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

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...

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Bibliographic Details
Main Author: Kim, Yong Se
Format: Conference Proceeding
Language:English
Subjects:
Customer services
Customization
Design engineering
Design thinking
Designers
Digital technology
International conferences
Methods
Real time
Validity
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Description
Summary: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.
ISSN:2732-527X
2732-527X
DOI:10.1017/pds.2023.17