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.
| Original language | English |
|---|---|
| Title of host publication | NordiCHI '16. Proceedings of the 9th Nordic Conference on Human-Computer Interaction |
| Place of Publication | New York, NY, USA |
| Publisher | ACM |
| ISBN (Print) | 978-1-4503-4763-1 |
| DOIs | |
| Publication status | Published - 23 Oct 2016 |
| Publication type | A4 Article in conference proceedings |
| Event | NORDIC CONFERENCE ON HUMAN-COMPUTER INTERACTION - Duration: 1 Jan 1900 → … |
Conference
| Conference | NORDIC CONFERENCE ON HUMAN-COMPUTER INTERACTION |
|---|---|
| Period | 1/01/00 → … |
Keywords
- Multi-touchpoint design, brand experience, customer experience, experience design, omnichannel design, service design, user experience
Publication forum classification
- Publication forum level 1