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Knowledge Base Repository

In addition to research papers, the Design Society is developing several valuable resources for those interested in the study of design. These include a repository of PhD theses, a library of case studies and transcripts of design activities, and an archive of our newsletters. Please note that these resources are accessible exclusively to Design Society members.

A Framework for Smart Experience Design based on Zero-Party Customer Experience Data

Kim, Yong Se

Type:
Papers
DS 122: Proceedings of the Design Society: 24th International Conference on Engineering Design (ICED23)
Year:
2023
Editor:
Kevin Otto, Boris Eisenbart, Claudia Eckert, Benoit Eynard, Dieter Krause, Josef Oehmen, Nadège Troussier
Author:
Kim, Yong Se
Series:
ICED
Institution:
University of Turku
Section:
Design Methods
Page(s):
0161-0170
DOI number:
https://doi.org/10.1017/pds.2023.17
ISSN:
2732-527X
Abstract:
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 design, Service design, Data-Driven Design, Customer Experience Data
ICED23 International Conference on Engineering Design
Conferences

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