以“满意度”为中心—移动社交产品服务系统模式的探索与实践

发布时间：2019-06-25 13:07

【摘要】：作为传统互联网的扩展和演进，移动互联网在近几年得到了迅猛快速发展。移动互联时代的到来，将互联网使用范围扩大并延伸至“随时随地”，，且在对人们的生活产生了巨大的影响的同时，也对产品的设计和开发提出了新的要求。随着移动智能终端和移动互联网的发展，带动了移动端产品的崛起，特别是社交类的移动端产品。不仅社交类移动端产品种类的不断增多，而且用户基数也在不断扩大。然而移动社交产品在规模不断扩大的同时也出现了竞争加剧、同质化严重、高淘汰率等发展现状。本课题基于对移动社交产品发展现状背后出现问题的分析，从产品服务系统的角度对移动社交产品展开研究，在对产品服务系统的概念、创新及模式研究的基础上提出了用户满意度的概念、意义及其影响因素，并明确了移动社交产品服务系统模式的核心；结合使用导向服务的产品服务系统模式，且以微信的服务系统模式为例全面而深入地研究和分析了移动社交产品服务系统模式；在产品服务系统中，分别对影响用户满意度的六大因素（需求与功能、交互设计、视觉设计、技术支持、使用环境及用户体验）进行研究，为构建以用户满意度为中心的移动社交产品服务系统模式奠定基础。从目标、流程和策略、方法、原则和规范四个方面，针对移动社交产品，提出并构建了以用户满意度为中心的移动社交产品服务系统模式。在目标上，明确提出以用户满意度最为移动社交产品服务系统模式的最高目标；在流程策略上，以普通的移动产品设计开发流程为基础，提出了针对用户满意度的移动社交产品的设计流程；在方法上，依据不同的设计阶段提出了多种提升用户满意度的方法；在原则和规范上，针对影响用户满意度的因素，提出了在设计过程中需要遵循的六点原则和规范，用以指导设计实践。此外，论文结合理论研究并选取特定的项目——“基于LBS的陌生人社交产品”展开了设计实践，以用户满意度为目标，根据设计流程步骤，尝试运用以满意度为中心的移动社交产品服务系统模式的一般抽象方法，提供可供参考的设计方案。
[Abstract]:As the expansion and evolution of traditional Internet, mobile Internet has been developed rapidly in recent years. With the advent of the era of mobile interconnection, the use of the Internet has been expanded and extended to "anytime, anywhere". While it has a great impact on people's lives, it has also put forward new requirements for the design and development of products. With the development of mobile intelligent terminal and mobile Internet, the rise of mobile products, especially social mobile products. Not only is the range of social mobile products growing, but also the user base is expanding. However, while the scale of mobile social products is expanding, the competition is intensified, the homogenization is serious, and the elimination rate is high. Based on the analysis of the problems behind the development of mobile social products, this paper studies the mobile social products from the perspective of product service system, and puts forward the concept, significance and influencing factors of user satisfaction on the basis of the concept, innovation and mode of product service system, and clarifies the core of the model of mobile social product service system. Combined with the product service system mode of using oriented service, and taking the service system mode of WeChat as an example, this paper comprehensively and deeply studies and analyzes the mobile social product service system model. In the product service system, the six factors that affect user satisfaction (requirement and function, interaction design, visual design, technical support, usage environment and user experience) are studied respectively, which lays a foundation for the construction of mobile social product service system model centered on user satisfaction. From four aspects of goal, process and strategy, method, principle and specification, a mobile social product service system model centered on user satisfaction is proposed and constructed for mobile social products. In terms of goal, the highest goal of mobile social product service system model with user satisfaction is clearly put forward; in the process strategy, based on the ordinary mobile product design and development process, the design flow of mobile social product for user satisfaction is put forward, and in the method, a variety of methods to improve user satisfaction are put forward according to different design stages. In terms of principles and specifications, aiming at the factors that affect the satisfaction of users, this paper puts forward six principles and specifications that should be followed in the design process to guide the design practice. In addition, based on the theoretical research and selection of a specific project, "stranger social product based on LBS", this paper carries out the design practice, takes user satisfaction as the goal, according to the design process steps, attempts to use the general abstract method of satisfaction centered mobile social product service system pattern to provide a reference design scheme.
【学位授予单位】：武汉理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TB472

【参考文献】