A4 Refereed article in a conference publication
A FRAMEWORK FOR SMART EXPERIENCE DESIGN BASED ON ZERO-PARTY CUSTOMER EXPERIENCE DATA
Authors: Kim Yong Se
Editors: N/A
Conference name: International Conference in Engineering Design
Publisher: Cambridge University Press
Publication year: 2023
Journal: Proceedings of the Design Society
Book title : ICED23: The 24th International Conference on Engineering Design
Journal name in source: Proceedings of the Design Society
Series title: Proceedings of the Design Society
Volume: 3
First page : 161
Last page: 170
ISSN: 2732-527X
eISSN: 2732-527X
DOI: https://doi.org/10.1017/pds.2023.17
Web address : https://doi.org/10.1017/pds.2023.17
Self-archived copy’s web address: https://research.utu.fi/converis/portal/detail/Publication/180544923
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.
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