从访问者要完成的事开始
Which user tasks should guide the company website first?
茶公司准备新网站，团队先讨论首页动画。实际客户经常问包装多大、是否可试饮以及怎样联系报价，网站应先回答这些问题。
1 · 先听见真实对话
Colleague: What do buyers need to do?
You: Buyers need to find the pack size and request a quote.
Colleague: Why should these details come first?
You: Without that information, they cannot decide what to ask for.
Colleague: What should the user task guide?
You: The main user task should guide the page content and navigation.
2 · 理解表达在这里做了什么
user task
the specific thing someone comes to the site to do
Requesting a quote is a key user task.
任务应从用户角度描述；“看我们的酷动画”通常不是用户的实际购买任务。landing page
a page built to help someone take one next step
The landing page helps buyers request a sample.
页面有重点不等于隐去重要条件；价格、范围和下一步应清楚。usability test
observe whether people can complete the intended task
The usability test checks whether the information is easy to find.
问“喜欢吗”不等于可用性测试；观察过程且避免直接告诉用户答案。3 · 跟读后，换成自己的信息
Buyers need to find the pack size and request a quote.
买家需要找到包装规格并申请报价。
Without that information, they cannot decide what to ask for.
没有这些信息，就难以决定询问什么。
The main user task should guide the page content and navigation.
主要用户任务应指导页面内容与导航。
We can list the questions a first-time buyer needs answered.
可以列出首次买家需要回答的问题。
保留沟通意图，换掉人物、文件或时间。简单而准确的句子同样有效。
4 · 接住对方的话
What do buyers need to do?
买家需要找到包装规格并申请报价。
查看一种可行回答
Buyers need to find the pack size and request a quote.
Why should these details come first?
没有这些信息，就难以决定询问什么。
查看一种可行回答
Without that information, they cannot decide what to ask for.
What should the user task guide?
主要用户任务应指导页面内容与导航。
查看一种可行回答
The main user task should guide the page content and navigation.
5 · 换一个情境，再试一次
What if returning customers mainly want to reorder?
What if returning customers mainly want to reorder?
Address the changed condition. Choose a practical next step and explain why it helps.
- My response addresses the changed condition.
- I explain one practical action and its likely effect.
- I make the next step clear.
6 · 明天不看答案，再想一次
What do buyers need to do?