A method and device for improving government service experience without user feedback

Abstract

The present invention provides a method and device for improving government service experience without user feedback, the method comprising: performing point-of-sale configuration in a government service system to obtain user behavior data; integrating user behavior data with back-end access data to determine a data set; establishing a government service experience measurement model based on behavior dimension measurement indicators and result dimension measurement indicators; determining a user experience model based on the data set and the government service experience measurement model; determining a government system operation optimization strategy based on the government service experience measurement model and the user experience model. The present invention does not require user feedback, and makes data collection more flexible and detailed through point-of-sale, and provides real and objective feedback on user government service experience through user behavior and service results. While users are using services, required information is collected as support for subsequent analysis, so that the government system can be updated and iterated in a timely manner, providing users with more standardized and normalized services, and improving user recognition.

Description

Technical Field

[0001] The present invention relates to the field of computer data processing technology, and in particular to a method and device for improving government service experience without user feedback. Background Art

[0002] This section is intended to provide a background or context to embodiments of the invention that are recited in the claims. No description herein is admitted to be prior art by inclusion in this section.

[0003] With the promotion of Internet + government services across the country, the traditional service satisfaction scoring model has difficulties in data collection.

[0004] Traditional service experience methods include satisfaction rating, user rating, questionnaires, etc. After users use the service, they are uniformly given a rating or good or bad review system. Usually, the answer selection is a continuous space from 0 to 10 points (or 0 stars to 5 stars). Based on the user's selection results, the system considers 9-10 points as very satisfied or recommended, 7-8 points as relatively satisfied, 5-6 points as neutral, and 0-5 points as dissatisfied or derogatory. The service provider conducts an overall assessment and management of service satisfaction through the scores or star ratings of the collected user feedback.

[0005] Traditional service experience also has problems such as weak user feedback willingness, user default praise, operator deletion of evaluation, data distortion, etc. In addition, government services are very different from traditional Internet services in terms of operation mode and service experience measurement. For example, users have a certain demand for government services (that is, there is no problem of attracting new users), and users do not pay for government systems (that is, there is no need to calculate the value conversion rate). If the traditional service satisfaction scoring model is used for measurement, there will be problems such as unclear indicator description and inaccurate measurement, making it difficult to achieve the desired effect of the model.

[0006] Due to different rating habits of users, the same satisfaction may result in scoring deviations, which shows that using ratings to measure service experience is rigid and harsh. Service experience is a subjective feeling. From a conceptual point of view, it is difficult to measure it through perceptual indicators such as attitude towards the service and willingness to recommend. At the same time, it is difficult to conduct a comprehensive evaluation of the service with a single score. If there are too many questions or the questionnaire is too complicated, there are potential problems such as low feedback efficiency and low questionnaire return rate. Government services are different from traditional Internet services. For example, there is no problem of attracting new users, and users have an inevitable demand for government services. Therefore, it may not be appropriate to use traditional methods to evaluate government services. In the government service scenario, improving the efficiency of handling matters and service experience is the primary goal of Internet + government services.

[0007] Therefore, how to provide a new solution that can solve the above technical problems is a technical problem that needs to be solved urgently in this field. Summary of the invention

[0008] The embodiment of the present invention provides a method for improving the government service experience without user feedback. The present invention does not require user feedback, makes data collection more flexible and detailed through embedding points, and truly and objectively feedbacks the user's government service experience through user behavior and service results. When the user uses the service, the required information is collected as support for subsequent analysis. The user experience is good, so that the government system can be updated and iterated in time, and more standardized and normalized services are provided to users, thereby improving user recognition. The method includes:

[0009] Configure tracking points in the government service system to obtain user behavior data;

[0010] Integrate user behavior data with backend access data to determine the data set;

[0011] Establish a government service experience measurement model based on the behavior dimension measurement indicators and the result dimension measurement indicators;

[0012] Determine the user experience model based on the data set and government service experience measurement model;

[0013] Determine the government service system operation optimization strategy based on the government service experience measurement model and user experience model.

[0014] The embodiment of the present invention also provides a device for improving government service experience without user feedback, including:

[0015] User behavior data acquisition module, used to configure tracking points in the government service system and obtain user behavior data;

[0016] A data set determination module is used to integrate user behavior data with backend access data to determine the data set;

[0017] A government service experience measurement model establishment module is used to establish a government service experience measurement model based on behavior dimension measurement indicators and result dimension measurement indicators;

[0018] A user experience model determination module, used to determine a user experience model based on a data set and a government service experience measurement model;

[0019] The government affairs system operation optimization strategy determination module is used to determine the government affairs system operation optimization strategy based on the government affairs service experience measurement model and user experience model.

[0020] An embodiment of the present invention also provides a computer device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the above-mentioned method for improving government service experience without user feedback when executing the computer program.

[0021] An embodiment of the present invention also provides a computer-readable storage medium, which stores a computer program for executing the above-mentioned method for improving government service experience without user feedback.

[0022] The embodiment of the present invention provides a method and device for improving the experience of government service without user feedback, including: firstly, performing point-of-sale configuration in the government service system to obtain user behavior data; then integrating the user behavior data with the back-end access data to determine the data set; then establishing a government service experience measurement model according to the behavior dimension measurement index and the result dimension measurement index; continuing to determine the user experience model according to the data set and the government service experience measurement model; finally, determining the government system operation optimization strategy according to the government service experience measurement model and the user experience model. The present invention does not require user feedback, and can be independent of user subjective ratings, user daily activity and monthly activity indicators. In the process of service experience collection and analysis, there is no system for actively interacting with users and passively accepting feedback, and no additional user communication costs are caused. By using point-of-sale, data collection is made more flexible and detailed, and the user behavior and service results are used to truly and objectively feedback the user's government service experience. While the user uses the service, the required information is collected as support for subsequent analysis. The user experience is good, so that the government system can be updated and iterated in time, and more standardized and normalized services are provided to users, thereby improving user recognition. The present invention provides a more quantitative and accurate user service experience, and is suitable for in-depth analysis of government service experience, eliminating various problems such as data collection difficulties, users’ unwillingness to provide feedback, users’ default favorable comments, operators’ deletion of comments, false data, and untrue data. Under increasingly fierce competition, effective and real original user behavior data is collected, and through the user’s behavior and results in the government service process, the user’s service experience status can be quantitatively analyzed through big data analysis, and the user’s mentality and emotions can be understood, thereby providing high-quality materials for big data analysis of service experience status and subsequent service optimization and improvement. BRIEF DESCRIPTION OF THE DRAWINGS

[0023] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the prior art descriptions. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without creative work. In the drawings:

[0024] Figure 1 A schematic diagram of a method for improving government service experience without user feedback according to an embodiment of the present invention.

[0025] Figure 2 The present invention is a flowchart of a method for improving government service experience without user feedback according to an embodiment of the present invention.

[0026] Figure 3 A schematic diagram of the configuration of a tracking point for a method for improving government service experience without user feedback according to an embodiment of the present invention.

[0027] Figure 4 A data integration diagram of a method for improving government service experience without user feedback according to an embodiment of the present invention.

[0028] Figure 5 A schematic diagram of user experience elements of a method for improving government service experience without user feedback in an embodiment of the present invention.

[0029] Figure 6 A schematic diagram of a computer device for running a method for improving government service experience without user feedback implemented in the present invention.

[0030] Figure 7 A schematic diagram of a device for improving government service experience without user feedback according to an embodiment of the present invention. DETAILED DESCRIPTION

[0031] To make the purpose, technical solution and advantages of the embodiments of the present invention more clear, the embodiments of the present invention are further described in detail below in conjunction with the accompanying drawings. Here, the exemplary embodiments of the present invention and their descriptions are used to explain the present invention, but are not intended to limit the present invention.

[0032] Figure 1 FIG. 1 is a schematic diagram of a method for improving government service experience without user feedback according to an embodiment of the present invention. Figure 1 As shown, the embodiment of the present invention provides a method for improving the government service experience without user feedback. The present invention does not require user feedback, makes data collection more flexible and detailed through embedding points, and truly and objectively feedbacks the user's government service experience through user behavior and service results. When the user uses the service, the required information is collected as support for subsequent analysis. The user experience is good, so that the government system can be updated and iterated in time, and more standardized and normalized services are provided to users, thereby improving user recognition. The method includes:

[0033] Step 101: Perform tracking configuration in the government service system to obtain user behavior data;

[0034] Step 102: Integrate the user behavior data with the backend access data to determine the data set;

[0035] Step 103: Establish a government service experience measurement model based on the behavior dimension measurement indicators and the result dimension measurement indicators;

[0036] Step 104: Determine a user experience model based on the data set and the government service experience measurement model;

[0037] Step 105: Determine the government service system operation optimization strategy based on the government service experience measurement model and the user experience model.

[0038] The embodiment of the present invention provides a method for improving the experience of government service without user feedback, including: firstly, performing point-of-sale configuration in the government service system to obtain user behavior data; then integrating the user behavior data with the back-end access data to determine the data set; then establishing a government service experience measurement model according to the behavior dimension measurement index and the result dimension measurement index; continuing to determine the user experience model according to the data set and the government service experience measurement model; finally, determining the government system operation optimization strategy according to the government service experience measurement model and the user experience model. The present invention does not require user feedback, and can be independent of user subjective ratings, user daily activity and monthly activity and other indicators. In the process of service experience collection and analysis, there is no system for actively interacting with users and passively accepting feedback, and no additional user communication costs are caused. By using point-of-sale, data collection is made more flexible and detailed, and the user behavior and service results are used to truly and objectively feedback the user's government service experience. While the user uses the service, the required information is collected as support for subsequent analysis. The user experience is good, so that the government system can be updated and iterated in time, and more standardized and normalized services are provided to users, and user recognition is improved. The present invention provides a more quantitative and accurate user service experience, and is suitable for in-depth analysis of government service experience, eliminating various problems such as data collection difficulties, users’ unwillingness to provide feedback, users’ default favorable comments, operators’ deletion of comments, false data, and untrue data. Under increasingly fierce competition, effective and real original user behavior data is collected, and through the user’s behavior and results in the government service process, the user’s service experience status can be quantitatively analyzed through big data analysis, and the user’s mentality and emotions can be understood, thereby providing high-quality materials for big data analysis of service experience status and subsequent service optimization and improvement.

[0039] In the government service scenario, improving the efficiency of handling affairs and service experience is the primary goal of Internet + government service. The embodiment of the present invention provides a method for improving the government service experience without user feedback, which accurately describes and measures the service quality of the government system from multiple dimensions, so that the government system can be updated and iterated in time, providing users with more standardized and normalized services, and improving user recognition.

[0040] Figure 2Flow chart of a method for improving government service experience without user feedback according to an embodiment of the present invention. Figure 2 As shown, a method for improving government service experience without user feedback provided by a specific embodiment of the present invention may include: performing tracking configuration in a government service system to obtain user behavior data; integrating user behavior data with back-end access data to determine a data set; establishing a government service experience measurement model based on behavior dimension measurement indicators and result dimension measurement indicators; determining a user experience model based on the data set and the government service experience measurement model; and determining a government system operation optimization strategy based on the government service experience measurement model and the user experience model.

[0041] The process of a method for improving government service experience without user feedback applying an embodiment of the present invention mainly includes: collecting user government service information, designing a government service experience depth measurement model, model-based user experience analysis, and optimizing operation strategies based on analysis results.

[0042] Figure 3 FIG. 1 is a schematic diagram of a configuration of a tracking point of a method for improving government service experience without user feedback according to an embodiment of the present invention. Figure 3 As shown, a method for improving government service experience without user feedback is provided in a specific embodiment of the present invention. In one embodiment, the aforementioned configuration of embedding points in the government service system to obtain user behavior data includes:

[0043] The tracking points are configured on the front-end and back-end interfaces of the government service system respectively, and the user behaviors that need to be transmitted back on the pages of the government service system are collected according to three classification methods: time, event attributes, and user attributes;

[0044] The collected user behaviors are recorded in the form of log files and processed into user behavior data through the back-end.

[0045] Specifically, in a method for improving government service experience without user feedback provided by an embodiment of the present invention, in one embodiment, the aforementioned tracking point configuration includes:

[0046] Configure function button tracking to obtain user needs for each issue section;

[0047] Configure active behavior tracking points to obtain user usage behaviors;

[0048] Configure the main page tracking points to obtain the user's browsing status on each page.

[0049] In the embodiment, tracking points are the basis of data collection. From the perspective of data, the actual effect of the government service system, the actual behavior of users and subsequent improvement measures are studied to provide data support for problem tracking and positioning. According to business needs, tracking points are configured on the front-end and back-end interfaces of the government service system for subsequent data collection. User behaviors that need to be transmitted back on the collection page, such as continue, rollback and reuse, are collected and recorded in a standardized manner in the form of behavior log files. A complete set of tracking points and data collection solutions has two directions: time and user, and consists of three parts: time, event attributes and user attributes. An event refers to a user-triggered behavior, such as a button click event; an event attribute refers to some information when an event occurs, such as the location where the event occurs; an event attribute value refers to the value of an event attribute, such as the location where the event occurs, and the value is Beijing. For example Figure 3 As shown in the figure, the entire data tracking and collection process is mainly divided into three stages. Step one is the tracking stage (create script element), step two is the data collection stage (collect client data), and step three is the backend processing stage (backend&log).

[0050] The technical difficulties of tracking data include the big front-end, back-end application system and server system. In order to ensure the real-time and completeness of user behavior data collection, obtain the review of the current service experience, provide data support for subsequent versions to meet their iteration needs, and drive service providers to make correct decisions, the model adopts a variety of tracking technologies, including using the configuration of function button tracking to understand the user's needs for each item section (such as the user's click on the item tab), using the configuration of active behavior tracking to understand the user's usage behavior (such as sharing on the APP and PC), using the configuration of main page tracking to understand the user's browsing situation on each page (such as access and exit on a certain page), etc. The transmission timeliness and reliability of the front-end tracking solution are solved through back-end deployment and data collection.

[0051] The front-end SDK tracking method can also be replaced by the back-end tracking method, that is, to perform statistical analysis based on web logs, that is, to collect user behaviors of all interactive elements in the page, and to decide which data needs to be analyzed through interface configuration.

[0052] Figure 4 FIG. 1 is a data integration diagram of a method for improving government service experience without user feedback according to an embodiment of the present invention. Figure 4As shown, due to the different development departments and equipment of data resources, data and information systems are often scattered, resulting in the existence of "information islands", causing data redundancy and inconsistency, and low utilization of information resources. To solve this problem, a method for improving government service experience without user feedback is provided in an embodiment of the present invention. In one embodiment, the aforementioned user behavior data is integrated with the back-end access data to determine a data set, including:

[0053] Integrate user behavior data with back-end access data in a logical and physical manner, and use ETL to clean and load data after verification according to preset standards and specifications to determine the data set.

[0054] In the embodiment, in order to solve the aforementioned "information island" phenomenon, the user behavior data collected by the tracking point is integrated with the back-end access data, and the data in several scattered data sources are logically or physically integrated into a unified data set. The preset common standards and specifications are used, and the data is cleaned and loaded using ETL (Extract, Transformation, Loading) after verification to determine the data set, so as to provide high-quality data for the subsequent establishment of indicators and models.

[0055] Specifically, in a method for improving government service experience without user feedback provided by an embodiment of the present invention, in one embodiment, the government service experience measurement model is established based on the behavior dimension measurement indicators and the result dimension measurement indicators, including:

[0056] Establish behavioral dimension measurement indicators based on the event page visit exit rate, event handling exit rate, event page visit pass rate, event handling pass rate, event handling page visit depth, channel user retention rate, user sharing rate and event handling conversion rate;

[0057] Establish result dimension measurement indicators based on reducing time limits, materials, links, running around, early completion rate, on-time completion rate and matter completion rate;

[0058] A government service experience measurement model is established based on the behavior dimension measurement indicators and the result dimension measurement indicators.

[0059] In the embodiment, dimension refers to a descriptive attribute or feature of an object that can be assigned different values. Most government systems have characteristic requirements. The embodiment of the present invention designs behavior and result dimension measurement indicators based on the exploration of the R&D environment and organizational structure to maximize the value of the model and empower the user value and market competitiveness of the product.

[0060] Behavioral dimension metrics mainly include:

[0061] (1) Exit rate of the matter page visit (the exit rate after visiting the matter handling page);

[0062] (2) Item handling exit rate (the rate at which users exit after applying for the item);

[0063] (3) Item page access pass rate (the pass rate of users who visit the item handling page and continue to handle the item);

[0064] (4) Item handling approval rate (the approval rate of users who apply for the item);

[0065] (5) Depth of visits to the matter handling page (number of pages visited / number of successful transactions);

[0066] (6) Channel user retention rate (the probability that a user will continue to use the same channel for the next transaction);

[0067] (7) User sharing rate (the probability of users sharing after using the app or PC);

[0068] (8) Conversion rate of case handling (number of cases received / UV).

[0069] In terms of result dimension, the main measurement indicators include:

[0070] (1) Reduce the time limit (the prescribed completion time of the matter minus the actual average completion time of the matter);

[0071] (2) Subtract materials (the number of materials required to be submitted for the matter minus the average number of materials actually submitted for the matter);

[0072] (3) Reducing the number of steps (the number of steps required to handle a matter minus the average number of steps actually taken to handle the matter);

[0073] (4) Reduce running times (number of running times specified for the event minus the actual average number of running times for the event);

[0074] (5) Early completion rate (the percentage of individual matters completed early to the total number of matters handled);

[0075] (6) On-time completion rate (the percentage of a single matter completed on time to the total number of matters handled);

[0076] (7) Matter completion rate (the percentage of completed matters to the total number of matters handled).

[0077] Establish behavioral dimension measurement indicators based on the matter page visit exit rate, matter handling exit rate, matter page visit pass rate, matter handling pass rate, matter handling page visit depth, channel user retention rate, user sharing rate and matter handling conversion rate; establish result dimension measurement indicators based on reducing time limits, reducing materials, reducing links, reducing running around, early completion rate, on-time completion rate and matter completion rate; establish a government service experience measurement model based on behavioral dimension measurement indicators and result dimension measurement indicators.

[0078] The above model can be used to quickly evaluate users' experience of government services, and comprehensively measure users' experience of government services through two dimensions: behavior dimension and outcome dimension.

[0079] In the government service experience measurement model without user feedback, the model transitions from attitude-based perceptual measurement to behavior and result-based rational measurement by measuring the indicators of the government affairs handling process. According to the particularity of government services, the model establishes behavioral dimension measurement indicators based on page visit exit rate / pass rate, page visit depth, user retention rate, etc. and result dimension measurement indicators based on matter handling links / required materials / number of runs, early / on-time completion rate, etc., which have a very accurate measurement effect on improving the experience of online government affairs platform affairs handling and the convenience of the service process.

[0080] Figure 5 FIG. 1 is a schematic diagram of user experience elements of a method for improving government service experience without user feedback according to an embodiment of the present invention. Figure 5 As shown, a method for improving government service experience without user feedback is provided in a specific embodiment of the present invention. In one embodiment, the user experience model is determined based on the data set and the government service experience measurement model, including:

[0081] Determine the user experience elements based on the government service experience measurement model;

[0082] Compare the user experience elements with the data set and establish a user experience model including the strategy layer, scope layer, structure layer and presentation layer.

[0083] In the embodiment, a new user experience evaluation model is derived based on the government service experience measurement model; the user experience elements are compared with the data set to establish a user experience model including the strategy layer, scope layer, structure layer and presentation layer.

[0084] Based on the four-layer user experience model, we conduct an in-depth analysis of behavior and outcome indicators in light of actual conditions, and make improvements to the government affairs system in terms of both process and method.

[0085] First, the strategic layer focuses on who, what, where, when, and the most significant reasons behind things. This layer of the model pays more attention to user needs and product goals. For example, if the average completion time of a certain matter is much less than the prescribed completion time, it means that the completion efficiency of the matter is high. If the average completion time of a certain matter is higher than the prescribed completion time, it may mean that the handling process of the matter is more complicated or the required materials are more messy, which invisibly prolongs the completion time of the matter and leads to lower completion efficiency of the matter. In this case, the common reasons that may lead to the extension of time can be discovered in these matters, and preliminary improvement plans for the completion of matters can be formulated by investigating and summarizing the more efficient operational results.

[0086] Secondly, the scope layer refers to the service process required to complete a certain matter, that is, the required links and materials.

[0087] The structural layer usually refers to the information architecture, which refers to the organizational classification and navigation structure designed based on the service process to enable users to browse or handle matters efficiently, and sometimes also includes the underlying data structure.

[0088] The presentation layer is the external display of the overall service design, including the smoothness of the handling of matters, the content format, style, tone guidance and related layout of the APP / PC side. For example, through the comprehensive statistical analysis of the buried data, it can be seen which page in the process of handling matters has the highest pass rate / exit rate. If the user's return rate on a certain page is significantly higher than that of other pages, it may mean that the interface or navigation design of the page affects the user's ability to handle matters and interact with the page. The new government system should consider "how information should be presented to facilitate understanding and communication."

[0089] Specifically, in a method for improving government service experience without user feedback provided by an embodiment of the present invention, in one embodiment, determining a government service system operation optimization strategy based on a government service experience measurement model and a user experience model includes:

[0090] Determine the behavior dimension measurement results and the result dimension measurement results based on the government service experience measurement model and the user experience model;

[0091] Use the behavior dimension measurement results to sort out the operation process;

[0092] Use the result dimension measurement results to sort out the task hierarchy;

[0093] Use the sorted operational processes and task hierarchies to determine the optimization strategy for government system operations.

[0094] In the embodiment, a corresponding user experience model is proposed through summary on the basis of the government service experience measurement model to realize the evaluation and operation strategy optimization process. The big data platform integrates data processing, monitoring management, and visualization platform to improve management and service capabilities with digitalization and informatization. According to the connection between multiple pages, the user experience process can be studied. For any product design, studying user experience is an unavoidable link, which lays the foundation for the operation optimization of subsequent services. User behavior is dynamic and involves the interaction of perception, cognition, behavior, and environmental factors. In order to fully grasp user behavior and optimize the operation strategy to the maximum extent, the behavior dimension measurement results and the result dimension measurement results are determined according to the government service experience measurement model and the user experience model. The basic framework of operation optimization is established by using the behavior dimension measurement results and the result dimension measurement results:

[0095] (1) Sorting out the operation process based on the measurement results of the behavioral dimension, and then identifying key points for optimization and adjusting the page order. Sorting out the operation process is to analyze the user's behavior nodes vertically; based on this, the user's life cycle on the platform is defined and divided according to the distribution of user behavior at different nodes.

[0096] (2) According to the measurement results of the result dimension, the task hierarchy is sorted out, and then the operation strategy is designed in stages. The task hierarchy model is to disassemble and group the various behaviors of users on the platform horizontally. For matters that exceed the time limit or link, appropriate considerations are taken to reduce materials or processes, and on this basis, the optimization of service systems and operation strategies is guided.

[0097] (3) Use the sorted operational processes and task hierarchies to determine the optimization strategy for government system operations.

[0098] Figure 6 A schematic diagram of a computer device for running a method for improving government service experience without user feedback implemented by the present invention, such as Figure 6 As shown, an embodiment of the present invention also provides a computer device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the above-mentioned method for improving government service experience without user feedback when executing the computer program.

[0099] An embodiment of the present invention also provides a computer-readable storage medium, which stores a computer program for executing the above-mentioned method for improving government service experience without user feedback.

[0100] The embodiment of the present invention also provides a device for improving the experience of government services without user feedback, as described in the following embodiment. Since the principle of solving the problem by the device is similar to that of a method for improving the experience of government services without user feedback, the implementation of the device can refer to the implementation of a method for improving the experience of government services without user feedback, and the repeated parts will not be repeated.

[0101] Figure 7 Schematic diagram of a device for improving government service experience without user feedback according to an embodiment of the present invention. Figure 7 As shown, the embodiment of the present invention also provides a device for improving government service experience without user feedback, which may include:

[0102] User behavior data acquisition module 701, used to perform point-of-sale configuration in the government service system and acquire user behavior data;

[0103] A data set determination module 702 is used to integrate user behavior data with backend access data to determine a data set;

[0104] The government service experience measurement model establishment module 703 is used to establish a government service experience measurement model based on the behavior dimension measurement indicators and the result dimension measurement indicators;

[0105] The user experience model determination module 704 is used to determine the user experience model according to the data set and the government service experience measurement model;

[0106] The government affairs system operation optimization strategy determination module 705 is used to determine the government affairs system operation optimization strategy based on the government affairs service experience measurement model and the user experience model.

[0107] Specifically, in an embodiment of the present invention, a device for improving government service experience without user feedback is provided. In one embodiment, the user behavior data acquisition module is specifically used to:

[0108] The tracking points are configured on the front-end and back-end interfaces of the government service system respectively, and the user behaviors that need to be transmitted back on the pages of the government service system are collected according to three classification methods: time, event attributes, and user attributes;

[0109] The collected user behaviors are recorded in the form of log files and processed into user behavior data through the back-end.

[0110] Specifically, in an embodiment of the present invention, a device for improving government service experience without user feedback is provided. In one embodiment, the aforementioned embedding configuration includes:

[0111] Configure function button tracking to obtain user needs for each issue section;

[0112] Configure active behavior tracking points to obtain user usage behaviors;

[0113] Configure the main page tracking points to obtain the user's browsing status on each page.

[0114] Specifically, when an apparatus for improving government service experience without user feedback is provided in an embodiment of the present invention, in one embodiment, the aforementioned data set determination module is specifically used to:

[0115] Integrate user behavior data with back-end access data in a logical and physical manner, and use ETL to clean and load data after verification according to preset standards and specifications to determine the data set.

[0116] Specifically, in an embodiment of the present invention, a device for improving government service experience without user feedback is provided. In one embodiment, the government service experience measurement model establishment module is specifically used to:

[0117] Establish behavioral dimension measurement indicators based on the event page visit exit rate, event handling exit rate, event page visit pass rate, event handling pass rate, event handling page visit depth, channel user retention rate, user sharing rate and event handling conversion rate;

[0118] Establish result dimension measurement indicators based on reducing time limits, materials, links, running around, early completion rate, on-time completion rate and matter completion rate;

[0119] A government service experience measurement model is established based on the behavior dimension measurement indicators and the result dimension measurement indicators.

[0120] Specifically, in an embodiment of the present invention, a device for improving government service experience without user feedback is provided. In one embodiment, the user experience model determination module is specifically used to:

[0121] Determine the user experience elements based on the government service experience measurement model;

[0122] Compare the user experience elements with the data set and establish a user experience model including the strategy layer, scope layer, structure layer and presentation layer.

[0123] Specifically, in an embodiment of the present invention, a device for improving government service experience without user feedback is provided. In one embodiment, the government service system operation optimization strategy determination module is specifically used to:

[0124] Determine the behavior dimension measurement results and the result dimension measurement results based on the government service experience measurement model and the user experience model;

[0125] Use the behavior dimension measurement results to sort out the operation process;

[0126] Use the result dimension measurement results to sort out the task hierarchy;

[0127] Use the sorted operational processes and task hierarchies to determine the optimization strategy for government system operations.

[0128] In summary, the embodiment of the present invention provides a method and device for improving the experience of government service without user feedback, including: first, performing point-of-sale configuration in the government service system to obtain user behavior data; then integrating the user behavior data with the back-end access data to determine the data set; then establishing a government service experience measurement model based on the behavior dimension measurement index and the result dimension measurement index; continuing to determine the user experience model based on the data set and the government service experience measurement model; and finally determining the government system operation optimization strategy based on the government service experience measurement model and the user experience model. The present invention does not require user feedback, and can be independent of user subjective ratings, user daily activity and monthly activity and other indicators. In the process of service experience collection and analysis, there is no system for actively interacting with users and passively accepting feedback, and no additional user communication costs are caused. Data collection is more flexible and detailed through point-of-sale, and the user's government service experience is truly and objectively fed back through user behavior and service results. While the user is using the service, the required information is collected as support for subsequent analysis. The user experience is good, so that the government system can be updated and iterated in time, and more standardized and normalized services are provided to users, thereby improving user recognition. The present invention provides a more quantitative and accurate user service experience, and is suitable for in-depth analysis of government service experience, eliminating various problems such as data collection difficulties, users’ unwillingness to provide feedback, users’ default favorable comments, operators’ deletion of comments, false data, and untrue data. Under increasingly fierce competition, effective and real original user behavior data is collected, and through the user’s behavior and results in the government service process, the user’s service experience status can be quantitatively analyzed through big data analysis, and the user’s mentality and emotions can be understood, thereby providing high-quality materials for big data analysis of service experience status and subsequent service optimization and improvement.

[0129] It will be appreciated by those skilled in the art that embodiments of the present invention may be provided as methods, systems, or computer program products. Therefore, the present invention may take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware. Furthermore, the present invention may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0130] The present invention is described with reference to flowcharts and / or block diagrams of methods, devices (systems), and computer program products according to embodiments of the present invention. It should be understood that each process and / or block in the flowchart and / or block diagram, as well as the combination of processes and / or blocks in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to generate a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0131] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce an article of manufacture comprising an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0132] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions for implementing the process. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0133] The specific embodiments described above further illustrate the objectives, technical solutions and beneficial effects of the present invention in detail. It should be understood that the above description is only a specific embodiment of the present invention and is not intended to limit the scope of protection of the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and principles of the present invention should be included in the scope of protection of the present invention.

Claims

1. A method for improving government service experience without user feedback, characterized in that: include: Configure tracking points in the government service system to obtain user behavior data; Integrate user behavior data with backend access data to determine the data set; Establish a government service experience measurement model based on the behavior dimension measurement indicators and the result dimension measurement indicators; Determine the user experience model based on the data set and government service experience measurement model; Determine the government service system operation optimization strategy based on the government service experience measurement model and user experience model; Among them, according to the behavior dimension measurement indicators and the result dimension measurement indicators, a government service experience measurement model is established, including: Establish behavioral dimension measurement indicators based on the event page visit exit rate, event handling exit rate, event page visit pass rate, event handling pass rate, event handling page visit depth, channel user retention rate, user sharing rate and event handling conversion rate; Establish result dimension measurement indicators based on reducing time limits, materials, links, running around, early completion rate, on-time completion rate and matter completion rate; Establish a government service experience measurement model based on the behavior dimension measurement indicators and the result dimension measurement indicators; Among them, the user experience model is determined based on the data set and the government service experience measurement model, including: Determine the user experience elements based on the government service experience measurement model; Compare the user experience elements with the data set, and establish a user experience model including the strategic layer, scope layer, structure layer and presentation layer; the strategic layer focuses on who, what, where, when, and the most significant reasons behind things, and focuses on user needs and product goals; the scope layer refers to the service process required to complete a certain matter; the structure layer refers to the information architecture, the organizational classification and navigation structure designed based on the service process for users to browse or handle matters, and the underlying data structure; the presentation layer is the external presentation of the overall service design, including the fluency of matter handling, APP / PC content format, style, tone guidance and related layout; Among them, the tracking point configuration is carried out in the government service system to obtain user behavior data, including: The tracking points are configured on the front-end and back-end interfaces of the government service system respectively, and the user behaviors that need to be transmitted back on the pages of the government service system are collected according to three classification methods: time, event attributes, and user attributes; The collected user behaviors are recorded in the form of log files and processed into user behavior data through the back-end.

2. The method according to claim 1, characterized in that The embedding point configuration includes: Configure function button tracking to obtain user needs for each issue section; Configure active behavior tracking points to obtain user usage behaviors; Configure the main page tracking points to obtain the user's browsing status on each page.

3. The method according to claim 1, characterized in that Integrate user behavior data with backend access data to determine data sets, including: Integrate user behavior data with back-end access data in a logical and physical manner, and use ETL to clean and load data after verification according to preset standards and specifications to determine the data set.

4. The method according to claim 1, characterized in that Based on the government service experience measurement model and user experience model, determine the government system operation optimization strategy, including: Determine the behavior dimension measurement results and the result dimension measurement results based on the government service experience measurement model and the user experience model; Use the behavior dimension measurement results to sort out the operation process; Use the result dimension measurement results to sort out the task hierarchy; Use the sorted operational processes and task hierarchies to determine the optimization strategy for government system operations.

5. A device for improving government service experience without user feedback, characterized in that: include: User behavior data acquisition module, used to configure tracking points in the government service system and obtain user behavior data; A data set determination module is used to integrate user behavior data with backend access data to determine the data set; A government service experience measurement model establishment module is used to establish a government service experience measurement model based on behavior dimension measurement indicators and result dimension measurement indicators; A user experience model determination module, used to determine a user experience model based on a data set and a government service experience measurement model; The government affairs system operation optimization strategy determination module is used to determine the government affairs system operation optimization strategy based on the government affairs service experience measurement model and user experience model; Among them, the government service experience measurement model establishment module is specifically used for: Establish behavioral dimension measurement indicators based on the event page visit exit rate, event handling exit rate, event page visit pass rate, event handling pass rate, event handling page visit depth, channel user retention rate, user sharing rate and event handling conversion rate; Establish result dimension measurement indicators based on reducing time limits, materials, links, running around, early completion rate, on-time completion rate and matter completion rate; Establish a government service experience measurement model based on the behavior dimension measurement indicators and the result dimension measurement indicators; The user experience model determination module is specifically used to: Determine the user experience elements based on the government service experience measurement model; Compare the user experience elements with the data set, and establish a user experience model including the strategic layer, scope layer, structure layer and presentation layer; the strategic layer focuses on who, what, where, when, and the most significant reasons behind things, and focuses on user needs and product goals; the scope layer refers to the service process required to complete a certain matter; the structure layer refers to the information architecture, the organizational classification and navigation structure designed based on the service process for users to browse or handle matters, and the underlying data structure; the presentation layer is the external presentation of the overall service design, including the fluency of matter handling, APP / PC content format, style, tone guidance and related layout; Among them, the user behavior data acquisition module is specifically used to: The tracking points are configured on the front-end and back-end interfaces of the government service system respectively, and the user behaviors that need to be transmitted back on the pages of the government service system are collected according to three classification methods: time, event attributes, and user attributes; The collected user behaviors are recorded in the form of log files and processed into user behavior data through the back-end.

6. The device according to claim 5, characterized in that The embedding point configuration includes: Configure function button tracking to obtain user needs for each issue section; Configure active behavior tracking points to obtain user usage behaviors; Configure the main page tracking points to obtain the user's browsing status on each page.

7. The device according to claim 5, characterized in that The data set determination module is specifically used for: Integrate user behavior data with back-end access data in a logical and physical manner, and use ETL to clean and load data after verification according to preset standards and specifications to determine the data set.

8. The device according to claim 5, characterized in that The government affairs system operation optimization strategy determination module is specifically used for: Determine the behavior dimension measurement results and the result dimension measurement results based on the government service experience measurement model and the user experience model; Use the behavior dimension measurement results to sort out the operation process; Use the result dimension measurement results to sort out the task hierarchy; Use the sorted operational processes and task hierarchies to determine the optimization strategy for government system operations.

9. A computer device comprising a memory, a processor and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the computer program, the method according to any one of claims 1 to 4 is implemented.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program for executing the method according to any one of claims 1 to 4.

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