CN112651839A - Product optimization method and system - Google Patents
Product optimization method and system Download PDFInfo
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- CN112651839A CN112651839A CN202110018541.7A CN202110018541A CN112651839A CN 112651839 A CN112651839 A CN 112651839A CN 202110018541 A CN202110018541 A CN 202110018541A CN 112651839 A CN112651839 A CN 112651839A
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- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
- G06Q40/06—Asset management; Financial planning or analysis
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
- G06Q40/02—Banking, e.g. interest calculation or account maintenance
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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Abstract
The invention provides a product optimization method and a product optimization system, wherein the method comprises the steps of obtaining the transaction amount of each financial product and the click rate of the corresponding function point document, determining the sequencing and the total click rate of the function point document of each financial product, calculating the user experience coefficient of the financial product by using the total click rate of the function point document of the financial product and the transaction amount of the financial product, positioning the financial product to be optimized based on the size of the user experience coefficient of each financial product, and optimizing the positioned user experience problem in the financial product to be optimized according to the sequencing of the function point document of the financial product to be optimized. In the scheme, the user experience coefficients of the financial products are calculated by using the total click quantity of the functional point documents and the transaction quantity of the financial products, the financial products to be optimized can be positioned based on the user experience coefficients of the financial products, then the products are accurately optimized based on the user experience problems of different sizes, and the efficiency of finding the product experience problems and optimizing the products is improved.
Description
Technical Field
The invention relates to the technical field of data optimization, in particular to a product optimization method and system.
Background
At present, the rise of the self-service channel of mobile terminal has made things convenient for the user directly to use bank financial product and service by oneself, also makes the bank practitioner be difficult to discover in which functional area user experience problem is concrete concentrated simultaneously.
In the existing method, the financial product experience problems are mainly acquired through common means such as collection and collection, the collected financial product experience problems are reported to a product research and development department step by step, and in the product design and test process, the financial product experience problems are mainly discovered through customer experience tests and gray level tests.
At present, quantitative measurement cannot be carried out on the product experience problem, so that the product is slowly optimized, the priority for optimizing the product experience problem cannot be determined, and after the product experience problem is optimized, whether the product experience is improved or not cannot be evaluated quantitatively and systematically.
Disclosure of Invention
In view of this, embodiments of the present invention provide a method and a system for optimizing a product, so as to achieve the purpose of improving efficiency of finding a product experience problem and optimizing the product.
In order to achieve the above purpose, the embodiments of the present invention provide the following technical solutions:
the first aspect of the embodiment of the invention discloses a product optimization method, which comprises the following steps:
acquiring the click rate of a function point document corresponding to each financial product and the transaction amount of each financial product, wherein the function point document is stored in a customer service knowledge base system and is used for providing consultation information after experiencing the product for a user, and the click rate of the function point document is the number of times that the user acquires the consultation information in the function point document;
for each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product;
calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product aiming at each financial product to obtain the user experience coefficient of the financial product;
positioning the financial products to be optimized based on the user experience coefficients of the financial products;
and positioning the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized, and optimizing.
Optionally, the obtaining of the click rate of the function point document corresponding to each financial product includes:
determining each function point document corresponding to each financial product;
and inquiring the customer service click rate of each function point document corresponding to the financial product in a customer service knowledge base system aiming at each financial product, and taking the customer service click rate of each function point document as the click rate of the function point document.
Optionally, for each financial product, calculating a user experience coefficient by using the total click rate of the function point document and the transaction amount of the financial product, and obtaining the user experience coefficient of the financial product includes:
and calculating the ratio of the total click quantity of the function point document to the transaction quantity of the financial product for each financial product, and taking the ratio as the user experience coefficient of the financial product.
Optionally, the positioning the financial product to be optimized based on the size of the user experience coefficient of each financial product includes:
comparing the user experience coefficients of the financial products, and sequencing the user experience coefficients from big to small;
and positioning the financial products to be optimized according to the sequence, wherein the user experience coefficient is in direct proportion to the severity of the problems of the financial products.
Optionally, the positioning and optimizing the user experience problem in the financial product to be optimized according to the ranking of the function point documents of the financial product to be optimized includes:
acquiring a function point document of the financial product to be optimized corresponding to the positioned financial product to be optimized, and positioning a user experience problem in the financial product to be optimized;
determining data to be optimized of the financial product to be optimized according to consulting information recorded in the functional point document of the financial product to be optimized;
and optimizing the data to be optimized of the financial product to be optimized according to the positioning sequence of the user experience problems in the financial product to be optimized.
The second aspect of the embodiments of the present invention discloses a product optimization system, which includes:
the system comprises an acquisition module, a processing module and a display module, wherein the acquisition module is used for acquiring the click rate of a function point document corresponding to each financial product and the transaction amount of each financial product, the function point document is stored in a customer service knowledge base system and is used for providing consultation information after experiencing the product for a user, and the click rate of the function point document is the number of times that the user acquires the consultation information in the function point document;
the processing module is used for sorting the click rate of the functional point documents corresponding to the financial products from large to small according to each financial product, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial products;
the calculation module is used for calculating a user experience coefficient by utilizing the total click rate of the function point document and the transaction amount of the financial product aiming at each financial product to obtain the user experience coefficient of the financial product;
the positioning module is used for positioning the financial products to be optimized based on the user experience coefficients of the financial products;
and the optimization module is used for positioning and optimizing the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized.
Optionally, the obtaining module includes:
the determining unit is used for determining each function point document corresponding to each financial product;
and the query unit is used for querying the customer service click rate of each function point document corresponding to each financial product in the customer service knowledge base system aiming at each financial product, and taking the customer service click rate of each function point document as the click rate of the function point document.
Optionally, the calculating module is specifically configured to calculate, for each financial product, a ratio between a total click volume of the function point document and a transaction volume of the financial product, and use the ratio as a user experience coefficient of the financial product.
Optionally, the positioning module includes:
the comparison unit is used for comparing the user experience coefficients of the financial products and sequencing the user experience coefficients from big to small;
and the first positioning unit is used for positioning the financial products to be optimized according to the sequence, and the user experience coefficient is in direct proportion to the severity of the problems of the financial products.
Optionally, the optimization module includes:
the processing unit is used for acquiring a function point document of the financial product to be optimized corresponding to the positioned financial product to be optimized and positioning a user experience problem in the financial product to be optimized;
the determining unit is used for determining the data to be optimized of the financial product to be optimized according to the consulting information recorded in the functional point document of the financial product to be optimized;
and the optimizing unit is used for optimizing the data to be optimized of the financial product to be optimized according to the positioning sequence of the user experience problems in the financial product to be optimized.
Based on the product optimization method and system provided by the embodiment of the invention, the method comprises the following steps: acquiring click quantity of a function point document corresponding to each financial product and transaction quantity of each financial product; for each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product; calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product aiming at each financial product to obtain the user experience coefficient of the financial product; positioning the financial products to be optimized based on the user experience coefficients of the financial products; and positioning the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized, and optimizing. In the scheme, the user experience coefficients of the financial products are calculated by using the total click rate of the functional point documents and the transaction amount of the financial products, the financial products to be optimized are positioned based on the size of the user experience coefficients of the financial products, and the user experience problems in the financial products to be optimized can be determined in which product and functional area, so that decision can be optimized, the priority for optimizing the products can be determined by positioning the user experience problems, the sufficiency of user experience test results is ensured, and the efficiency for finding the product experience problems and optimizing the products is improved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
Fig. 1 is a flowchart of a product optimization method according to an embodiment of the present invention;
FIG. 2 is a flow chart of another product optimization method provided by the embodiment of the invention;
FIG. 3 is a flow chart of another product optimization method according to an embodiment of the present invention;
FIG. 4 is a flowchart of another product optimization method according to an embodiment of the present invention;
fig. 5 is a schematic structural diagram of a product optimization system according to an embodiment of the present invention;
FIG. 6 is a schematic structural diagram of another product optimization system provided in an embodiment of the present invention;
FIG. 7 is a schematic structural diagram of another product optimization system provided in an embodiment of the present invention;
FIG. 8 is a schematic structural diagram of another product optimization system provided in an embodiment of the present invention;
fig. 9 is a schematic diagram illustrating a principle of a method for implementing product optimization by using a four-layer structure according to an embodiment of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
In this application, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
The background technology shows that quantitative measurement cannot be carried out on the product experience problem at present, so that the product optimization is slow, the priority for optimizing the product experience problem cannot be determined, and after the product experience problem is optimized, whether the product experience is improved or not cannot be evaluated quantitatively and systematically.
Therefore, the embodiment of the invention provides a product optimization method and system, which utilize the total click rate of the function point document and the transaction amount of the financial product to calculate the user experience coefficient of the financial product, position the financial product to be optimized based on the size of the user experience coefficient of each financial product, and optimize the user experience problem in the financial product to be optimized, thereby improving the efficiency of finding the product experience problem and optimizing the product.
Referring to fig. 1, a flowchart of a product optimization method provided in an embodiment of the present invention is shown, where the method includes the following steps:
step S101: and acquiring the click rate of the functional point document corresponding to each financial product and the transaction amount of each financial product.
In step S101, the function point document is stored in a customer service knowledge base system, and is used to provide the user with consulting information after experiencing the product. Different function point documents store different pieces of consultation information, for example, there are function point documents storing product information and function point documents storing product operation modes. Specifically, each operation mode may correspond to one function point document.
Alternatively, the same operation of different products may correspond to one function point document.
Optionally, the same operations of different products may also correspond to one function point document respectively.
And the click rate of the function point document is the frequency of acquiring the consultation information in the function point document by the user. It should be noted that, when a user calls to consult related information of a product, for example, consulting product information or product operation information, a customer service may find a corresponding function point document in a customer service knowledge base system according to the consultation of the user and click, and the system records the click operation as the click amount of the function point document.
The transaction amount of each financial product is the number of successful transactions of the financial product.
In the process of implementing step S101 specifically, the click rate of each function point document corresponding to each financial product and the transaction amount corresponding to each financial product are determined.
Step S102: and aiming at each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product.
In the process of implementing step S102 specifically, for each financial product, the click rates of the function point documents corresponding to the financial product are sorted in descending order to obtain the sort of the function point documents of the financial product, and the click rates of the function point documents corresponding to all financial products are added to obtain a specific numerical value, which is the total click rate of the function point documents of the financial product.
In the embodiment of the present invention, the click rate of the documents of the function points corresponding to the financial product may be calculated while the click rate of the documents of the function points corresponding to the financial product is sorted, or the click rate of the documents of the function points corresponding to the financial product may be sorted first and then the click rate of the documents of the function points may be calculated, or the click rate of the documents of the function points may be calculated first and then the click rate of the documents of the function points corresponding to the financial product is sorted.
Step S103: and aiming at each financial product, calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product to obtain the user experience coefficient of the financial product.
In the process of implementing step S103 specifically, for each financial product, the user experience coefficient is calculated according to formula (1) to obtain a specific numerical value, where the specific numerical value is the user experience coefficient of the financial product:
user experience factor (total click rate of function point document/transaction amount of financial product) (1)
For example, for a financial product whose total click volume of the function point document is 200 and whose transaction volume is 500, the user experience coefficient is calculated according to formula (1), that is: 200/500 is 0.4, then 0.4 is the user experience factor of the financial product.
Preferably, for each financial product, a ratio of the total click volume of the function point document to the transaction volume of the financial product is calculated, and the ratio is used as the user experience coefficient of the financial product.
Step S104: and positioning the financial products to be optimized based on the user experience coefficients of the financial products.
In the process of the specific implementation step S104, user experience coefficients corresponding to each financial product are obtained through calculation by formula (1), the obtained user experience coefficients of each financial product are compared, the obtained user experience coefficients are sorted in descending order, the severity of the function point document of the financial product to be optimized corresponding to the user experience coefficients is obtained according to the sorting order, meanwhile, the severity order of the function point document of the financial product to be optimized corresponding to the user experience coefficients is obtained, and then the financial product to be optimized is positioned according to the severity order of the function point document of the financial product to be optimized corresponding to the user experience coefficients.
Step S105: and positioning the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized, and optimizing.
In the process of the specific implementation step S105, according to the positioned financial product to be optimized, a function point document of the financial product to be optimized corresponding to the positioned financial product to be optimized is obtained, a user experience problem in the financial product to be optimized is positioned, data to be optimized of the financial product to be optimized is determined according to consulting information recorded in the function point document of the financial product to be optimized, and the data to be optimized of the financial product to be optimized is optimized according to a positioning sequence of the user experience problem in the financial product to be optimized.
Based on the product optimization method disclosed by the embodiment of the invention, the click rate of the functional point document corresponding to each financial product and the transaction amount of each financial product are obtained; for each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product; calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product aiming at each financial product to obtain the user experience coefficient of the financial product; positioning the financial products to be optimized based on the user experience coefficients of the financial products; and positioning the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized, and optimizing. According to the scheme, the user experience coefficients of the financial products are calculated by using the total click quantity of the function point documents and the transaction quantity of the financial products, the financial products to be optimized are positioned based on the size of the user experience coefficients of the financial products, the user experience problems in the financial products to be optimized can be determined in which product and function area, so that decision can be optimized, the priority for optimizing the products can be determined by positioning the user experience problems, the sufficiency of user experience test results is guaranteed, and the efficiency for finding the product experience problems and optimizing the products is improved.
Referring to fig. 2, a flow chart of another product optimization method provided in the embodiment of the present invention includes the following steps:
step S201: and determining each function point document corresponding to each financial product.
In step S201, the function point document is stored in the customer service knowledge base system, and different pieces of consulting information related to the product and the operation mode of the product are provided according to the different function point documents.
In the process of implementing step S201, each function point document corresponding to each financial product is determined according to different consulting information provided by the function point documents stored in the customer service knowledge base system.
Step S202: and inquiring the customer service click rate of each function point document corresponding to the financial product in a customer service knowledge base system aiming at each financial product, and taking the customer service click rate of each function point document as the click rate of the function point document.
In step S202, the click rate of the service of the function point document is that when the user consults the product related information by incoming call, the service finds and clicks the corresponding function point document in the service knowledge base system according to the consultation of the user, and the system records the click operation, which is the click rate of the service of the function point document.
In the process of implementing step S202 specifically, for each financial product, according to the click operation recorded in the customer service knowledge base system, the click operation is the customer service click volume of the function point document, and the customer service click volume of the function point document is taken as the click volume of the corresponding function point document.
Step S203: and aiming at each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product.
Step S204: and aiming at each financial product, calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product to obtain the user experience coefficient of the financial product.
In the process of specifically implementing step S204, the specific manner of calculating the user experience coefficient is as follows: click volume/transaction volume is the user experience coefficient.
The larger the user experience coefficient is, the more the problems of use or operation of the financial product are, and the poorer the user experience is; the smaller the user experience coefficient is, the less the use or operation problems of the financial product are, and the better the user experience is.
Step S205: and positioning the financial products to be optimized based on the user experience coefficients of the financial products.
Step S206: and positioning the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized, and optimizing.
The execution principle and process of steps S203 to S206 are the same as those of steps S102 to S105 disclosed in fig. 1, and thus reference is made to these steps, which are not repeated herein.
Based on the product optimization method disclosed by the embodiment of the invention, each function point document corresponding to each financial product is determined; inquiring customer service click volume of each function point document corresponding to the financial product in a customer service knowledge base system aiming at each financial product, and taking the customer service click volume of each function point document as the click volume of the function point document; for each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product; calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product aiming at each financial product to obtain the user experience coefficient of the financial product; positioning the financial products to be optimized based on the user experience coefficients of the financial products; and positioning the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized, and optimizing. According to the scheme, the user experience coefficients of the financial products are calculated by using the total click quantity of the function point documents and the transaction quantity of the financial products, the financial products to be optimized are positioned based on the size of the user experience coefficients of the financial products, the user experience problems in the financial products to be optimized can be determined in which product and function area, so that decision can be optimized, the priority for optimizing the products can be determined by positioning the user experience problems, the sufficiency of user experience test results is guaranteed, and the efficiency for finding the product experience problems and optimizing the products is improved.
Referring to fig. 3, a flowchart of another product optimization method provided in an embodiment of the present invention is provided, where the method includes the following steps:
step S301: and acquiring the click rate of the functional point document corresponding to each financial product and the transaction amount of each financial product.
Step S302: and aiming at each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product.
Step S303: and aiming at each financial product, calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product to obtain the user experience coefficient of the financial product.
The execution principle and process of steps S301 to S303 are the same as those of steps S101 to S103 disclosed in fig. 1, and thus reference is made to these steps, which are not repeated herein.
Step S304: and comparing the user experience coefficients of the financial products, and sequencing the user experience coefficients from big to small.
In the specific implementation process of step S304, the user experience coefficients of each financial product are compared, and the user experience coefficients are sorted in descending order.
It should be noted that, the larger the user experience coefficient of the financial product is, the larger the user experience problem of the financial product is.
For example, there are five financial products, financial product 1, financial product 2, financial product 3, financial product 4, and financial product 5, whose user experience coefficients are 0.3, 0.25, 0.4, 0.6, and 0.12, respectively, and comparing the user experience coefficients of the five financial products to obtain 0.6>0.4, 0.4>0.3, 0.3>0.25, and 0.25>0.12, and sorting the obtained results in descending order, specifically: 0.6>0.4>0.3>0.25> 0.12.
Step S305: and positioning the financial products to be optimized according to the sequence.
In step S305, the user experience factor is in direct proportion to the severity of the problem with the financial product.
In the process of implementing step S305 specifically, according to the obtained ranking, a severity order of problems existing in the financial product corresponding to the user experience coefficient may be obtained, so as to determine the financial product to be optimized.
For example, based on the ranking derived in step S304: 0.6>0.4>0.3>0.25>0.12, and the severity sequence of the problems existing in the financial product corresponding to the user experience coefficient is obtained as follows: the severity of the problem with financial product 4 is the first place, the severity of the problem with financial product 3 is the second place, the severity of the problem with financial product 1 is the third place, the severity of the problem with financial product 2 is the fourth place, and the severity of the problem with financial product 5 is the fifth place.
In a specific implementation, the financial products with the severity ranked first or a few first are positioned as the financial products to be optimized according to the ranking.
Step S306: and positioning the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized, and optimizing.
The execution principle and process of step S306 are the same as those of step S105 disclosed in fig. 1, and reference may be made to the execution principle and process, which are not described herein again.
Based on the product optimization method disclosed by the embodiment of the invention, the click rate of the functional point document corresponding to each financial product and the transaction amount of each financial product are obtained; for each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product; calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product aiming at each financial product to obtain the user experience coefficient of the financial product; comparing the user experience coefficients of the financial products, and sequencing the user experience coefficients from big to small; positioning the financial products to be optimized according to the ranking; and positioning the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized, and optimizing. According to the scheme, the user experience coefficients of the financial products are calculated by using the total click quantity of the function point documents and the transaction quantity of the financial products, the financial products to be optimized are positioned based on the size of the user experience coefficients of the financial products, the user experience problems in the financial products to be optimized can be determined in which product and function area, so that decision can be optimized, the priority for optimizing the products can be determined by positioning the user experience problems, the sufficiency of user experience test results is guaranteed, and the efficiency for finding the product experience problems and optimizing the products is improved.
Referring to fig. 4, a flowchart of another product optimization method provided in the embodiment of the present invention is provided, where the method includes the following steps:
step S401: and acquiring the click rate of the functional point document corresponding to each financial product and the transaction amount of each financial product.
Step S402: and aiming at each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product.
Step S403: and aiming at each financial product, calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product to obtain the user experience coefficient of the financial product.
Step S404: and positioning the financial products to be optimized based on the user experience coefficients of the financial products.
The execution principle and process of steps S401 to S404 are the same as those of steps S101 to S104 disclosed in fig. 1, and thus reference is made to these steps, which are not repeated herein.
Step S405: and acquiring a function point document of the financial product to be optimized corresponding to the positioned financial product to be optimized, and positioning the user experience problem in the financial product to be optimized.
In the process of implementing step S405 specifically, according to the located financial product to be optimized, a function point document of the financial product to be optimized corresponding to the located financial product to be optimized is obtained, and a user experience problem in the financial product to be optimized is located.
Step S406: and determining the data to be optimized of the financial product to be optimized according to the consultation information recorded in the functional point document of the financial product to be optimized.
In the process of implementing step S406 specifically, consulting information recorded in the functional point document of the financial product to be optimized is queried to obtain data related to the financial product to be optimized, and the data to be optimized of the financial product to be optimized is determined.
Step S407: and optimizing the data to be optimized of the financial product to be optimized according to the positioning sequence of the user experience problems in the financial product to be optimized.
In the specific implementation process of step S407, optimizing the data to be optimized of the financial product to be optimized according to the located ranking order of the user experience problems in the financial product to be optimized.
Based on the product optimization method disclosed by the embodiment of the invention, the click rate of the functional point document corresponding to each financial product and the transaction amount of each financial product are obtained; for each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product; calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product aiming at each financial product to obtain the user experience coefficient of the financial product; positioning the financial products to be optimized based on the user experience coefficients of the financial products; acquiring a function point document of the financial product to be optimized corresponding to the positioned financial product to be optimized, and positioning a user experience problem in the financial product to be optimized; determining data to be optimized of the financial product to be optimized according to consulting information recorded in the functional point document of the financial product to be optimized; and optimizing the data to be optimized of the financial product to be optimized according to the positioning sequence of the user experience problems in the financial product to be optimized. According to the scheme, the user experience coefficients of the financial products are calculated by using the total click quantity of the function point documents and the transaction quantity of the financial products, the financial products to be optimized are positioned based on the size of the user experience coefficients of the financial products, the user experience problems in the financial products to be optimized can be determined in which product and function area, so that decision can be optimized, the priority for optimizing the products can be determined by positioning the user experience problems, the sufficiency of user experience test results is guaranteed, and the efficiency for finding the product experience problems and optimizing the products is improved.
Based on the product optimization method provided by the embodiment of the invention, the embodiment of the invention also provides a corresponding product optimization system.
Referring to fig. 5, a schematic structural diagram of a product optimization system provided in an embodiment of the present invention is shown, where the product optimization system includes: an acquisition module 51, a processing module 52, a calculation module 53, a positioning module 54 and an optimization module 55.
The obtaining module 51 is configured to obtain a click rate of a function point document corresponding to each financial product and a transaction amount of each financial product, where the function point document is stored in a customer service knowledge base system and is used to provide a user with consulting information after experiencing the product, and the click rate of the function point document is a number of times that the user obtains the consulting information in the function point document.
The processing module 52 is configured to sort, for each financial product, the click rate of the functional point document corresponding to the financial product from large to small, calculate the click rate of all functional point documents, and determine the sort and the total click rate of the functional point documents of the financial product.
And the calculating module 53 is configured to calculate, for each financial product, a user experience coefficient by using the total click rate of the function point document and the transaction amount of the financial product, so as to obtain the user experience coefficient of the financial product.
In a specific implementation, the calculating module 53 is specifically configured to: and calculating the ratio of the total click quantity of the function point document to the transaction quantity of the financial product for each financial product, and taking the ratio as the user experience coefficient of the financial product.
And the positioning module 54 is used for positioning the financial products to be optimized based on the user experience coefficients of the financial products.
And the optimizing module 55 is configured to locate and optimize the user experience problem in the financial product to be optimized according to the ranking of the function point documents of the financial product to be optimized.
Based on the product optimization system disclosed by the embodiment of the invention, the click rate of the functional point document corresponding to each financial product and the transaction amount of each financial product are obtained; for each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product; calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product aiming at each financial product to obtain the user experience coefficient of the financial product; positioning the financial products to be optimized based on the user experience coefficients of the financial products; and positioning the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized, and optimizing. According to the scheme, the user experience coefficients of the financial products are calculated by using the total click quantity of the function point documents and the transaction quantity of the financial products, the financial products to be optimized are positioned based on the size of the user experience coefficients of the financial products, the user experience problems in the financial products to be optimized can be determined in which product and function area, so that decision can be optimized, the priority for optimizing the products can be determined by positioning the user experience problems, the sufficiency of user experience test results is guaranteed, and the efficiency for finding the product experience problems and optimizing the products is improved.
With reference to fig. 5, as shown in fig. 6, a schematic structural diagram of another product optimization system provided in the embodiment of the present invention is shown, wherein the obtaining module 51 includes: a determination unit 511 and a query unit 512.
The determining unit 511 is configured to determine the respective function point documents corresponding to each financial product.
The query unit 512 is configured to query, for each financial product, a customer service click rate of each function point document corresponding to the financial product in the customer service knowledge base system, and use the customer service click rate of each function point document as a click rate of the function point document.
Based on the product optimization system disclosed by the embodiment of the invention, the user experience coefficients of the financial products are calculated by using the total click quantity of the functional point documents and the transaction quantity of the financial products, the financial products to be optimized are positioned based on the size of the user experience coefficient of each financial product, and the user experience problems in the financial products to be optimized can be determined in which product and functional area, so that the decision can be optimized, the priority for optimizing the products can be determined by positioning the user experience problems, the sufficiency of the user experience test results is ensured, and the efficiency for finding the product experience problems and optimizing the products is improved.
Referring to fig. 5, as shown in fig. 7, a schematic structural diagram of another product optimization system provided by the embodiment of the present invention is shown, wherein the positioning module 54 includes: a comparison unit 541 and a first positioning unit 542.
A comparing unit 541, configured to compare the user experience coefficients of the financial products, and sort the user experience coefficients in order from large to small.
And the first positioning unit 542 is configured to position the financial product to be optimized according to the ranking, wherein the user experience coefficient is in direct proportion to the severity of the problem of the financial product to be optimized.
Based on the product optimization system disclosed by the embodiment of the invention, the user experience coefficients of the financial products are calculated by using the total click quantity of the functional point documents and the transaction quantity of the financial products, the financial products to be optimized are positioned based on the size of the user experience coefficient of each financial product, and the user experience problems in the financial products to be optimized can be determined in which product and functional area, so that the decision can be optimized, the priority for optimizing the products can be determined by positioning the user experience problems, the sufficiency of the user experience test results is ensured, and the efficiency for finding the product experience problems and optimizing the products is improved.
With reference to fig. 5, as shown in fig. 8, a schematic structural diagram of another product optimization system provided in the embodiment of the present invention is shown, wherein the optimization module 55 includes: a processing unit 551, a determination unit 552 and an optimization unit 553.
The processing unit 551 is configured to obtain a function point document of the financial product to be optimized corresponding to the positioned financial product to be optimized, and position a user experience problem in the financial product to be optimized.
A determining unit 552, configured to determine the data to be optimized of the financial product to be optimized according to the consulting information recorded in the functional point document of the financial product to be optimized.
An optimizing unit 553, configured to optimize the data to be optimized of the financial product to be optimized according to a positioning order of the user experience problem in the financial product to be optimized.
Based on the product optimization system disclosed by the embodiment of the invention, the user experience coefficients of the financial products are calculated by using the total click quantity of the functional point documents and the transaction quantity of the financial products, the financial products to be optimized are positioned based on the size of the user experience coefficient of each financial product, and the user experience problems in the financial products to be optimized can be determined in which product and functional area, so that the decision can be optimized, the priority for optimizing the products can be determined by positioning the user experience problems, the sufficiency of the user experience test results is ensured, and the efficiency for finding the product experience problems and optimizing the products is improved.
The specific working processes of each module and unit in the product optimization system disclosed in the above embodiment of the present invention can refer to the corresponding contents in the product optimization method disclosed in the above embodiment of the present invention, and are not described herein again.
Based on the product optimization method and system disclosed in the embodiment of the present invention, as shown in fig. 9, the embodiment of the present invention may also adopt a four-layer structure to show the implementation principle of the product optimization method and system disclosed in the embodiment of the present invention.
In fig. 9, the first layer indicates the click volume of the function point document, the click volumes of the function point document 1 and the function point document 2 are shown in fig. 9 for the financial product 1, and the click volumes of the function point document 1 and the function point document 2 are shown for the financial product 2.
The second layer is a financial product layer and is used for returning the click rate of the functional point documents of the first layer and adding the click rates of the functional point documents returned to the same financial product to form the hot spot click rate of the financial product; and meanwhile, counting the transaction amount of the same financial product. The hot spot click volume and the transaction volume for financial product 1, and the hot spot click volume and the transaction volume for financial product 2 are shown in FIG. 9.
And the third layer is used for calculating the user experience coefficient of the product based on the hotspot click rate and the transaction amount of the same financial product counted by the second layer. The user experience coefficients of each of financial product 1 and financial product 2 are shown in FIG. 9.
And the fourth layer is used for displaying the user experience problem ranking of the financial products by comparing the user experience coefficients of the financial products.
Based on the four-layer structure disclosed by the embodiment of the invention, the user experience coefficients of the financial products are calculated by using the total click quantity of the functional point documents and the transaction quantity of the financial products, the financial products to be optimized are positioned based on the size of the user experience coefficient of each financial product, and the user experience problem in the financial products to be optimized can be determined in which product and functional area, so that the decision can be optimized.
The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, the system or system embodiments are substantially similar to the method embodiments and therefore are described in a relatively simple manner, and reference may be made to some of the descriptions of the method embodiments for related points. The above-described system and system embodiments are only illustrative, wherein the units described as separate parts may or may not be physically separate, and the parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Those of skill would further appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware, computer software, or combinations of both, and that the various illustrative components and steps have been described above generally in terms of their functionality in order to clearly illustrate this interchangeability of hardware and software. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present invention.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present invention. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the invention. Thus, the present invention is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (10)
1. A method of product optimization, the method comprising:
acquiring the click rate of a function point document corresponding to each financial product and the transaction amount of each financial product, wherein the function point document is stored in a customer service knowledge base system and is used for providing consultation information after experiencing the product for a user, and the click rate of the function point document is the number of times that the user acquires the consultation information in the function point document;
for each financial product, sorting the click rate of the functional point documents corresponding to the financial product from large to small, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial product;
calculating a user experience coefficient by using the total click quantity of the function point document and the transaction quantity of the financial product aiming at each financial product to obtain the user experience coefficient of the financial product;
positioning the financial products to be optimized based on the user experience coefficients of the financial products;
and positioning the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized, and optimizing.
2. The method of claim 1, wherein the obtaining of the click rate of the function point document corresponding to each financial product comprises:
determining each function point document corresponding to each financial product;
and inquiring the customer service click rate of each function point document corresponding to the financial product in a customer service knowledge base system aiming at each financial product, and taking the customer service click rate of each function point document as the click rate of the function point document.
3. The method of claim 1, wherein the calculating a user experience coefficient using the total click rate of the function point document and the transaction amount of the financial product for each financial product to obtain the user experience coefficient of the financial product comprises:
and calculating the ratio of the total click quantity of the function point document to the transaction quantity of the financial product for each financial product, and taking the ratio as the user experience coefficient of the financial product.
4. The method of claim 1, wherein locating the financial product to be optimized based on the magnitude of the user experience factor of the respective financial product comprises:
comparing the user experience coefficients of the financial products, and sequencing the user experience coefficients from big to small;
and positioning the financial products to be optimized according to the sequence, wherein the user experience coefficient is in direct proportion to the severity of the problems of the financial products.
5. The method of claim 1, wherein locating and optimizing the user experience problem in the financial product to be optimized according to the ranking of the function point documents of the financial product to be optimized comprises:
acquiring a function point document of the financial product to be optimized corresponding to the positioned financial product to be optimized, and positioning a user experience problem in the financial product to be optimized;
determining data to be optimized of the financial product to be optimized according to consulting information recorded in the functional point document of the financial product to be optimized;
and optimizing the data to be optimized of the financial product to be optimized according to the positioning sequence of the user experience problems in the financial product to be optimized.
6. A product optimization system, the system comprising:
the system comprises an acquisition module, a processing module and a display module, wherein the acquisition module is used for acquiring the click rate of a function point document corresponding to each financial product and the transaction amount of each financial product, the function point document is stored in a customer service knowledge base system and is used for providing consultation information after experiencing the product for a user, and the click rate of the function point document is the number of times that the user acquires the consultation information in the function point document;
the processing module is used for sorting the click rate of the functional point documents corresponding to the financial products from large to small according to each financial product, calculating the click rate of all the functional point documents, and determining the sorting and the total click rate of the functional point documents of the financial products;
the calculation module is used for calculating a user experience coefficient by utilizing the total click rate of the function point document and the transaction amount of the financial product aiming at each financial product to obtain the user experience coefficient of the financial product;
the positioning module is used for positioning the financial products to be optimized based on the user experience coefficients of the financial products;
and the optimization module is used for positioning and optimizing the user experience problem in the financial product to be optimized according to the sequencing of the function point documents of the financial product to be optimized.
7. The system of claim 6, wherein the acquisition module comprises:
the determining unit is used for determining each function point document corresponding to each financial product;
and the query unit is used for querying the customer service click rate of each function point document corresponding to each financial product in the customer service knowledge base system aiming at each financial product, and taking the customer service click rate of each function point document as the click rate of the function point document.
8. The system according to claim 6, wherein the calculating module is specifically configured to calculate, for each of the financial products, a ratio between a total click volume of the function point document and a transaction volume of the financial product, and use the ratio as a user experience coefficient of the financial product.
9. The system of claim 6, wherein the positioning module comprises:
the comparison unit is used for comparing the user experience coefficients of the financial products and sequencing the user experience coefficients from big to small;
and the first positioning unit is used for positioning the financial products to be optimized according to the sequence, and the user experience coefficient is in direct proportion to the severity of the problems of the financial products.
10. The system of claim 6, wherein the optimization module comprises:
the processing unit is used for acquiring a function point document of the financial product to be optimized corresponding to the positioned financial product to be optimized and positioning a user experience problem in the financial product to be optimized;
the determining unit is used for determining the data to be optimized of the financial product to be optimized according to the consulting information recorded in the functional point document of the financial product to be optimized;
and the optimizing unit is used for optimizing the data to be optimized of the financial product to be optimized according to the positioning sequence of the user experience problems in the financial product to be optimized.
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