UX Expeditions in Business-to-Business Heavy Industry – Lessons Learned

Virpi Roto; Eija Kaasinen; Maaria Nuutinen; Marko Seppänen

doi:10.1145/2851581.2851600

Abstract

Traditionally, user experience research has focused on consumer products, and there is little research on the role of experience design in business-to-business industry. This paper shortly reports the lessons learned on introducing experience design to Finnish metals and engineering industry during a 5-year research programme. It proved important to prepare the organization to the experience thinking, to give practical means to designing for experiences, to provide distinctive experiences in all touchpoints, and to widely advertise the benefits of experience-driven design. Investing in experiences ultimately pays off by enhanced competitive advantage. We call for more research on experience design in this domain by suggesting research topics for the future.

Original language	English
Pages	833-839
Number of pages	7
DOIs	https://doi.org/10.1145/2851581.2851600
Publication status	Published - May 2016
Event	ACM SIGCHI Annual Conference on Human Factors in Computing Systems - San Jose, United States Duration: 7 May 2016 → 12 May 2016 Conference number: 34 https://chi2016.acm.org/wp/

Conference

Conference	ACM SIGCHI Annual Conference on Human Factors in Computing Systems
Abbreviated title	ACM CHI
Country/Territory	United States
City	San Jose
Period	07/05/2016 → 12/05/2016
Internet address	https://chi2016.acm.org/wp/

Keywords

User experience-driven design
Experience design
Business-to-business industry
Mindset change
Experience goals
Touchpoints

Access to Document

10.1145/2851581.2851600

Cite this

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abstract = "Traditionally, user experience research has focused on consumer products, and there is little research on the role of experience design in business-to-business industry. This paper shortly reports the lessons learned on introducing experience design to Finnish metals and engineering industry during a 5-year research programme. It proved important to prepare the organization to the experience thinking, to give practical means to designing for experiences, to provide distinctive experiences in all touchpoints, and to widely advertise the benefits of experience-driven design. Investing in experiences ultimately pays off by enhanced competitive advantage. We call for more research on experience design in this domain by suggesting research topics for the future.",

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AU - Kaasinen, Eija

AU - Nuutinen, Maaria

AU - Seppänen, Marko

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PY - 2016/5

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AB - Traditionally, user experience research has focused on consumer products, and there is little research on the role of experience design in business-to-business industry. This paper shortly reports the lessons learned on introducing experience design to Finnish metals and engineering industry during a 5-year research programme. It proved important to prepare the organization to the experience thinking, to give practical means to designing for experiences, to provide distinctive experiences in all touchpoints, and to widely advertise the benefits of experience-driven design. Investing in experiences ultimately pays off by enhanced competitive advantage. We call for more research on experience design in this domain by suggesting research topics for the future.

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KW - Experience design

KW - Business-to-business industry

KW - Mindset change

KW - Experience goals

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Y2 - 7 May 2016 through 12 May 2016