lunaxjames日记_我们如何从产品内部进行日记研究

lunaxjames日记

by Megan Dell

梅根·戴尔(Megan Dell)

我们如何从产品内部进行日记研究 (How we ran a diary study from within our product)

At 99designs, we get a lot of customer feedback. But, like most businesses, most of it comes from customers AFTER they use our product (we survey them). Or, it is relayed second-hand from our support team. This feedback is valuable, but it doesn’t give us a fly-on-the-wall perspective of the customer’s experience as it unfolds.

在99designs，我们获得了大量的客户反馈。 但是，像大多数企业一样，其中大部分来自客户在使用我们的产品后(我们对其进行调查)。 或者，它是由我们的支持团队提供的二手信息。 这种反馈是有价值的，但是随着反馈的发展，它并不能使我们对客户的体验有一个飞速的了解。

You see, our product isn’t a one-time experience. In case you’re unfamiliar, this is how it works:

您会发现，我们的产品不是一次体验。 如果您不熟悉它，它是这样工作的：

• Write a design brief, outlining what you need designed
  撰写设计简介，概述您需要设计的内容
• Share your brief with our global community of designers
  与我们的全球设计师社区分享您的简介
• Wait for design concepts to come in
  等待设计概念出现
• As designs comes in, provide feedback to designers
  当设计进入时，向设计师提供反馈
• Select a handful of designers to take through to the final round, where you collaborate and refine your design
  选择少数设计师进入最后一轮，在此进行协作并完善设计
• Select the winning design(s)
  选择获奖的设计
• Receive your final design files from the designer.
  从设计师那里收到您的最终设计文件。

A customer’s relationship with 99designs can last up to 4 weeks from the brief writing stage, through to final design files being delivered.

从简短的写作阶段到最终的设计文件交付，客户与99designs的关系最多可以持续4周。

为什么要进行日记研究？ (Why run a diary study?)

Since our product is so multi-faceted it can be a bit overwhelming for customers with little experience working with designers. As a UX team, our goal for the quarter is to improve the experience of our first-time customers.

由于我们的产品用途广泛，因此对于缺乏与设计师合作经验的客户来说可能有些不知所措。 作为UX团队，我们在本季度的目标是改善首次客户的体验。

To start, we decided to focus on the early stages of the design process. In this stage, customers receive multiple design submissions from multiple designers, all requesting feedback on their hard work. We thought if we could better understand this, we could better streamline and organize the feedback process for our customers, which would lead to a much better experience.

首先，我们决定专注于设计过程的早期阶段。 在此阶段，客户会收到来自多个设计师的多个设计提交物，所有人都要求他们提供辛勤工作的反馈。 我们认为，如果我们能更好地理解这一点，就可以更好地简化和组织针对客户的反馈流程，从而带来更好的体验。

We reached into our research methodology toolkit and selected a diary study as the right approach for the job.

我们进入了研究方法论工具包，并选择了日记研究作为工作的正确方法。

Diary studies in user research are a longitudinal technique used in anthropology, psychology, and user experience research, primarily to capture data from participants as they live through certain experiences.

用户研究中的日记研究是一种在人类学，心理学和用户体验研究中使用的纵向技术，主要用于从参与者通过某些体验中获取数据。

– Read more about Diary Studies on Wikipedia

–