01\uff09\u548c\uff082\uff09\u5f85\u8c03\u7814\u7684\u60c5\u5883\uff08\u4ec0\u4e48\uff09<\/strong><\/li>\n<li><strong>B\u533a\uff1a\u5730\u56fe\u7684\u6838\u5fc3\u662f\u88ab\u89c6\u89c9\u5316\u4e86\u7684\u4f53\u9a8c\u8fc7\u7a0b\uff0c\u4e00\u822c\u6765\u8bf4\u5305\u62ec \uff083\uff09\u53ef\u5206\u6bb5\u7684\u4f53\u9a8c\u8fc7\u7a0b \uff084\uff09\u4ea4\u4e92\u52a8\u4f5c \uff085\uff09\u601d\u7ef4\u6d3b\u52a8 \uff086\uff09\u7528\u6237\u5728\u7ecf\u5386\u6574\u4e2a\u8fc7\u7a0b\u540e\u7684\u60c5\u7eea\u4f53\u9a8c\u3002\u53ef\u4ee5\u7528\u8c03\u7814\u5f97\u6765\u7684\u7528\u6237\u53cd\u9988\u548c\u5f55\u50cf\u4e0e\u4ee5\u652f\u6491\u52a0\u5f3a<\/strong><\/li>\n<li><strong>C\u533a\uff1a\u57fa\u4e8e\u4f53\u9a8c\u5730\u56fe\u6240\u652f\u6301\u7684\u5546\u4e1a\u76ee\u6807\u4e0d\u540c\uff0c\u6240\u5f97\u7ed3\u8bba\u672c\u8be5\u4e0d\u540c\u3002\u4f46\u662f\uff0c\u5b83\u5e94\u5f53\u53ef\u4ee5\u63cf\u8ff0\u6240\u53d1\u73b0\u7684\u7528\u6237\u89c6\u89d2\uff0c\u75db\u70b9\uff0c\u548c\uff087\uff09\u672a\u6765\u7684\u5de5\u4f5c\u4fa7\u91cd\u70b9\uff0c\u8fd8\u6709\uff088\uff09\u56e2\u961f\u5185\u90e8\u7684\u8d23\u4efb\u5206\u914d<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #3366ff;\">\u56db\u3001\u4e3a\u4ec0\u4e48\u9700\u8981\u4f53\u9a8c\u5730\u56fe\uff0c\u4f55\u65f6\u9700\u8981\uff1f<\/span><\/h3>\n<p>\u7ed8\u5236\u4f53\u9a8c\u5730\u56fe\u53ef\u4ee5\u7528\u6765\u652f\u6491\u548c\u8f85\u52a9\u4e00\u4e2a\u5df2\u77e5\u7684\u5546\u4e1a\u76ee\u6807\u3002\u4e0d\u5411\u5546\u4e1a\u76ee\u6807\u770b\u9f50\u7684\u4f53\u9a8c\u5730\u56fe\u65e0\u6cd5\u83b7\u5f97\u5b9e\u9645\u7684\u7ed3\u8bba\u3002\u8fd9\u4e2a\u5546\u4e1a\u76ee\u6807\u53ef\u4ee5\u662f\u4e00\u4e2a\u5916\u90e8\u95ee\u9898\uff0c\u6bd4\u5982\u7814\u7a76\u4e00\u4e2a\u7279\u5b9a\u89d2\u8272\u7684\u8d2d\u4e70\u884c\u4e3a\uff0c\u6216\u8005\u662f\u4e00\u4e2a\u5185\u90e8\u95ee\u9898\uff0c\u6bd4\u5982\u8ffd\u8e2a\u4e00\u4e2a\u5ba2\u6237\u4f53\u9a8c\u8fc7\u7a0b\u4e2d\u7f3a\u4e4f\u8d1f\u8d23\u4eba\u7684\u90e8\u5206\u3002\u5176\u4ed6\u4f53\u9a8c\u5730\u56fe\u53ef\u4ee5\u6f5c\u5728\u652f\u6301\u7684\u5546\u4e1a\u76ee\u6807\u5982\u4e0b\uff1a<\/p>\n<h4><span style=\"color: #3366ff;\">4.1 \u628a\u4e00\u4e2a\u516c\u53f8\u7684\u89c6\u89d2\u4ece\u7531\u5185\u800c\u5916\u53d8\u6210\u7531\u5916\u800c\u5185\u3002<\/span><\/h4>\n<p>\u5982\u679c\u4e00\u4e2a\u673a\u6784\u7684\u5185\u90e8\u6d41\u7a0b\u548c\u673a\u68b0\u5316\u51b3\u7b56\u5f71\u54cd\u4e86\u7528\u6237\u4f53\u9a8c\uff0c\u4f53\u9a8c\u5730\u56fe\u53ef\u4ee5\u5e2e\u52a9\u626d\u8f6c\u8fd9\u4e2a\u673a\u6784\u7684\u98ce\u6c14\uff0c\u4f7f\u4e4b\u91cd\u65b0\u4fa7\u91cd\u5ba2\u6237\u7684\u601d\u8003\uff0c\u884c\u52a8\u548c\u60c5\u7eea\u3002\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u76f4\u63a5\u5bf9\u51c6\u771f\u5b9e\u7684\u4eba\u7684\u4f53\u9a8c\uff0c\u8fd9\u5f80\u5f80\u662f\u673a\u6784\u77e5\u4e4b\u751a\u5c11\u7684\u4e00\u90e8\u5206\u3002<\/p>\n<h4><span style=\"color: #3366ff;\">4.2 \u6253\u7834\u5c42\u7ea7\u9694\u9602\uff0c\u521b\u5efa\u8de8\u673a\u6784\u7684\u5206\u4eab\u89c6\u89d2\u3002<\/span><\/h4>\n<p>\u56e0\u4e3a\u4f53\u9a8c\u5730\u56fe\u521b\u5efa\u4e86\u6574\u4e2a\u7528\u6237\u7684\u4f53\u9a8c\u8fc7\u7a0b\uff0c\u5b83\u53d8\u6210\u4e00\u4e2a\u521b\u5efa\u8de8\u90e8\u95e8\u6c9f\u901a\u5408\u4f5c\u7684\u5de5\u5177\u3002\u5728\u6574\u4e2a\u673a\u6784\u8ba1\u5212\u5411\u7528\u6237\u4f53\u9a8c\u6295\u8d44\u7684\u884c\u52a8\u4e2d\uff0c\u7ed8\u5236\u4f53\u9a8c\u5730\u56fe\u53ef\u4ee5\u662f\u7b2c\u4e00\u6b65\u3002\u56e0\u4e3a\u5b83\u7a81\u51fa\u4e86\u5b58\u5728\u51b2\u7a81\u7684\u533a\u57df\uff0c\u5e2e\u52a9\u56de\u7b54\u4e86\u201c\u6211\u4eec\u4ece\u54ea\u91cc\u5f00\u59cb\u201d\u7684\u95ee\u9898\u3002<\/p>\n<h4><span style=\"color: #3366ff;\">4.3 \u628a\u5173\u952e\u8854\u63a5\u70b9\u7684\u8d23\u4efb\u5206\u5de5\u4e0b\u653e\u5230\u5404\u5185\u90e8\u90e8\u95e8\u3002<\/span><\/h4>\n<p>\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u91cc\u4e0d\u7edf\u4e00\u548c\u7f3a\u5931\u7684\u90e8\u5206\u4e4b\u6240\u4ee5\u5b58\u5728\uff0c\u7ecf\u5e38\u662f\u56e0\u4e3a\u6ca1\u6709\u4efb\u4f55\u5185\u90e8\u90e8\u95e8\u6709\u8d1f\u8d23\u90a3\u4e2a\u533a\u57df\u7684\u804c\u8d23\u3002\u4f53\u9a8c\u5730\u56fe\u53ef\u4ee5\u5bf9\u5904\u5728\u4e0d\u540c\u5de5\u4f5c\u9636\u6bb5\u7684\u90e8\u95e8\u6216\u56e2\u4f53\u7684\u534f\u4f5c\u60c5\u51b5\u4e88\u4ee5\u6f84\u6e05\uff0c\u6216\u662f\u5bfb\u627e\u4f53\u9a8c\u8fc7\u7a0b\u91cc\u7684\u5173\u952e\u8854\u63a5\u70b9\u3002<\/p>\n<h4><span style=\"color: #3366ff;\">4.4 \u9488\u5bf9\u7279\u5b9a\u7528\u6237\u3002<\/span><\/h4>\n<p>\u4f53\u9a8c\u5730\u56fe\u53ef\u4ee5\u5e2e\u52a9\u56e2\u961f\u805a\u7126\u5728\u7279\u5b9a\u89d2\u8272\u6216\u5ba2\u6237\u4e0a\uff0c\u8fd9\u53ef\u80fd\u610f\u5473\u7740\u53bb\u7406\u89e3\u591a\u79cd\u89d2\u8272\u7684\u4f53\u9a8c\u4e4b\u95f4\u7684\u533a\u522b\u548c\u76f8\u4f3c\uff0c\u4f18\u5148\u66f4\u6709\u4ef7\u503c\u7684\u89d2\u8272\uff0c\u6216\u8005\u610f\u5473\u7740\u9762\u5411\u4e00\u4e2a\u65b0\u7528\u6237\u7c7b\u578b\u62d3\u5c55\u65b0\u65b9\u5411\u3002<\/p>\n<h4><span style=\"color: #3366ff;\">4.5 \u7406\u89e3\u5927\u6570\u636e\u3002<\/span><\/h4>\n<p>\u5982\u679c\u4f60\u901a\u8fc7\u5206\u6790\u6216\u89e3\u8bfb\u5927\u6570\u636e\u53d1\u89c9\u67d0\u4e9b\u7279\u5b9a\u8d8b\u52bf &#8211; \u6bd4\u5982\u53ef\u80fd\u662f\u7ebf\u4e0a\u9500\u552e\u9ad8\u5c45\u4e0d\u4e0b\uff0c\u6216\u67d0\u7ebf\u4e0a\u5de5\u5177\u88ab\u4f4e\u4f30\u4e86\u2014\u2014\u4f53\u9a8c\u5730\u56fe\u53ef\u4ee5\u5e2e\u4f60\u627e\u5230\u4e3a\u4ec0\u4e48\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #3366ff;\">\u4e94\u3001\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u7684\u5173\u952e\u5143\u7d20<\/span><\/h3>\n<p>\u867d\u7136\u4f53\u9a8c\u5730\u56fe\u53ef\u4ee5\uff08\u5e76\u4e14\u5e94\u8be5\uff09\u6709\u5f88\u5bbd\u6cdb\u7684\u5f62\u5f0f\uff0c\u6709\u4e9b\u5143\u7d20\u8fd8\u662f\u57fa\u672c\u5305\u62ec\u7684\uff1a<\/p>\n<ul>\n<li><span style=\"color: #3366ff;\"><strong>\u89c2\u70b9\u3002<\/strong><\/span><br \/>\n\u7b2c\u4e00\u5e76\u4e14\u9996\u8981\u7684\u662f\u9009\u62e9\u6545\u4e8b\u7684\u201c\u89d2\u8272\u201d\u3002\u8fd9\u662f\u5173\u4e8e\u8c01\u7684\u4f53\u9a8c\u5730\u56fe\uff1f\u6bd4\u5982\uff0c\u4e00\u6240\u5927\u5b66\u53ef\u80fd\u9009\u62e9\u5b66\u751f\u6216\u6559\u5de5\u505a\u89d2\u8272\uff0c\u8fd9\u5c06\u4f1a\u5f97\u51fa\u975e\u5e38\u4e0d\u540c\u7684\u4f53\u9a8c\u5730\u56fe\u3002\u6545\u4e8b\u201c\u89d2\u8272\u201d \u5f80\u5f80\u8ddf\u7528\u6237\u4f53\u9a8c\u91cc\u7684\u7814\u7a76\u89d2\u8272\u91cd\u5408\uff08\u5982\u679c\u8fd9\u4e2a\u89d2\u8272\u662f\u5b9e\u9645\u5b58\u5728\u7684\uff09\u3002\u7ed8\u5236\u65b0\u7684\u4f53\u9a8c\u5730\u56fe\u7684\u539f\u5219\u662f\uff0c\u4e00\u4e2a\u5730\u56fe\u53ea\u4f7f\u7528\u4e00\u79cd\uff08\u89d2\u8272\uff09\u7684\u89c2\u70b9\uff0c\u8fd9\u6837\u53ef\u4ee5\u5f97\u51fa\u6709\u529b\u548c\u6e05\u6670\u5730\u63cf\u8ff0\u3002<\/li>\n<li><span style=\"color: #3366ff;\"><strong>\u60c5\u5883\u3002<\/strong><\/span><br \/>\n\u4e0b\u4e00\u6b65\uff0c\u51b3\u5b9a\u5730\u56fe\uff08\u9488\u5bf9\u89d2\u8272\u7684\uff09\u7684\u7279\u5b9a\u4f53\u9a8c\u8fc7\u7a0b\u3002\u53ef\u4ee5\u662f\u4e00\u4e2a\u5df2\u77e5\u7684\u4f53\u9a8c\u8fc7\u7a0b\uff0c\u8fd9\u65f6\u5019\u5730\u56fe\u53ef\u4ee5\u63ed\u793a\u4e00\u4e9b\u5f53\u524d\u8fc7\u7a0b\u4e2d\u79ef\u6781\u548c\u6d88\u6781\u7684\u65f6\u523b\u3002\u6216\u8005\u662f\u4e00\u4e2a\u201c\u5c06\u6765\u7684\u201d\u4f53\u9a8c\u8fc7\u7a0b\uff0c\u8fd9\u65f6\u5730\u56fe\u7528\u4e8e\u4e3a\u5c1a\u672a\u5b58\u5728\u7684\u4ea7\u54c1\u6216\u670d\u52a1\u8bbe\u8ba1\u4e00\u4e2a\u8fc7\u7a0b\u3002\u6ce8\u610f\u5728\u4f53\u9a8c\u4e2d\u6f84\u6e05\u7528\u6237\u76ee\u6807\u3002\u4f53\u9a8c\u5730\u56fe\u6700\u9002\u5408\u7528\u6765\u63cf\u8ff0\u4e00\u7cfb\u5217\u4e8b\u4ef6\uff0c\u6bd4\u5982\u6d88\u8d39\u884c\u4e3a\u6216\u4e00\u4e2a\u65c5\u884c\u3002<\/li>\n<li><span style=\"color: #3366ff;\"><strong>\u884c\u4e3a\uff0c\u6001\u5ea6\uff0c\u548c\u60c5\u7eea\u3002<\/strong><\/span><br \/>\n\u4e00\u4e2a\u4f53\u9a8c\u5730\u56fe\u63cf\u8ff0\u7684\u6838\u5fc3\u662f\u7528\u6237\u5728\u5e72\u4ec0\u4e48\uff0c\u60f3\u4ec0\u4e48\uff0c\u548c\u5728\u8fd9\u4e2a\u8fc7\u7a0b\u4e2d\u7684\u611f\u53d7\u3002\u5e94\u8be5\u5bf9\u8fd9\u4e9b\u6570\u636e\u70b9\u8fdb\u884c\u4fa7\u91cd\u8d28\u7684\u7814\u7a76\uff0c\u6bd4\u5982\u5b9e\u5730\u8c03\u67e5\uff0c\u73af\u5883\u8c03\u7814\uff0c\u548c\u57fa\u4e8e\u957f\u65f6\u95f4\u5c3a\u5ea6\u7684\u8ddf\u8e2a\u7814\u7a76\uff08diary studies\uff09\u3002\u6839\u636e\u4f53\u9a8c\u5730\u56fe\u7684\u76ee\u7684\u4e0d\u540c\uff0c\u5176\u5206\u6790\u5f97\u51fa\u7684\u8868\u73b0\u4f1a\u975e\u5e38\u4e0d\u540c\u3002\uff08\u601d\u8003\uff09\u8fd9\u4e2a\u76ee\u7684\u662f\u8bc4\u4f30\u6216\u8bbe\u8ba1\u4e00\u4e2a\u6574\u4f53\u7684\u5bbd\u6cdb\u7684\u8d2d\u4e70\u5468\u671f\uff0c\u8fd8\u662f\u4e00\u4e2a\u5c01\u95ed\u7cfb\u7edf\uff1f<\/li>\n<li><span style=\"color: #3366ff;\"><strong>\u8854\u63a5\u70b9\u548c\u6e20\u9053\u3002<\/strong><\/span><br \/>\n\u4f53\u9a8c\u5730\u56fe\u5e94\u8be5\u628a\u8854\u63a5\u70b9\uff08\u89d2\u8272\u5728\u5730\u56fe\u4e2d\u5b9e\u9645\u63a5\u89e6\u516c\u53f8\u7684\u673a\u4f1a\uff09\u548c\u6e20\u9053\uff08\u6c9f\u901a\u6216\u4f20\u9012\u670d\u52a1\u7684\u65b9\u6cd5\uff0c\u6bd4\u5982\u7f51\u7ad9\u6216\u5b9e\u4f53\u5e97\uff09\u8ddf\u7528\u6237\u7684\u76ee\u6807\u548c\u884c\u4e3a\u7edf\u4e00\u8d77\u6765\u3002\u8fd9\u4e9b\u5143\u7d20\u503c\u5f97\u88ab\u7279\u522b\u5173\u6ce8\uff0c\u56e0\u4e3a\u4ed6\u4eec\u7ecf\u5e38\u662f\u53d1\u73b0\u54c1\u724c\u4e0d\u7edf\u4e00\u548c\u4f53\u9a8c\u4e0d\u8fde\u8d2f\u7684\u5730\u65b9\u3002<\/li>\n<li><span style=\"color: #3366ff;\"><strong>\u6d1e\u5bdf\u548c\u8d23\u4efb\u5236\u3002<\/strong><\/span><br \/>\n\u5236\u4f5c\u4f53\u9a8c\u5730\u56fe\u8fc7\u7a0b\u7684\u610f\u4e49\u5728\u4e8e\u53d1\u73b0\u7528\u6237\u4f53\u9a8c\u8fc7\u7a0b\u4e2d\u7684\u7a7a\u767d\uff08\u8fd9\u5728ominichannel\u4f53\u9a8c\u91cc\u5c24\u5176\u5e38\u89c1\uff09\u7136\u540e\u91c7\u53d6\u63aa\u65bd\u53bb\u4f18\u5316\u7528\u6237\u4f53\u9a8c\u3002\u6d1e\u5bdf\u548c\u8d23\u4efb\u5236\u5f80\u5f80\u662f\u7ecf\u5e38\u88ab\u5ffd\u7565\u7684\u91cd\u8981\u5143\u7d20\u3002\u4efb\u4f55\u4ece\u4f53\u9a8c\u5730\u56fe\u4e2d\u6d6e\u51fa\u7684\u6d1e\u5bdf\u7ed3\u679c\u90fd\u5e94\u8be5\u88ab\u660e\u7ec6\u7684\u5217\u51fa\u6765\u3002\u5e76\u4e14\u5982\u679c\u884c\u653f\u4e0a\u53ef\u80fd\uff0c\u628a\u4f53\u9a8c\u5730\u56fe\u7684\u4e0d\u540c\u533a\u5757\u8d23\u4efb\u5236\u6d3e\u653e\u51fa\u53bb\uff0c\u8fd9\u6837\u53ef\u4ee5\u660e\u786e\u8c01\u8d1f\u8d23\u7528\u6237\u4f53\u9a8c\u8fc7\u7a0b\u7684\u4ec0\u4e48\u90e8\u5206\u3002\u6ca1\u6709\u8d23\u4efb\u5236\u5c31\u6ca1\u4eba\u6709\u6743\u6216\u6709\u8d23\u4efb\u53bb\u505a\u51fa\u6539\u53d8\u3002\u5373\u4f7f\u4e0a\u9762\u6240\u6709\u7684\u5173\u952e\u5143\u7d20\u90fd\u88ab\u5305\u62ec\u4e86\uff0c\u4e24\u4e2a\u4f53\u9a8c\u5730\u56fe\u4e5f\u53ef\u80fd\u770b\u8d77\u6765\u5b8c\u5168\u4e0d\u4e00\u6837\uff0c\u800c\u4ed6\u4eec\u90fd\u5404\u81ea\u5b8c\u5168\u9002\u5408\u4e3a\u4e4b\u8bbe\u8ba1\u7684\u60c5\u5883\u3002<\/li>\n<\/ul>\n<p>\u5f53\u51b3\u5b9a\u653e\u4ec0\u4e48\u5143\u7d20\u8fdb\u5730\u56fe\u7684\u65f6\u5019\uff0c\uff08\u5e94\u8003\u8651\uff09\u662f\u8ffd\u6c42\u8fdc\u666f\u8fd8\u662f\u4fa7\u91cd\u70b9\uff1f\u8ffd\u6c42\u5e7f\u5ea6\u8fd8\u662f\u6df1\u5ea6\uff1f\u5e76\u8fdb\u884c\u534f\u8c03\u3002\u4e3a\u4e86\u5bf9\u8fd9\u4e9b\u534f\u8c03\u505a\u51fa\u5408\u7406\u7684\u51b3\u7b56\u5e94\u8003\u8651\u4e0b\u9762\u7684\u95ee\u9898\uff1a<\/p>\n<ul>\n<li>\u4e3a\u4e86\u63cf\u8ff0\u5b8c\u6574\u7684\u6545\u4e8b\uff0c\u9700\u8981\u7ec6\u8282\u6df1\u5165\u5230\u4ec0\u4e48\u7a0b\u5ea6\uff1f<\/li>\n<li>\u4e3a\u4e86\u63d0\u4f9b\u6700\u771f\u5b9e\u7684\u63cf\u8ff0\uff0c\u9700\u8981\u4ec0\u4e48\u5143\u7d20\uff08\u6bd4\u5982\u5668\u6750\uff0c\u6e20\u9053\uff0c\u8ba1\u5212\u5916\u5185\u5bb9\uff09<\/li>\n<li>\u4f53\u9a8c\u5730\u56fe\u662f\u7528\u4e8e\u8bca\u65ad\u5f53\u524d\u4f53\u9a8c\u8fc7\u7a0b\u4e2d\u7684\u95ee\u9898\u8fd8\u662f\u7528\u6765\u8bbe\u8ba1\u4e00\u4e2a\u65b0\u7684\u4f53\u9a8c\uff1f<\/li>\n<li>\u5916\u90e8\u884c\u4e3a\uff08\u7528\u6237\u89d2\u5ea6\uff09\u548c\u5185\u90e8\u884c\u4e3a\uff08\u673a\u6784\u89d2\u5ea6\uff09\u7684\u5e73\u8861\u5728\u54ea\u91cc\uff1f<\/li>\n<li>\u8c01\u5728\u4f7f\u7528\u8fd9\u4e2a\u4f53\u9a8c\u5730\u56fe\uff1f<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #3366ff;\">\u4e94\u3001\u521b\u5efa\u6210\u529f\u4f53\u9a8c\u5730\u56fe\u7684\u539f\u5219<\/span><\/h3>\n<p>\u6210\u529f\u7684\u7528\u6237\u4f53\u9a8c\u5730\u56fe\u4e0d\u6b62\u8981\u6c42\u5177\u5907\u6240\u6709\u5e94\u8be5\u6db5\u76d6\u7684\u5143\u7d20\u3002\u4f53\u9a8c\u5730\u56fe\u5e94\u8be5\u662f\u4e00\u4e2a\u62e5\u6709\u6e05\u6670\u76ee\u6807\u548c\u57fa\u4e8e\u8c03\u7814\u7684\u5408\u4f5c\u8fc7\u7a0b\u3002\u4f60\u9700\u8981\u5f88\u52aa\u529b\u7684\u628a\u5730\u56fe\u7684\u5236\u4f5c\u8fc7\u7a0b\u63a7\u5236\u5728\u6b63\u786e\u8f68\u9053\u4e0a\uff0c\u5e76\u5efa\u7acb\u76f8\u5173\uff08\u7ba1\u7406\u5c42\u5bf9\u5176\u7684\uff09\u8ba4\u53ef\uff0c\uff08\u4e4b\u540e\u624d\u80fd\uff09\u57fa\u4e8e\u5b83\u63d0\u4f9b\u7684\u6d1e\u5bdf\u7ed3\u679c\u63a8\u884c\u6539\u9769\u548c\u8f6c\u6362\u3002\u4e0b\u9762\u662f\u4e00\u4e9b\u786e\u4fdd\u5f00\u59cb\u7ed8\u5236\u4f53\u9a8c\u5730\u56fe\u7684\u8fc7\u7a0b\u5e76\u4f7f\u4e4b\u4fdd\u6301\u6b63\u786e\u65b9\u5411\u7684\u5c0f\u8d34\u58eb\uff1a<\/p>\n<h4><span style=\"color: #3366ff;\">5.1 \u786e\u7acb\u201c\u4e3a\u4ec0\u4e48\u201d\u548c\u201c\u4e3a\u4e86\u4ec0\u4e48\u201d\u3002<\/span><\/h4>\n<p>\u9996\u5148\uff0c\u786e\u5b9a\u4f53\u9a8c\u5730\u56fe\u8981\u652f\u6301\u7684\u5546\u4e1a\u76ee\u6807\u3002\u5728\u5f00\u59cb\u5236\u4f5c\u4ee5\u524d\u786e\u5b9a\u5bf9\u90a3\u4e9b\u57fa\u672c\u7684\u5173\u952e\u95ee\u9898\u90fd\u6709\u6e05\u6670\u5730\u7b54\u6848\uff1a<\/p>\n<ol>\n<li>\u8fd9\u4e2a\u4f53\u9a8c\u5730\u56fe\u8981\u652f\u6301\u4ec0\u4e48\u5546\u4e1a\u76ee\u6807\uff1f<\/li>\n<li>\u8c01\u662f\u4f7f\u7528\u8005\uff1f<\/li>\n<li>\u8fd9\u662f\u5173\u4e8e\u8c01\u7684\u4f53\u9a8c\u5730\u56fe\uff1f\u63cf\u8ff0\u7684\u662f\u4ec0\u4e48\u4f53\u9a8c\uff1f<\/li>\n<li>\u5982\u4f55\u5171\u4eab\u5730\u56fe\uff1f<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h4><span style=\"color: #3366ff;\">5.2 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style=\"color: #333333;\" href=\"https:\/\/zhuanlan.zhihu.com\/p\/22823827\" target=\"_blank\">\u5c0f\u7403\u5a18\u7684\u7528\u6237\u4f53\u9a8c\u7b14\u8bb0<\/a>\u00a0\uff08\u77e5\u4e4e\u4e13\u680f\uff09<\/span><\/em><br \/>\n<em><span style=\"color: #333333;\">\u82f1\u6587\u539f\u6587\u94fe\u63a5\uff1a<a style=\"color: #333333;\" href=\"https:\/\/www.nngroup.com\/articles\/customer-journey-mapping\/\" target=\"_blank\">https:\/\/www.nngroup.com<\/a><br \/>\n\u539f\u6587\u6807\u9898\uff1aWhen and How to Create Customer Journey Maps<br \/>\n\u5934\u56fe\u6765\u6e90\uff1a<a style=\"color: #333333;\" href=\"https:\/\/blinkux.com\/wp-content\/uploads\/katheryn-blog-DFC_0185-mark_gsellman.jpg\" target=\"_blank\">https:\/\/blinkux.com<\/a><\/span><\/em><\/p>\n<p>&nbsp;<\/p>\n<div style=\"text-align: center;\"><!-- LikeBtn.com BEGIN --><span class=\"likebtn-wrapper\"  data-identifier=\"post_47751\"  data-site_id=\"5768fe4f7d9c0c767123d748\"  data-theme=\"custom\"  data-btn_size=\"80\"  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href=\"https:\/\/www.uxren.cn\/?tag=user-experience-map-1\" target=\"_blank\">\u7528\u6237\u4f53\u9a8c\u5730\u56fe \u4e13\u680f\u6587\u7ae0 &gt;&gt;<\/a><\/span><\/h6>\n<h6 style=\"text-align: center;\"><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/www.uxren.cn\/?p=41293\" target=\"_blank\">\u5173\u4e8e\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\uff1a\u4f60\u9700\u8981\u77e5\u9053\u7684\u4e00\u5207<\/a><\/span><\/h6>\n<h6 style=\"text-align: center;\"><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/www.uxren.cn\/?p=42756\" target=\"_blank\">\u8de8\u754c\u4ea7\u54c1\u7ecf\u7406\u6559\u4f60\u73a9\u8f6c\u7528\u6237\u4f53\u9a8c\u5730\u56fe<\/a><\/span><\/h6>\n<h6 style=\"text-align: center;\"><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/www.uxren.cn\/?p=11756\" target=\"_blank\">\u5982\u4f55\u7406\u89e3\u201c\u670d\u52a1\u8bbe\u8ba1\u201d\u548c\u201c\u4f53\u9a8c\u5730\u56fe\u201d\u5728\u7528\u6237\u4f53\u9a8c\u884c\u4e1a\u7684\u4ef7\u503c\uff1f<\/a><\/span><\/h6>\n<h6 style=\"text-align: center;\"><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/www.uxren.cn\/?p=45956\" target=\"_blank\">\u963f\u8299\u8bbe\u8ba1\u603b\u76d1\u76d0\u4e50\uff1a 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