Ask HN: 你们如何在内部软件中“重现”用户代价高昂的错误？
1 分•作者: kirthi35•6 个月前
Hi HN，
我正在尝试解决一个似乎存在于许多公司的问题。团队成员在使用内部工具（比如你的 CRM、理赔软件等）时犯了一个代价高昂的错误。
你知道结果——钱损失了，客户生气了——但你无法确切地看到他们做了什么。你无法“回放录像”来了解导致错误的点击和决策的顺序。
这使得进行真正的事故分析、有效培训人员或修复损坏的流程变得极其困难。
那么，你现在是如何处理这个问题的呢？
当用户发生错误时，你如何找出问题所在？
你是否有任何工具可以让你了解这些用户工作流程？
你是否曾经希望能够观看用户导致问题的操作录像？
我很想听听你们的故事或对此的困惑。
查看原文
Hi HN,<p>I'm trying to solve a problem that seems to exist in many companies. A team member makes a costly error while using an internal tool (like your CRM, claims software, etc.).<p>You know the outcome—money was lost, a customer is angry—but you have no way to see exactly what they did. You can't "replay the tape" to understand the sequence of clicks and decisions that led to the mistake.<p>This makes it incredibly difficult to do a real post-mortem, train people effectively, or fix broken processes.<p>So, how do you handle this now?<p>When a user error happens, what's your process for finding out what went wrong?<p>Do you have any tools that give you visibility into these user workflows?<p>Have you ever wished you could just watch a recording of what a user did to cause an issue?<p>I'd be fascinated to hear your stories or frustrations with this.