Experience Design for Multiple Customer Touchpoints

Virpi Roto; Heli Väätäjä; Effie Law; Rachel Powers

doi:10.1145/2971485.2987685

Experience Design for Multiple Customer Touchpoints

Virpi Roto, Heli Väätäjä, Effie Law, Rachel Powers

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review

9 Citations (Scopus)

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	Proceedings of the 9th Nordic Conference on Human-Computer Interaction (NordiCHI'16)
Place of Publication	New York
Publisher	ACM
ISBN (Print)	978-1-4503-4763-1
DOIs	https://doi.org/10.1145/2971485.2987685
Publication status	Published - Oct 2016
MoE publication type	A4 Conference publication
Event	Nordic Conference on Human-Computer Interaction - Gothenburg, Sweden Duration: 23 Sept 2016 → 27 Sept 2016 Conference number: 9 http://www.nordichi2016.org http://www.nordichi2016.org/

Conference

Conference	Nordic Conference on Human-Computer Interaction
Abbreviated title	NordiCHI
Country/Territory	Sweden
City	Gothenburg
Period	23/09/2016 → 27/09/2016
Internet address	http://www.nordichi2016.org http://www.nordichi2016.org/

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10.1145/2971485.2987685

Cite this

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title = "Experience Design for Multiple Customer Touchpoints",

abstract = "A burgeoning topic in the field of UX is designing users{\textquoteright} 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{\textquoteright} 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.",

author = "Virpi Roto and Heli V{\"a}{\"a}t{\"a}j{\"a} and Effie Law and Rachel Powers",

year = "2016",

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language = "English",

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publisher = "ACM",

address = "United States",

note = "Nordic Conference on Human-Computer Interaction, NordiCHI ; Conference date: 23-09-2016 Through 27-09-2016",

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AU - Väätäjä, Heli

AU - Law, Effie

AU - Powers, Rachel

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AB - 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.

U2 - 10.1145/2971485.2987685

DO - 10.1145/2971485.2987685

M3 - Conference article in proceedings

SN - 978-1-4503-4763-1

BT - Proceedings of the 9th Nordic Conference on Human-Computer Interaction (NordiCHI'16)

PB - ACM

CY - New York

T2 - Nordic Conference on Human-Computer Interaction

Y2 - 23 September 2016 through 27 September 2016

ER -

Experience Design for Multiple Customer Touchpoints

Abstract

Conference

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