One of the benefits of working at Tencent is that you basically don’t have to squeeze into buses or subways to go to work every day. The company has hundreds of bus lines to take you to and from get off work, which is really the envy of other people’s transportation services.
But just like everyone complains about the traffic in their city, Tencent's shuttle service is not immune to it. The larger the system, the more blurry the parts. Naturally, some details are difficult to explain in a short time. Take into account the time and achieve perfection.
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Let me tell you a story first. It is said that there is a buddy Chen Ergou who takes the company shuttle bus to work every day. There is only one bus every day, at 8:00 sharp.
Seeing that hot summer has arrived, Chen Ergou thought about going there early, finding a good seat, and quietly being a handsome man studying, hiahiahia~
But he never expected that , the shuttle bus hasn’t come yet. In this hot summer, there is no shade at all when waiting for the shuttle bus, so we can only wait with the scorching sun above our heads, ok~wait~
But it’s a bit awkward to wait. I mean, it’s not raining yet, but the driver seems a little incompetent. I saw the driver of the Didi bus next to me had already moved the bus, and I felt anxious. It’s over, I’m going to be late again, and I’m not. Breakfast has been eaten, and we are about to be crowded again~biubiubiu~I want to commit suicide by seppuku~
There is a long queue on the roadside, and everyone is sunburned and depressed. , battered and crackling.
Finally! 7:55 The driver finally arrived.
But the climax came when the driver parked the car with the door facing the middle of the queue, neither at the head nor at the end of the queue.
"I'm going~ I'm going to strangle~ my Feng Shui throne~ my window~ the beautiful man reading quietly~" Chen Ergou was shattered deep in his heart, "Again! I don't feel like I'll ever be the same again. No more love. "Since then, the world has lost an innocent and kind-hearted girl.
The inner monologue of the young man in the middle of the team at this time was: "Hey, isn't this a coincidence? Isn't it a coincidence? Isn't this a coincidence? Isn't it! hiahiahia~".
2
Now that the story is over, this is a fictional true story. Let’s talk about the impact on Chen Ergou as a user.
Obviously, Chen Ergou’s ride experience is not good. This bad feeling has many aspects:
1) Being exposed to the sun, waiting for the shuttle bus There is no way to shade the sun;
2) The shuttle comes late and the waiting time is long;
3) I don’t get the ideal seat. The early bird may not have food, and it is not as good as coming early. The station is clever;
3
In fact, this situation is not accidental, especially for some routes that are often late. So let’s analyze why there are these dissatisfactions. Could it be that classmate Chen Ergou is a child with a small belly, full of complaints, and no sense of satisfaction, with a lot of negative energy? of course not.
In fact, the generation of any kind of emotion cannot be controlled by reason. Emotions are human beings’ biological feedback mechanism to the external world. Rational people can control emotions from going out of control, but they cannot control the generation of emotions. When chemistry When the ingredient is generated, it doesn't just disappear if you say, "How dare you! Get out of here!"
If there is such a sentiment, let us analyze it from the perspective of human nature. Why does Chen Ergou have so much dissatisfaction?
1) Being exposed to the sun is a biological instinct. Needless to say, no one will be happy if they are exposed to the sun all the time. As a product (the shuttle system strictly speaking should be carefully built by the company’s administrative department product), but it did not meet the basic biological instinct needs of Chen Ergou as an ordinary user, Ergou felt miserable;
2) Excessive waiting, human nature does not like to wait , so making a person wait is actually asking him to do something against human nature, so making appointments and doing things according to the agreed time is so important in the human race. Moreover, during the waiting process, Father Sun is constantly caressing him. Chen Ergou should I have been teased so much that I can’t stand it anymore;
3) From the outside, Chen Ergou didn’t get the ideal seat. He wanted to be a handsome man reading quietly in some specific positions. I heard something outside the window, so I came early for this, but the end result is that after waiting for a long time in the heat, there is still no harvest. This experience is consistent with what we have always believed in: "hard work will pay off", "hurry up early, not late" and "get up early "Every bird has food to eat" is contradictory, and imbalance is the key factor that contributes to the overall bad ride experience.
Such products make Ergou feel uncomfortable physically and mentally, and naturally he has a lot of dissatisfaction.
4
The key to solving a complex problem lies in whether you can grasp the main contradiction, that is, the key point. Usually, the unblocking of one or several key points can directly bring about the entire disadvantage. improvement of the situation. As for the current bad experience of shuttle bus, we can also find the key point, which is time.
I have taken company shuttle buses at many shuttle bus stops, and I often see Didi Bus and Dida Bus nearby, but usually company shuttle buses arrive late (not an accidental phenomenon) , in fact, coming early is something that can be done, not an impossible event. Of course, it is understandable to come late under special circumstances such as rainy days.
Why is a driver late? Whether he comes early or late does not have much impact on him. He has reported some situations to the shuttle bus interface person, but it has no effect. The feedback he received is that we cannot solve this problem for the time being. As a user, we cannot change the service quality of the shuttle bus driver. We are too far away from the shuttle bus driver. How long is this distance? An ideal state is:
User—gt; company shuttle bus interface person—gt; Interface person of Zhongnan Service Bus Company - gt; shuttle bus master
This also excludes the factors of docking between the interface people of the company and the interface people of Zhongnan Service Bus Company. Some people may still ask why it is so complicated. Wouldn't it be enough to provide direct feedback from users and shuttle bus operators? Hehe, this is a good idea, but "I say it's okay, but I just don't listen to you." What if we can achieve this kind of guarantee?
As a service provider, perhaps what we should consider more is how to ensure the feasibility of the system, rather than relying entirely on self-discipline. According to the principle of entropy increase, everyone tends to be more individualized and more messy. The key to ensuring that the entire social collaboration system does not become chaotic is to regulate it from an institutional perspective. For example, as far as human society is concerned, the reason why laws are indispensable is Thus, moral education alone cannot guarantee that all people will not commit crimes.
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So how do we ensure that users can experience the best ride experience from a institutional perspective? In fact, this problem can be broken down into two parts. One is before taking the bus, and the other is during the ride. We will not consider after taking the bus for the moment. After getting off the bus, it has little to do with the shuttle service.
Next, we find the core factors that determine user experience in these two parts and propose corresponding questions and solutions.
Before taking a ride, we will break it down according to the steps. The links that users may be involved in include:
1) On the way to the ride location;
Question : The distance is too far and it takes a long time to arrive;
Solution: When choosing a location, you can first determine the approximate scope of action, that is, the shuttle service scope of this ride location is roughly which neighborhoods around it, etc., about There is indeed no guarantee that the distance is too far. After all, this is to choose a place as close as possible to where the most people live to arrange the shuttle bus stop, but it is a must-have attitude to be as thoughtful as possible;
2) Arrive at the boarding location and wait for the shuttle bus to arrive
Problem: The location is too remote, exposed to direct sunlight, prone to water accumulation, etc. The process of waiting for the shuttle bus to arrive is what makes the user experience poor. Complaint factor, the shuttle bus often arrives late is a harm to users, and if the user does not have a good way to shelter from wind, rain and sun while waiting, the experience will be even worse;
Solution: First try as much as possible Ensure that the shuttle bus driver arrives early. This involves the issue of "how to ensure that the shuttle bus driver arrives on time and early." That is another issue and will not be discussed here. Then, we will conduct an on-site inspection to select the most suitable location for taking the bus. This location Try to avoid some key issues;
3) The process of shuttle bus arrival and boarding
Problems: There is water at the boarding location, it stops in the middle of the queue, etc. ;
Solution: The parking location of the shuttle bus should be ensured to be at the very beginning of the queue, and there should be no obstacles such as water accumulation in this place that would make it difficult to get on the bus. The principle is to ensure that users can have the safest, most secure, and most convenient way. Get on the bus.
When riding in a car, the real ride experience is very important. This process directly determines the HIGH point of users using the shuttle bus product. Here we can find some factors directly related to experience satisfaction. :
1) Seat comfort level
Problem: The seat cannot move forward and backward, the seat is too dirty, etc.;
Solution: Check the seat regularly, Carry out necessary cleaning, repair and maintenance work;
2) In-car environment
Problem: there is garbage, weird smell, noise, etc.;
Solution: Make sure the car is in good sanitary condition and the environment is suitable for riding, especially do not play radio sounds. Many people want to rest during the ride in the morning. The noisy environment makes it difficult to sleep;
3) Experience while driving;
Problem: Wrong route, bumpy and dangerous driving, etc.;
Solution: Generally, experienced drivers will not go wrong, novices or new routes You may make one or two wrong detours, but this is forgivable. You must drive steadily and ensure safety first. This should be the basic driving quality of the driver.
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In fact, we have said so much about improving service from a personal perspective. So what if we consider ensuring service quality from a company's perspective?
For Zhongnan Service Bus (Tencent Shuttle Service Contractor), can a service rating system be established? Users can rate the corresponding driver in a convenient way such as WeChat official account and rate the salary of such a driver. The level is linked to the quality of one's own service. If one person's self-discipline alone is relied upon to ensure service quality, this will return to the era of collective labor eating from a big pot. Obviously, we don’t want to say that human nature is evil, but laziness is human nature. Only by understanding this can we better understand what we say and practice it.
For us at Tencent, can we consider building some sunshades/awnings at the shuttle bus locations? This cost should be acceptable. Is this shuttle service directly linked to the assessment of the administrative staff responsible for this business? Are there clear assessment standards? Are these assessment criteria related to positive and negative feedback from users? If the administrative personnel's own assessment is related to these, then there will naturally be more solutions, and the response to user feedback will naturally be more timely.
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Tencent is based in the industry with its products. It constantly discovers and creates, improves and perfects, and carefully polishes its products. Only then can it remain evergreen and regard the shuttle service as a If you build a product, I believe it can be made better.
Yes, I believe it.
Better and better.