Customer Experience Modeling: Designing Interactions for Service Systems - Human-Computer Interaction – INTERACT 2011 Access content directly
Conference Papers Year : 2011

Customer Experience Modeling: Designing Interactions for Service Systems

Jorge Teixeira
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  • PersonId : 1018086
Lia Patrício
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Nuno J. Nunes
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  • PersonId : 1004943
Leonel Nobrega
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  • PersonId : 1017209

Abstract

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.
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hal-01597039 , version 1 (28-09-2017)

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Jorge Teixeira, Lia Patrício, Nuno J. Nunes, Leonel Nobrega. Customer Experience Modeling: Designing Interactions for Service Systems. 13th International Conference on Human-Computer Interaction (INTERACT), Sep 2011, Lisbon, Portugal. pp.136-143, ⟨10.1007/978-3-642-23768-3_11⟩. ⟨hal-01597039⟩
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