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A FRAMEWORK FOR SMART EXPERIENCE DESIGN BASED ON ZERO-PARTY CUSTOMER EXPERIENCE DATA

Published online by Cambridge University Press:  19 June 2023

Yong Se Kim
Yong Se Kim*
Affiliation:
University of Turku
*
Kim, Yong Se, University of Turku, Finland, [email protected]

Abstract

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Data about customer experiences would be critical in smart product-service systems. Research is desired on how to establish a framework for Smart Experience Design based on customer experience data so that determining what kinds of customer data are needed and how these data are acquired effectively can be supported. This paper presents a framework and a method to design customer experience personalization services based on customer experience evaluation data obtained in real time and accumulated together with context data. Two illustrative cases are provided to demonstrate the validity of the framework of smart experience design based on customer experience data.

Keywords

Product-Service Systems (PSS)Experience designService designData-Driven DesignCustomer Experience Data
Type
Article
Information
Proceedings of the Design Society , Volume 3: ICED23 , July 2023 , pp. 161 - 170
Creative Commons
Creative Common License - CCCreative Common License - BYCreative Common License - NCCreative Common License - ND
This is an Open Access article, distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives licence (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is unaltered and is properly cited. The written permission of Cambridge University Press must be obtained for commercial re-use or in order to create a derivative work.
Copyright
The Author(s), 2023. Published by Cambridge University Press

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