User experience in the era of O2O - Service design revolution of the online education

Abstract

With the high-speed development of China Internet and great impact of advanced worldwide design minds, Baidu’s UED Department design work has developed from traditional interface design to product innovation design based on qualitative research. At the same time, we are carrying out experience measure strategy which is more efficient and more quantitative. To better explain the core concept “experience measure strategy”, an application example is described in detail. “Service design” is mentioned and supported to be the key of future user experience in the time of O2O. Two interesting experiences are shared to back up a view that Service design is not only to design a specific “service”, from a higher point of view, it should be a systematic product design, including brand, users, products and service, all these connections makes up into a new pattern of optimizing service value.