Designers aspire to create engaging and desirable experiences. To that end they study users, aiming to better understand their preferences, ways of thinking and desired outcomes. In the service sector this task is more intricate as experiences encompass the whole customer journey, or the sequence of moments of interaction between customer and company. In services, one poorly designed interaction can severely compromise the overall experience. Despite experience holistic nature, current methods address its components separately, failing to provide an overall systematized picture. This paper presents Customer Experience Modeling, a novel multidisciplinary approach to systematize, represent and evaluate customer experiences to guide service and interaction design efforts. We illustrate this method with an application to a multimedia service provider built upon 17 interviews with service users. © 2011 IFIP International Federation for Information Processing.
CITATION STYLE
Teixeira, J., Patrício, L., Nunes, N. J., & Nóbrega, L. (2011). Customer experience modeling: Designing interactions for service systems. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 6949 LNCS, pp. 136–143). https://doi.org/10.1007/978-3-642-23768-3_11
Mendeley helps you to discover research relevant for your work.