LOGIN TO YOUR ACCOUNT

Username
Password
Remember Me
Or use your Academic/Social account:

CREATE AN ACCOUNT

Or use your Academic/Social account:

Congratulations!

You have just completed your registration at OpenAire.

Before you can login to the site, you will need to activate your account. An e-mail will be sent to you with the proper instructions.

Important!

Please note that this site is currently undergoing Beta testing.
Any new content you create is not guaranteed to be present to the final version of the site upon release.

Thank you for your patience,
OpenAire Dev Team.

Close This Message

CREATE AN ACCOUNT

Name:
Username:
Password:
Verify Password:
E-mail:
Verify E-mail:
*All Fields Are Required.
Please Verify You Are Human:
fbtwitterlinkedinvimeoflicker grey 14rssslideshare1
Barker, Tom; Haeusler, Hank (2010)
Publisher: Marmara University
Languages: English
Types: Article
Subjects: NC
'Customer experience' is a term that covers a wide range of activities that take place between suppliers and users of products and services. LaSalle and Britton define it as 'a holistic experience which involves a person - as opposed to a customer - as a whole at different levels and in every interaction between such person and a company' (2003). This research considers a key aspect of such an holistic experience: that which is embodied in the product or service under consideration. In the context of increasing mobile technology convergence, the paper considers new approaches that focus on developing the necessary underlying enablers and common interaction flows that are required to deliver a designed experience, taking into account the increasing number of mobile operating systems and service delivery platforms. Ultimately these models move towards allowing users to 'co-create their own unique experiences' (Pralahad and Ramswamy, 2004). The convergence between IT and telecommunications domains presents a unique challenge to product and service designers. Services are increasingly accessible via multiple delivery devices and delivery networks. This trend has been seen most recently in the advent of Internet based services being delivered via mobile phones where 'mobile service delivery and technologies have become the glue between previously secluded 'telecom' and "IT' domains' (Karrberg and Liebenau, 2006). At the same time network operators are trying to tighten their relationship with their customers by offering 'sticky' services aimed at raising the barriers to customer mobility. These two trends lead to a new design challenge: how to design a recognisably consistent and compelling product customer experience that applies over all delivery services, operating systems and networks. Solutions to this problem have to date been either technology led, focussing on integrated delivery platforms, or reliant on rule-based design. Crucial to this analysis is the 'role\ud Please use this identifier to cite or link to this item:
  • The results below are discovered through our pilot algorithms. Let us know how we are doing!

    • Addis, M and Holbrook, M.B. (2001). On the COllccptuallink between mass customisation and experiential consumption: An explosion of subjectivity. Journal a/Collsllmer Behm'iour 1(1), 50-66.
    • Adoiphs, It, Cognitive Neuroscience Of Human Social Behaviour, Nature Reviews, Neuroscience, Vol. 4, pp 165-178, M,u-ch 2003.
    • BarkerT, Haeus!er II, Maguire F, McDermott J. (2009) Politics and Demographic, Questions of Crowd Based Interface and Polling, OZCHl, Melbourne, Australia.
    • Barker T, Haeusler M. (2010) Urban Digital Media - Facilitating the intersection between science, the ftIts and culture in the arena of technology and building. CAADRIA, Hong Kong.
    • Barker T, Hall A. (2009) GoGlobal: How can contemporary design collaboration and e-commerce models grow the creative industries in developing countries? IASDR, Seoul, Korea.
    • Barker T. Hall A. (201 0) Design collectives in education: evaluating the atelier format and the use of teaching narrative for collective cultural and creative !earning, and the subsequent impact on professional practice. Conference on Alternative Pmctices in Design'. The Collective - Past, Prcsellt & Futllre, RMJT, Melbourne, Australia.
    • Barker T, Kokotovich V. (2010) Technological change: moving forward together. COVE, Mallorca, Spain.
    • Barker T, Kokotovich V. (201O) The impact of modular product design on illnovation compared with design from first principles, DRS20JQ, Montreal, Canada
    • Beilharz, K. A., Ferguson, S. (2009) 'An interface and Framework Design for Interactive Aesthetic Sonification, in Proceedings oflhe 15'h International Conference on Auditory Display, Copenhagen, Denmark, May 18-22, pp. 232-239.
    • Duchenne G. (1862) Mecanisme de la Physionomie Humaine.
    • Dyson, G. (1998) Darwin Among The Machines Pub Penguin ISBN10: 0140267441.
    • Essa, Irian A. & Pentland, Alex P. (1995) Coding. Analysis, Interpretation, and Recognition of Facial Expressions in IEEE Transactions on Pattern Analysis and Machine Intelligence.
    • Gibson, W. (1984), Neuromancer, Pub Voyager ISBN-lO: 00%480411.
    • Karrberg, P. & Liebenau, 1. (2006), "Mobile service de1ivC!1' business models in Europe and Japan: The shift from "wherever and whenever" to "right here and now", 18'/' Anllual IEEE International Symposium 0/1 Personal, Indoor alld Mobile R{j{iio Communicatioll.
    • LaSalle, D and llrittoll, T.A. (2003) Priceless: Turning ordinary products into extraordinary experiences. Harvard bオウゥjャ」セ@ Schoo] Press, Boston.
    • Ling, Rich and Pedersen, Per, cds. (2005) "Mobile Communications; Renegotiation of the Social Sphere", Springer, ISHN-lO: 1852339314
    • McLuhan, M. (1994) "Understanding Media: The Extensions of Mnn". MIT Press ISJ3N-lO: 0262631598
    • Prahalad, C.K. & J
    • Valcnti, R. Scbc, N. Gcvcrs, T. Coiln, I. (2008) Machine T.carning Techniques for Multimedia.
    • Weiner, Norbelt. (1948) Cybernetics: Or the Control and Communication in the Animal and the Machine. Paris, France: Librairie Hermann & Cie, and Cambridge, MA: Mrr Press.Cambridge, MA: MIT Prcss.
  • No related research data.
  • No similar publications.

Share - Bookmark

Cite this article