Used to solve the problems of resource structure and role framework.

Three key points

Highest point: To experience the highest or lowest point.

End point: the feeling point at the end of the experience.

Patience: the bottom line of users' patience. Time and service.

The blueprint of user experience takes the service process as the core, allocates resources under the condition of limited resources, does not challenge the patience of users, tries its best to create a peak experience, and then makes a beautiful final experience tail.

Taking Atour Hotel as an example, Atour Hotel has designed 12 nodes to create its peak and ultimate value experience:

Book, when you walk into the lobby, when you first enter the room, when you need hotel service consultation, when you have breakfast, stay in the hotel at this moment, when you want to have supper, when you leave the store, when you comment after leaving the store, why do you stay for the second time, when you introduce Yaduo to your friends, when you book again?

This 12 node is different, and the peak experience set by Atour revolves around this 12 node, or there are concepts left or surprises. Its service strategy is: it is better to be different than better. Because it is not as good as a five-star hotel. There are books in its hall, which can be taken back to the room to read. Pillows and mattresses cost more, allowing users to sleep better; Carpets and marble are cheaper. To sum up, it is the place where users preset. Don't be too disappointed. When there is no preset, there are surprises.

Combined with the last article, we have a user experience map from the user's point of view. We need to make a blueprint for user experience, allocate resources better and get twice the result with half the effort.

Homework for this course,

Design a date with a friend, with a peak and a final value.