Hostname: page-component-cd9895bd7-jn8rn Total loading time: 0 Render date: 2024-12-23T23:01:51.897Z Has data issue: false hasContentIssue false
  • English
  • Français

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

Core share and HTML view are not available for this content. However, as you have access to this content, a full PDF is available via the ‘Save PDF’ action button.

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

References

Abramovici, M., Göbel, J.C., Neges, M. (2015), ‘Smart engineering as enabler for the 4th industrial revolution’, In: Fathi, M. (ed.) Integrated Systems: Innovations and Applications, pp. 163–170. Springer.CrossRefGoogle Scholar
Ardolino, M., Rapaccini, M., Saccani, N., Gaiardelli, P., Crespi, G., and Ruggeri, C. (2018), ‘The role of digital technologies for the service transformation of industrial companies’, International Journal of Production Research, 56:6, pp.2116–2132.CrossRefGoogle Scholar
Bitner, M.J. (1992), ‘Servicescapes: the impact of physical surroundings on customers and employees’, Journal of Marketing, Vol. 56 No. 2, pp.57–71.CrossRefGoogle Scholar
Blessing, L. and Chakrabarti, A. (2009), DRM, a Design Research Methodology, Springer.CrossRefGoogle Scholar
Bolton, R.N., Gustafsson, A., McColl-Kennedy, J., Sirianni, N., and Tse, D. (2014), ‘Small Details That Make Big Differences’, Journal of Service Management, 25 (2), 253–274. https://doi.org/10.1108/JOSM-01-2014-0034CrossRefGoogle Scholar
Cantamessa, M., Montagna, F., Altavilla, S., Casagrande-Seretti, A. (2020), ‘Data-driven design: The new challenges of digitalization on product design and development’, Design Science, 6, E27.CrossRefGoogle Scholar
Cho, C.K., Kim, Y.S. and Lee, W.J. (2010) ‘Economical, Ecological and Experience Values for Product-Service Systems’, Proceedings of the 7th Design & Emotion Conference, Chicago.Google Scholar
Choi, Y.J., Ahn, E., Choe, Y., and Kim, Y.S. (2016), ‘Smart Lighting Customization Service; Association of Human Subjective Experience Evaluation with Physical Context Information’, Asia - Design Engineering Workshop (A-DEWS), Osaka.Google Scholar
Chowdhury, S., Haftor, D., and Pashkevich, N. (2018), “Smart product-service systems (smart PSS) in industrial firms: a literature review”, Procedia CIRP, 73, pp. 26–31.CrossRefGoogle Scholar
Costa, N., Patricio, L., Morelli, N., and Magee, C.L. (2018), ‘Bringing Service Design to manufacturing companies: Integrating PSS and Service Design approaches’, Design Studies, Vol.55, pp.112–145.CrossRefGoogle Scholar
Csikszentmihalyi, M., Larson, R., and Prescott, S. (1977), ‘The ecology of adolescent activity and experience’, Journal of Youth and Adolescence 6, pp.281–294.CrossRefGoogle ScholarPubMed
Dewit, I. (2019), Product-Service System Design, a Synthesis Approach, University of Antwerp, Belgium.Google Scholar
Edvardsson, B., Enquist, B. and Johnston, R. (2005), ‘Cocreating customer value through hyperreality in the prepurchase service experience’, Journal of Service Research, Vol. 8 No. 2, pp.149–161.CrossRefGoogle Scholar
Forrester (2020), Straight from the Source: Collecting Zero-Party Data From Customers, https://www.forrester.com/blogs/straight-from-the-source-collecting-zero-party-data-from-customers/, accessed, 2021.10.27.Google Scholar
Goedkoop, M.J., van Halen, C.J.G., te Riele, H.R.M. and Rommens, P.J.M. (1999), Product Service Systems, Ecological and Economic Basics, the Dutch ministries of Environment (VROM) and Economic Affairs (EZ). Hague, The Netherlands.Google Scholar
Lemon, K.N. and Verhoef, P.C. (2016), ‘Understanding customer experience throughout the customer journey’, Journal of Marketing, Vol. 80 No. 6, pp.69–96.CrossRefGoogle Scholar
Liu, A., Wang, Y., Wang, X. (2022), Data-Driven Smart Product Service System’, In: Data-Driven Engineering Design. Springer, Cham.CrossRefGoogle Scholar
Lotame (2019), 1st Party Data, 2nd Party Data, 3rd Party Data: What Does It All Mean?, https://www.lotame.com/1st-party-2nd-party-3rd-party-data-what-does-it-all-mean, accessed, 2021.10.27.Google Scholar
Kim, Y.S. (2020), Representation Framework of Product-Service Systems’, Design Sciences, Vol. 6.CrossRefGoogle Scholar
Kim, Y.S. (2021), Digital Transformation Types for Product-Service Systems’, International Conference on Engineering Design (ICED21), Gothenburg.Google Scholar
Kim, Y. S. (2023), ‘Customer Experience Design for Smart Product-Service Systems Based on the Iterations of Experience – Evaluate – Engage Using Customer Experience Data’, Sustainability, 15 (1).Google Scholar
Kim, Y.S., and Hong, Y.K. (2019), ‘A Systematic Method to Design Product-Service Systems Using Personalization Services based on Experience Evaluations’, International Journal of Product Development, 23 (4), pp.353–385.CrossRefGoogle Scholar
Kim, Y. S., and Hong, Y. K. (2020), Real Time Experience Analyzing System and Method, 10671645, USA Patent and Trademark Office, 2020.06.02.Google Scholar
Kim, Y. S., Kim, J. H., and Hong, Y. K. (2022), Context-Specific Experience Sampling Method and System, 11222348, USA Patent and Trademark Office, 2022.01.11.Google Scholar
Kim, Y.S. and Lee, S.W. (2011), ‘Service Design for Product-Service Systems using Context-Based Activity Modeling’, International Association of Societies of Design Research (IASDR) Conference, Delft.Google Scholar
Kim, Y. S., and Lee, H. (2021), ‘Process Characteristics of Product-Service Systems Development: Comparison of Seven Manufacturing Company Cases’, Journal of Cleaner Production, Vol.286. 1 March 2021, 124971.CrossRefGoogle Scholar
Kim, Y.S. and Park, J.A. (2021), ‘Design Thinking in the Framework of Visual Thinking and Characterization of Service Design Ideation Methods Using Visual Reasoning Model’, The Design Journal, Vol. 24, Issue 6.CrossRefGoogle Scholar
Kim, Y.S., Hong, Y.K., Kim, J.H. and Kim, Y.M. (2011), ‘Context-Specific Experience Sampling for Experience Design Research’, International Conference on Engineering Design (ICED11), Copenhagen.CrossRefGoogle Scholar
Kim, Y. S., Jeong, J. Y., Hong, Y. K., and Hong, S. J. (2020), ‘A Schema for Systematic Service Imagining: Context-Based Activity Modeling’, Sustainability, 12(22).Google Scholar
Klaus, P., and Maklan, S. (2013), ‘Towards a Better Measure of Customer Experience’, International Journal of Market Research, Vol.55, Issue 2, pp.227–246.CrossRefGoogle Scholar
Kotler, P., and Armstrong, G. Principles of Marketing (8th ed.), Prentice Hall International, 1999.Google Scholar
McKim, R. H. (1972), Experiences in visual thinking. Belmont, CA: Wadsworth Publishing.Google Scholar
Park, J. A. and Kim, Y. S. (2007), ‘Visual Reasoning and Design Processes’, International Conference on Engineering Design (ICED07), Paris.Google Scholar
Rodgers, C. (2002), ‘Defining reflection: Another look at John Dewey and reflective thinking’, Teachers College Record, 104 (4), pp.842–866.CrossRefGoogle Scholar
Song, W. and Sakao, T. (2017), ‘A Customization-Oriented Framework for Design of Sustainable Product/Service System’, Journal of Cleaner Production, 140, pp.1672–1685.CrossRefGoogle Scholar
Schwab, K., (2016), The Fourth Industrial Revolution, World Economic Forum.Google Scholar
Tan, A.R. and McAloone, T.C. (2006), ‘Characteristics of Strategies in Product/Service-System Development’, The 9th International Design Conference, Dubrovnik, pp.1435–1442.Google Scholar
Torres, E.N., Lugosi, P., Orlowski, M., and Ronzoni, G. (2018), ‘Customer-led Experience Customization: A Socio-Spatial Approach’, Journal of Service Management, 29 (2), pp.206–229.CrossRefGoogle Scholar
Tukker, A. (2004), ‘Eight Types of Product-Service Systems: Eight Ways to Sustainability? Experiences from SusProNet’, Business Strategy and the Environment, Vol. 13, pp.246–260.CrossRefGoogle Scholar
Tukker, A. (2015), ‘Product services for a resource-efficient and circular economy – A review’, Journal of Cleaner Production, 97, pp. 76–91.CrossRefGoogle Scholar
Valencia, A., Mugge, R., Schoormans, J.P.L, and Schifferstein, H.N.J. (2015), ‘The design of smart product-service systems (PSSs): An exploration of design characteristics’, International Journal of Design, 9(1), pp.13–28.Google Scholar
Verhoef, P.C., Lemon, K.N., Parasuraman, A., Roggeveen, A., Tsiros, M. and Schlesinger, L.A. (2009), ‘Customer experience creation: determinants, dynamics and management strategies’, Journal of Retailing, Vol. 85, pp.31–41.CrossRefGoogle Scholar
Verhoef, P.C., Broekhuizen, T.L.J., Bart, Y., Bhattarcharya, A., Dong, J.Q., Fabian, N.E., and Haenlein, M. (2021), ‘Digital transformation: a multidisciplinary reflection and research agenda’, Journal of Business Research. 122, pp.889–901.CrossRefGoogle Scholar
Wang, Z., Chen, C.-H., Li, X., Zheng, P., Khoo, L. P. (2021), ‘A context-aware concept evaluation approach based on user experiences for smart product-service systems design iteration’, Advanced Engineering Informatics, Vol. 50.CrossRefGoogle Scholar
Zarour, M., and Alharbi, M. (2017), ‘User experience framework that combines aspects, dimensions, and measurement methods’, Cogent Engineering, 4(1).CrossRefGoogle Scholar
Zomerdijk, L.G. and Voss, C.A. (2010), ‘Service design for experience-centric services’, Journal of Service Research, Vol. 13 No. 1, pp.67-82.CrossRefGoogle Scholar