定义所有用户转化历程
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本页介绍了如何定义和绘制 Google Chat 应用的用户体验历程。用户体验历程是指用户与 Chat 应用之间的一组操作和互动，可帮助用户实现目标。在构建 Chat 应用之前，请先定义这些历程，以确定以下内容：
- 何时提供错误消息。
- 何时建议命令来帮助用户使用 Chat 应用。
- 用户流程可能需要简化的地方。
创建所有用户体验历程的流程图
流程图是一种实用工具，可用于直观呈现和思考所有用户与 Chat 应用的互动。如果您的 Chat 应用可与其他 Google 服务或 Google 以外的服务搭配使用，请务必也添加这些互动。理想情况下，流程图应描绘每种可能的互动；对于更复杂的工作流，则应为每种用户体验历程绘制流程图。
以下流程图展示了 Chat 应用的用户体验历程，该应用可帮助用户通过 Chat 管理 Google 日历：
上图展示了用户想要使用 Chat 应用查看日历时要执行的以下步骤：
用户将 Chat 应用添加到聊天室。
Chat 应用会发送欢迎消息，提示用户授予访问权限。
- 如果用户拒绝授予访问权限，系统会重新发送之前的欢迎消息。
- 如果用户同意授权访问，则点击登录。
系统会通过对话框消息提示用户登录。
- 如果用户无法登录，系统会发送一条错误消息，要求用户尝试重新登录。
- 如果用户能够成功登录，系统会发送一条新手入门消息，说明如何使用 Chat 应用。
用户输入 /checkCalendar
正斜线命令，以从日历中获取今天的日程安排。
- 如果 Chat 应用无法检索用户的日历，则会发送错误消息。
- 如果成功，Chat 应用会在卡片消息中发送今天的日程安排。
撰写用户故事来引导用户体验历程
用户故事代表用户目标，编写时应明确说明故事的用户、任务和用途。用户故事应采用开放式形式，因为满足其所描述的要求通常有多种方法。用户故事可帮助您为用户设置在使用 Chat 应用时要遵循的路径。
用户故事的格式如下：作为用户，我想执行某项任务，以便实现某个目标。在上面的示例中，用户故事是：作为跨职能员工，我想查看日历，以便与他人协作处理项目。
大多数聊天应用都有多个用户故事。例如，聊天应用示例的另一个用户故事是：作为经理，我想安排一场包含所有直接下属的每周会议，以便我们协同处理项目。对于每个用户故事，确定用户与 Chat 应用的历程，并创建一个流程图来确定与 Chat 应用的所有可能互动。
添加图例
为帮助他人阅读您的用户体验历程，请添加图例来说明哪种形状代表哪种类型的互动。例如，为用户决策点、用户输入、Chat 应用中的成功和失败结果以及 Chat 应用中的任何消息指定唯一形状。
考虑所有错误场景
为确保用户在使用聊天应用时不会遇到任何问题，请在用户体验历程图中添加错误场景。确定错误的发生方式，编写切实可行的错误消息，并确定用户可能会如何回应错误以实现其目标。例如，“用户名或密码错误，请尝试重新登录。”
识别 Chat 应用向用户发送的消息
每项互动都应以 Chat 应用向用户发送消息结束，即使只是一条确认 Chat 应用已成功完成用户请求的消息也是如此。例如，“欢迎使用日程安排应用。我可以安排、重新安排或移除日历中的活动。输入 /checkCalendar 查看今天的日程。”
如未另行说明，那么本页面中的内容已根据知识共享署名 4.0 许可获得了许可，并且代码示例已根据 Apache 2.0 许可获得了许可。有关详情，请参阅 Google 开发者网站政策。Java 是 Oracle 和/或其关联公司的注册商标。
最后更新时间 (UTC)：2025-03-06。
[null,null,["最后更新时间 (UTC)：2025-03-06。"],[[["\u003cp\u003eDefine user journeys with flowcharts to visualize user interactions and potential pain points within your Google Chat app.\u003c/p\u003e\n"],["\u003cp\u003eUtilize user stories (As a \u003cem\u003euser\u003c/em\u003e, I want to \u003cem\u003edo a task\u003c/em\u003e, so I can \u003cem\u003eachieve a goal\u003c/em\u003e) to guide the development of user journeys and ensure alignment with user needs.\u003c/p\u003e\n"],["\u003cp\u003eAccount for all error scenarios within user journeys, crafting actionable error messages to help users recover and continue their workflow.\u003c/p\u003e\n"],["\u003cp\u003eEnsure each user interaction within the journey concludes with a message from the Chat app, providing feedback or guidance to the user.\u003c/p\u003e\n"],["\u003cp\u003eInclude a legend with your user journey flowcharts to clarify the meaning of different shapes and symbols, making them easier to understand.\u003c/p\u003e\n"]]],["Define user journeys as sets of actions between users and a Chat app to achieve goals. Create flowcharts to visualize all interactions, including those with external services. Write user stories in the format: \"As a *user*, I want to *do a task*, so I can *achieve a goal*.\" Include a legend for the flowchart. Map out error scenarios, defining the error, message, and user response. Detail each interaction with a message from the Chat app.\n"],null,["# Define all user journeys\n\nThis page describes how to define and map the user journeys of your\nGoogle Chat app. A *user journey* is a set of actions and\ninteractions between a user and a Chat app that helps\nthe user achieve a goal. Define these journeys before building the\nChat app to identify the following:\n\n- When to provide error messages.\n- When to suggest commands to help users use the Chat app.\n- Where the user flow might be simplified.\n\nCreate a flowchart of all user journeys\n---------------------------------------\n\nFlowcharts are useful tools for both visualizing and thinking through all user\nChat app interactions. If your\nChat app works with other Google services, or\nservices outside of Google, be sure to include these interactions too. Ideally,\nyour flowchart depicts every possible interaction, or for more complicated\nworkflows, a flowchart for every user journey.\n\nThe following flowchart shows the user journey for a\nChat app that helps people manage their\nGoogle Calendar from Chat:\n\nThe preceding diagram shows the following steps of a user wanting to use a\nChat app to check their Calendar:\n\n1. A user adds the Chat app to a space.\n\n2. The Chat app sends a welcome message that prompts\n the user to [authorize access](/workspace/chat/authenticate-authorize).\n\n - If the user refuses to authorize access, the previous welcome message is resent.\n - If the user agrees to authorize access, they click **Sign in**.\n3. The user is asked to sign in from a\n [dialog message](/workspace/chat/dialogs).\n\n - If the user is unable to sign in, an error message is sent asking the user to try signing in again.\n - If the user is able to successfully sign in, an onboarding message is sent that describes how to use the Chat app.\n4. The user types the `/checkCalendar`\n [slash command](/workspace/chat/commands)\n to get today's schedule from Calendar.\n\n - If the Chat app is unable to retrieve the user's calendar, an error message is sent.\n - If successful, the Chat app sends today's schedule in a card message.\n\nWrite user stories to guide your user journeys\n----------------------------------------------\n\nA *user story* represents a user goal, and is written so that the user, task,\nand purpose of the story is clear. User stories are meant to be open-ended\nbecause there's usually more than one way to satisfy the requirements that they\ndescribe. User stories help you set paths for users to follow as they work with\nChat app.\n\nUser stories have the following format: As a *user* , I want to *do a task* , so I\ncan *achieve a goal* . In the previous example, the user story is: As a\n*cross-functional worker* , I want to *check my calendar* so I can\n*collaborate on projects with others*.\n\nMost Chat apps have multiple user stories. For example, another\nuser story for the example Chat app is: As a *manager* ,\nI want to *schedule a weekly meeting that includes all my direct reports* , so we\ncan *collaborate on projects*. For each user story, identify the users' journey\nfor your Chat app and create a flowchart to identify\nall potential interactions with your Chat app.\n\nInclude a legend\n----------------\n\nTo help others read your user journeys, include a legend that describes which\nshape represents which type of interaction. For example, identify a unique shape\nfor user decision points, user input, successful and unsuccessful results from\nyour Chat app, and any messages from the\nChat app.\n\nAccount for all error scenarios\n-------------------------------\n\nTo ensure users never get stuck while working with your\nChat app, include error scenarios in your user journey\nmap. Define how the error occurs,\n[write an actionable error message](/workspace/chat/write-error-messages),\nand identify how the user might respond to the error in order to achieve their\ngoal. For example, \"Wrong username or password. Try signing in again.\"\n\nIdentify the messages your Chat app sends to users\n--------------------------------------------------\n\nEach interaction should end with a message from your\nChat app to the user, even if it's only a message\nconfirming that the Chat app successfully completed the\nuser's request. For example, \"Welcome to the scheduling app. I can schedule,\nreschedule, or remove events from your calendar. Take a look at today's schedule\nby typing `/checkCalendar`.\"\n\nRelated topics\n--------------\n\n- [Set up slash commands to interact with Google Chat users](/workspace/chat/slash-commands)\n- [Write an actionable error message](/workspace/chat/write-error-messages)\n- [Design user interactions](/workspace/chat/interactivity)"]]
