{"id":185,"date":"2021-04-11T10:29:04","date_gmt":"2021-04-11T07:29:04","guid":{"rendered":"http:\/\/atesxd.com\/?page_id=185"},"modified":"2021-04-25T12:38:33","modified_gmt":"2021-04-25T09:38:33","slug":"deneyim-seviyeleri","status":"publish","type":"page","link":"http:\/\/atesxd.com\/en\/deneyim-seviyeleri","title":{"rendered":"Deneyim Seviyeleri"},"content":{"rendered":"<p class=\"wp-block-paragraph translation-block\"><a href=\"http:\/\/atesxd.com\/kullanici-user\" data-type=\"page\" data-id=\"71\" target=\"_self\">Kullan\u0131c\u0131n\u0131z\u0131n<\/a> \/ M\u00fc\u015fterinizin \u00fcr\u00fcn ve hizmetlerinizle ve dolay\u0131s\u0131yla sizinle tecr\u00fcbe ettikleri <a href=\"http:\/\/atesxd.com\/deneyim-experience\" data-type=\"page\" data-id=\"78\" target=\"_self\">deneyim<\/a> \u00e7e\u015fitlerini (seviyelerini) basitten karma\u015f\u0131\u011fa do\u011fru \u00fc\u00e7 ad\u0131ma ay\u0131rabiliriz;<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Tek Etkile\u015fim Seviyesi (Single-Interaction)<\/li><li>M\u00fc\u015fteri Yolculu\u011fu Seviyesi (Customer-Journey)<\/li><li>\u0130li\u015fki Seviyesi (Relationship)<\/li><\/ol>\n\n\n\n<pre class=\"wp-block-preformatted\"><strong>\u0130\u015fin Ger\u00e7e\u011fi Notu :<\/strong> Buradaki gibi s\u0131n\u0131fland\u0131rmalar konular kolay anla\u015f\u0131labilsin diye yap\u0131l\u0131r. Bunlar\u0131 tek ve de\u011fi\u015fmez do\u011fru olarak kabul etmeyin ama \u00f6nemseyin.<\/pre>\n\n\n\n<figure class=\"wp-block-image alignfull size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/blake-wisz-GFrBMipOd_E-unsplash-1024x683.jpg\" alt=\"\" class=\"wp-image-194\" srcset=\"http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/blake-wisz-GFrBMipOd_E-unsplash-1024x683.jpg 1024w, http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/blake-wisz-GFrBMipOd_E-unsplash-300x200.jpg 300w, http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/blake-wisz-GFrBMipOd_E-unsplash-768x512.jpg 768w, http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/blake-wisz-GFrBMipOd_E-unsplash-1536x1024.jpg 1536w, http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/blake-wisz-GFrBMipOd_E-unsplash-2048x1365.jpg 2048w, http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/blake-wisz-GFrBMipOd_E-unsplash-1200x800.jpg 1200w, http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/blake-wisz-GFrBMipOd_E-unsplash-1980x1320.jpg 1980w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption><a href=\"https:\/\/unsplash.com\/@blakewisz?utm_source=unsplash&amp;utm_medium=referral&amp;utm_content=creditCopyText\" target=\"_blank\" rel=\"noreferrer noopener\">Blake Wisz<\/a>&nbsp;&#8211;&nbsp;<a href=\"https:\/\/unsplash.com\/?utm_source=unsplash&amp;utm_medium=referral&amp;utm_content=creditCopyText\" target=\"_blank\" rel=\"noreferrer noopener\">Unsplash<\/a><\/figcaption><\/figure>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\"><strong>1. Tek Etkile\u015fim Seviyesi (Single Interaction)<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">Belirli bir <a href=\"http:\/\/atesxd.com\/cihaz\" data-type=\"page\" data-id=\"309\" target=\"_self\">cihaz<\/a>, spesifik bir ama\u00e7 ile tan\u0131mlan\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Hemen her yerde UX (User Experience) yani Kullan\u0131c\u0131 Deneyimi olarak tan\u0131mlanan seviye budur. Bir ki\u015finin belirli bir amac\u0131n\u0131 ger\u00e7ekle\u015ftirmesini ve bunun i\u00e7in kulland\u0131\u011f\u0131 cihaz\u0131 ele al\u0131r. O ama\u00e7 ve cihazla ilgili t\u00fcm ad\u0131mlar\u0131 iyile\u015ftirmeye \u00e7al\u0131\u015f\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">Do\u011fru olan metodoloji, t\u00fcm kapsam\u0131 <strong><a href=\"http:\/\/atesxd.com\/kullanici-user\" data-type=\"page\" data-id=\"71\" target=\"_self\">Kullan\u0131c\u0131 (User)<\/a><\/strong> ve <strong><a href=\"http:\/\/atesxd.com\/deneyim-experience\" data-type=\"page\" data-id=\"78\" target=\"_self\">Deneyim (Experience)<\/a> <\/strong>olarak ay\u0131rmak ve alt ba\u015fl\u0131klar\u0131yla olgunla\u015ft\u0131rmakt\u0131r. Burada ise ay\u0131rmadan UX ba\u015fl\u0131\u011f\u0131n\u0131 en temel haliyle ele al\u0131yoruz.<\/p>\n\n\n\n<figure class=\"wp-block-image alignfull size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/Tek-Etkilesim-Seviyesi-1024x576.png\" alt=\"\" class=\"wp-image-202\" srcset=\"http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/Tek-Etkilesim-Seviyesi-1024x576.png 1024w, http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/Tek-Etkilesim-Seviyesi-300x169.png 300w, http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/Tek-Etkilesim-Seviyesi-768x432.png 768w, http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/Tek-Etkilesim-Seviyesi-1536x864.png 1536w, http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/Tek-Etkilesim-Seviyesi-1200x675.png 1200w, http:\/\/atesxd.com\/wp-content\/uploads\/2021\/04\/Tek-Etkilesim-Seviyesi.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\"><li class=\" translation-block\"><strong>Tasar\u0131m :<\/strong> Dijital d\u00fcnyada ekranda g\u00f6rd\u00fcklerinizin, fiziksel d\u00fcnyada ise elle tutup g\u00f6zle g\u00f6rebildi\u011finiz her \u015feyin bi\u00e7imlendirilmesini ifade eder. Kullan\u0131labilirli\u011fin (usability) en g\u00fc\u00e7l\u00fc ba\u015fl\u0131\u011f\u0131d\u0131r. Estetik alg\u0131s\u0131na hitap eder. Kullan\u0131c\u0131n\u0131za ve kendinize duydu\u011funuz sayg\u0131n\u0131n ilk g\u00f6stergesidir.<\/li><li class=\" translation-block\"><strong>Psikoloji :<\/strong> Her ne yap\u0131yorsak yapal\u0131m arkas\u0131nda beynimizin i\u00e7inde ger\u00e7ekle\u015fen tepkimeler vard\u0131r. Psikoloji de tamamen beyni ilgilendiren bir zihin ve davran\u0131\u015f bilimidir. Bir deneyim tasar\u0131mc\u0131s\u0131n\u0131n en gizemli silah\u0131d\u0131r. Kullan\u0131c\u0131s\u0131n\u0131n psikolojisini, neye neden tepki verdi\u011fini ve nas\u0131l davrand\u0131\u011f\u0131n\u0131 anlayan bir tasar\u0131mc\u0131, \u00fcr\u00fcn ve hizmet geli\u015ftirirken sihirli de\u011fne\u011fi elindeymi\u015f gibi rahat hareket eder. Bu konuya \u00e7ok fazla de\u011finece\u011fiz.<\/li><li class=\" translation-block\"><strong>Ak\u0131\u015f :<\/strong> D\u00fczenlenmi\u015f ve tekrarlanabilir bir etkinlik modelidir. A\u2019dan yola \u00e7\u0131k\u0131p B\u2019ye giderken ge\u00e7ti\u011finiz her a\u015fama ve yolun kendisi ak\u0131\u015f olarak g\u00f6r\u00fclebilir. Bir web sitesine giren ki\u015finin ihtiyac\u0131n\u0131 aray\u0131p bulmas\u0131 ve bu ihtiyac\u0131n\u0131 kar\u015f\u0131lamas\u0131 s\u00fcreci en temel ak\u0131\u015f \u00f6rne\u011fidir. Kusursuz ve ak\u0131c\u0131 olmas\u0131 gerekir.<\/li><li class=\" translation-block\"><strong>\u0130\u00e7erik :<\/strong> Kanallar\u0131n\u0131z \u00fczerinden vermi\u015f oldu\u011funuz her t\u00fcr bilgi, yaz\u0131 vb. unsur i\u00e7erik olarak de\u011ferlendirilir. \u0130\u00e7eri\u011fi bilgiler b\u00fct\u00fcn\u00fc olarak g\u00f6rmelisiniz \u00e7\u00fcnk\u00fc koymu\u015f oldu\u011funuz bir diyagram da i\u00e7erik olarak kabul edilebilir. \u0130\u00e7eri\u011fin kapsam\u0131 kadar kullan\u0131lan dil de eksiksiz deneyim anlam\u0131nda \u00e7ok \u00f6nemlidir.<\/li><\/ul>\n\n\n\n<pre class=\"wp-block-preformatted\">Sadece UX\u2019e odaklanarak deneyim tasar\u0131m\u0131 yapamazs\u0131n\u0131z.<\/pre>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\"><strong>2. M\u00fc\u015fteri Yolculu\u011fu Seviyesi (Customer-Journey)<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">Farkl\u0131 etkile\u015fim kanallar\u0131 ve\/veya <a href=\"http:\/\/atesxd.com\/cihaz\" data-type=\"page\" data-id=\"309\" target=\"_self\">cihazlar\u0131<\/a> ile tan\u0131mlanabilir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u0130\u015fte danan\u0131n kuyru\u011funun koptu\u011fu yer bu seviyedir. Farkl\u0131 kanal ve cihazlar kullanarak bir hedefe ula\u015fmaya \u00e7al\u0131\u015fan m\u00fc\u015fterinin yapt\u0131\u011f\u0131 yolculu\u011fu ifade eder.<\/p>\n\n\n\n<pre class=\"wp-block-preformatted\"><strong>'Kanal'<\/strong> terminolojisi kar\u0131\u015f\u0131kl\u0131k yaratmas\u0131n. Web sitesi bir kanald\u0131r, mobil uygulama bir kanald\u0131r, \u00e7a\u011fr\u0131 merkezi (telefon), chat, eposta hepsi birer kanald\u0131r. \u015eirketin size ula\u015ft\u0131\u011f\u0131 ve sizin \u015firkete ula\u015ft\u0131\u011f\u0131n\u0131z her \u015fey bir kanald\u0131r.<\/pre>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">Baz\u0131 yerlerde bu seviye, CX (Customer Experience) yani M\u00fc\u015fteri Deneyimi olarak adland\u0131r\u0131l\u0131r. <em>Kullan\u0131c\u0131 <\/em>ya da <em>m\u00fc\u015fteri<\/em>? G\u00f6rd\u00fc\u011f\u00fcn\u00fcz gibi ayr\u0131m \u00e7ok belirgin de\u011fil. Bu sebeple terimsel karma\u015falara yol a\u00e7mamak i\u00e7in elimizden geldi\u011fince sadece <strong>Deneyim (Experience)<\/strong> kavram\u0131n\u0131 kullanmaya \u00e7al\u0131\u015faca\u011f\u0131z.<\/p>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">Ger\u00e7ek odak noktan\u0131z bu ba\u015fl\u0131kta incelenen <strong>m\u00fc\u015fteri yolculu\u011fu <\/strong>olmal\u0131d\u0131r. Sadece UX \/ UI (UI: User Interface) konular\u0131yla m\u00fc\u015fterilerinizi ve i\u015finizi y\u00f6netemezsiniz. Aslen kanallar\u0131n\u0131z aras\u0131ndaki ahengi y\u00f6netmek zorundas\u0131n\u0131z. Bu ahengi y\u00f6netmek i\u00e7in de;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Kanallar aras\u0131 mesajlar\u0131n\u0131z ve bilgiler tutarl\u0131 olmal\u0131d\u0131r.<\/li><li>Kanallar\u0131n\u0131zda kulland\u0131\u011f\u0131n\u0131z dil, kelime ve c\u00fcmleler uyumlu olmal\u0131d\u0131r.<\/li><li>Kanallar\u0131n\u0131z aras\u0131ndaki ge\u00e7i\u015fler ak\u0131c\u0131 olmal\u0131d\u0131r.<\/li><li>G\u00f6r\u00fcn\u00fc\u015f, his ve genel deneyim uyumlu olmal\u0131d\u0131r<\/li><li>Tekrar tekrar sorunsuz bir deneyim ya\u015fanabilmesi i\u00e7in g\u00fc\u00e7l\u00fc bir altyap\u0131 kullan\u0131lmal\u0131d\u0131r.<\/li><\/ul>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\"><strong>3. \u0130li\u015fki Seviyesi (Relationship)<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u015eirket ve m\u00fc\u015fteri aras\u0131ndaki t\u00fcm ileti\u015fimi, t\u00fcm etkile\u015fimi ifade eder.<\/p>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">Bu seviyeyle birlikte tam kapsaml\u0131 bir i\u015f olu\u015fturmaya ba\u015flar\u0131z. \u00c7\u00fcnk\u00fc <strong>ili\u015fki seviyesi<\/strong> sadece \u00fcr\u00fcne giden yolu incelemez. Sadece bir amaca odaklanmaz. \u015eirketiniz ile m\u00fc\u015fteriniz aras\u0131ndaki t\u00fcm ili\u015fkiyi ele al\u0131r. Ge\u00e7mi\u015fi, bug\u00fcn\u00fc ve gelece\u011fi vard\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00dcr\u00fcn ve hizmetlerinizin aran\u0131p bulunmas\u0131, sat\u0131n al\u0131nmas\u0131, kullan\u0131lmas\u0131, \u00fcr\u00fcnlerle ilgili destek al\u0131nmas\u0131, sorunlar\u0131n \u00e7\u00f6z\u00fclmesi, ba\u015fka \u00fcr\u00fcn ve hizmetler sunulmas\u0131 vb. t\u00fcm a\u015famalar bu seviyede ger\u00e7ekle\u015fir.<\/p>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\"><strong>\u00d6zet<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">M\u00fc\u015fterinizin \u015firketinizle ya\u015fayaca\u011f\u0131 deneyim seviyeleri a\u015fa\u011f\u0131daki gibi \u00fc\u00e7 ba\u015fl\u0131kta incelenebilir. Her ba\u015fl\u0131k bir \u00f6ncekini de kapsar. \u0130\u015finizin ve projenizin kapsam\u0131na g\u00f6re m\u00fcmk\u00fcn oldu\u011funca son seviyeye kadar planlamal\u0131 ve tasarlamal\u0131s\u0131n\u0131z.<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Tek Etkile\u015fim Seviyesi (Single-Interaction)<\/li><li>M\u00fc\u015fteri Yolculu\u011fu Seviyesi (Customer-Journey)<\/li><li>\u0130li\u015fki Seviyesi (Relationship)<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"text-decoration: underline;\">Referanslar :<\/span><\/p>\n\n\n\n<p class=\"has-small-font-size wp-block-paragraph\">Salazar, Kim (2019).<a rel=\"noreferrer noopener\" href=\"https:\/\/www.nngroup.com\/articles\/ux-vs-cx\/\" target=\"_blank\">&nbsp;<em>User Experience vs. Customer Experience: What\u2019s The Difference?<\/em><\/a>. NNGroup.<\/p>","protected":false},"excerpt":{"rendered":"<p>Kullan\u0131c\u0131n\u0131z\u0131n \/ M\u00fc\u015fterinizin \u00fcr\u00fcn ve hizmetlerinizle ve dolay\u0131s\u0131yla sizinle tecr\u00fcbe ettikleri deneyim \u00e7e\u015fitlerini (seviyelerini) basitten karma\u015f\u0131\u011fa do\u011fru \u00fc\u00e7 ad\u0131ma ay\u0131rabiliriz; Tek Etkile\u015fim Seviyesi (Single-Interaction) M\u00fc\u015fteri Yolculu\u011fu Seviyesi (Customer-Journey) \u0130li\u015fki Seviyesi (Relationship) \u0130\u015fin Ger\u00e7e\u011fi Notu : Buradaki gibi s\u0131n\u0131fland\u0131rmalar konular kolay anla\u015f\u0131labilsin diye yap\u0131l\u0131r. Bunlar\u0131 tek ve de\u011fi\u015fmez do\u011fru olarak kabul etmeyin ama \u00f6nemseyin. 1. Tek [&hellip;]<\/p>","protected":false},"author":1,"featured_media":194,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-185","page","type-page","status-publish","has-post-thumbnail","hentry"],"aioseo_notices":[],"_links":{"self":[{"href":"http:\/\/atesxd.com\/en\/wp-json\/wp\/v2\/pages\/185","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/atesxd.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"http:\/\/atesxd.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"http:\/\/atesxd.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/atesxd.com\/en\/wp-json\/wp\/v2\/comments?post=185"}],"version-history":[{"count":28,"href":"http:\/\/atesxd.com\/en\/wp-json\/wp\/v2\/pages\/185\/revisions"}],"predecessor-version":[{"id":362,"href":"http:\/\/atesxd.com\/en\/wp-json\/wp\/v2\/pages\/185\/revisions\/362"}],"wp:featuredmedia":[{"embeddable":true,"href":"http:\/\/atesxd.com\/en\/wp-json\/wp\/v2\/media\/194"}],"wp:attachment":[{"href":"http:\/\/atesxd.com\/en\/wp-json\/wp\/v2\/media?parent=185"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}