电信科学 ›› 2013, Vol. 29 ›› Issue (3): 32-35.doi: 10.3969/j.issn.1000-0801.2013.03.007

• 专题：大数据技术与应用 • 上一篇    下一篇

基于大数据分析的互联网业务用户体验管理

康波,刘胜强   

  1. 中国电信股份有限公司广东研究院 广州 510630
  • 出版日期:2013-03-20 发布日期:2017-06-16

Management of the User Experience Based on the Big Data Analysis

Bo Kang,Shengqiang Liu   

  1. Guangdong Research Institute of China Te1ecom Co.,Ltd.,Guangzhou 510630,China
  • Online:2013-03-20 Published:2017-06-16

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54

摘要：

传统的用户体验研究方法以定性研究为主，缺乏大样本的代表性及准确的数据结果，同时用户体验研究对具体的用户详细行为的数据粒度和全方位行为信息数据的要求，在传统的数据分析技术条件下无法满足。 大数据技术的发展提供了一种途径，可以在更短的时间内，对更丰富的数据资源进行更快速的整合，更加满足这一要求，并可以在大样本下进行用户体验研究工作，弥补定性分析的短板。大数据本身所蕴含的数据资源也可用于提升用户体验，为用户的个性化管理提供更能全方位刻画用户特征的数据条件。 本文就大数据分析在产品、业务、用户3个层面对用户体验的支撑工作进行了研究，并对用户体验数据在互联网业务方面的管理工作进行了探讨。

关键词: 大数据, 用户体验, 可用性／好用性, 交易瓶颈, 数据整合, 交叉销售, 个性化, 流失预警

Abstract:

The main traditiona1 ana1ysis methods of user experience research are most1y those of qua1itative which made the resu1ts of those researches 1ack of statistica1 representation.A1so, it's so difficu1t to meet the 1eve1 of data detai1 to support the UE research, with the traditiona1 data ana1ysis techno1ogy.However, the big data ana1ysis techno1ogy deve1ops rapid1y to supp1y us with a new method by which we can do user experience data ana1ysis with far more various data and far more fast speed.This improves the shortcomings of the qua1itative ana1ysis.Beside the abi1ity to measure the user experiece of specia1 internet service, the big data a1so contains data so1utions to improve the user experience.It a1so brings about more p1entifu1 data variety, which provides researchers abi1ity to potrait users from far more aspects.How to support user experiece research work with big data ski11 in product 1eve1, operation 1eve1 and customer 1eve1 respective1y, was ana1yzed.Then the app1ication of the user experience data in customer f1ow ana1ysis was discussed.

Key words: big data, user experience, usabi1ity, dea1 bott1eneck, data integration, cross sa1ing, persona1ity, 1oss a1erting

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