short-paper

Experience Design for Multiple Customer Touchpoints

Authors:

Virpi Roto,

Heli Väätäjä,

Effie Law,

Rachel PowersAuthors Info & Claims

NordiCHI '16: Proceedings of the 9th Nordic Conference on Human-Computer Interaction

Article No.: 146, Pages 1 - 3

https://doi.org/10.1145/2971485.2987685

Published: 23 October 2016 Publication History

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Abstract

A burgeoning topic in the field of UX is designing users' experiences in different channels and touchpoints between an organization and the user. The work so far has largely focused on responsive transmedia design. However, when UX design meets service design, a deeper and broader perspective of the topic emerges: how users' experiences evolve along the customer journey through different touchpoints. Multi-touchpoint experience design aims to build a harmonious experience journey through the touchpoints. This one-day workshop has four objectives: (i) to clarify the terminology in this emerging research area, (ii) to understand the opportunities and challenges of multi-touchpoint experience design through case studies in different application contexts, (iii) to identify intriguing research themes, and (iv) to build a community in this area.

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Cited By

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Zhonghang BSiyue LXu Z(2023)Service Process Problem-Solving Based on Flow TrimmingApplied Sciences10.3390/app1304209213:4(2092)Online publication date: 6-Feb-2023
https://doi.org/10.3390/app13042092
Morris LJordaan A(2023)Service Design for Older Adults Using Smart Digital Appliances: Person-Centred Service Design 4.0Service Design for Emerging Technologies Product Development10.1007/978-3-031-29306-1_9(141-160)Online publication date: 21-Jul-2023
https://doi.org/10.1007/978-3-031-29306-1_9
Bai ZLiu CSun HDing M(2021)Complex Service Process Optimization Based on Service Touchpoint Association and the Design Structure MatrixComplexity10.1155/2021/74313692021:1Online publication date: 27-Feb-2021
https://doi.org/10.1155/2021/7431369
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Published In

NordiCHI '16: Proceedings of the 9th Nordic Conference on Human-Computer Interaction

October 2016

1045 pages

ISBN:9781450347631

DOI:10.1145/2971485

General Chairs:
Staffan Björk
University of Gothenburg
,
Eva Eriksson
Chalmers University of Technology
,
Program Chairs:
Morten Fjeld
Chalmers University of Technology
,
Susanne Bødker
University of Aarhus
,
Publications Chairs:
Wolmet Barendregt
University of Gothenburg
,
Mohammad Obaid
Chalmers University of Technology

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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Chalmers University of Technology
SIGCHI: ACM Special Interest Group on Computer-Human Interaction

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 23 October 2016

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NordiCHI '16

NordiCHI '16: 9th Nordic Conference on Human-Computer Interaction

October 23 - 27, 2016

Gothenburg, Sweden

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NordiCHI '16 Paper Acceptance Rate 58 of 231 submissions, 25%;

Overall Acceptance Rate 379 of 1,572 submissions, 24%

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Zhonghang BSiyue LXu Z(2023)Service Process Problem-Solving Based on Flow TrimmingApplied Sciences10.3390/app1304209213:4(2092)Online publication date: 6-Feb-2023
https://doi.org/10.3390/app13042092
Morris LJordaan A(2023)Service Design for Older Adults Using Smart Digital Appliances: Person-Centred Service Design 4.0Service Design for Emerging Technologies Product Development10.1007/978-3-031-29306-1_9(141-160)Online publication date: 21-Jul-2023
https://doi.org/10.1007/978-3-031-29306-1_9
Bai ZLiu CSun HDing M(2021)Complex Service Process Optimization Based on Service Touchpoint Association and the Design Structure MatrixComplexity10.1155/2021/74313692021:1Online publication date: 27-Feb-2021
https://doi.org/10.1155/2021/7431369
van de Sand FFrison AZotz PRiener AHoll Kvan de Sand FFrison AZotz PRiener AHoll K(2019)The Intersection of User Experience (UX), Customer Experience (CX), and Brand Experience (BX)User Experience Is Brand Experience10.1007/978-3-030-29868-5_5(71-93)Online publication date: 13-Nov-2019
https://doi.org/10.1007/978-3-030-29868-5_5
Pettersson ILachner FFrison ARiener AButz AMandryk RHancock MPerry MCox A(2018)A Bermuda Triangle?Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems10.1145/3173574.3174035(1-16)Online publication date: 21-Apr-2018
https://dl.acm.org/doi/10.1145/3173574.3174035
Roto VLee JMattelmäki TZimmerman JMandryk RHancock MPerry MCox A(2018)Experience Design meets Service DesignExtended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems10.1145/3170427.3170626(1-6)Online publication date: 20-Apr-2018
https://dl.acm.org/doi/10.1145/3170427.3170626
Rajanen DClemmensen TIivari NInal YRızvanoğlu KSivaji ARoche A(2017)UX Professionals' Definitions of Usability and UX --- A Comparison Between Turkey, Finland, Denmark, France and Malaysia16th IFIP TC 13 International Conference on Human-Computer Interaction --- INTERACT 2017 - Volume 1051610.1007/978-3-319-68059-0_14(218-239)Online publication date: 25-Sep-2017
https://dl.acm.org/doi/10.1007/978-3-319-68059-0_14

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Experience Design meets Service Design: Method Clash or Marriage?

Designing for User and Brand Experience via Company-wide Experience Goals

Customer experience modeling: designing interactions for service systems

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