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Product attributes and user experience design: how to convey product information through user-centered service

Author

Listed:
  • Chiuhsiang Joe Lin

    (National Taiwan University of Science and Technology)

  • Lai-Yu Cheng

    (National Taiwan University of Science and Technology)

Abstract

The user experience (UX) is a critical issue in both the product design and service sector. Ensuring that customers can easily understand a product or service and thus ensuring higher satisfaction with the customer–product (service) interaction process is essential for survival among competitive industries. However, few studies have attempted to integrate all relevant factors into a comprehensive model of UX. The present study addresses this need by proposing a conceptual UX interaction model that incorporates the characteristics of usability and user interaction level based on quality of experience. A method to apply the model and the steps to implement the data collection and analysis are also proposed. The UX interaction model requires a systematic approach to: (1) decompose the product or service characteristics during a UX interaction process; (2) determine typology of UX items of each characteristic; and (3) select appropriate and feasible strategies to improve these UX items. A quantitative survey for mobile phone users was developed to investigate differences among types of UX and product characteristics. This study provides valuable empirical evidence on the UX interaction model for particular industries where superior quality service experiences are to be achieved.

Suggested Citation

  • Chiuhsiang Joe Lin & Lai-Yu Cheng, 2017. "Product attributes and user experience design: how to convey product information through user-centered service," Journal of Intelligent Manufacturing, Springer, vol. 28(7), pages 1743-1754, October.
    • Handle: RePEc:spr:joinma:v:28:y:2017:i:7:d:10.1007_s10845-015-1095-8
    DOI: 10.1007/s10845-015-1095-8
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    References listed on IDEAS

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    1. Lai-Yu Cheng & Chih-Wei Yang, 2013. "Conceptual analysis and implementation of an integrated CRM system for service providers," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 307-328, June.
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    Cited by:

    1. Son, Youngdoo & Kim, Wonjoon, 2023. "Development of methodology for classification of user experience (UX) in online customer review," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    2. F. Franceschini & D. Maisano, 2020. "Adapting Thurstone’s Law of Comparative Judgment to fuse preference orderings in manufacturing applications," Journal of Intelligent Manufacturing, Springer, vol. 31(2), pages 387-402, February.
    3. Liang Hou & Roger J. Jiao, 2020. "Data-informed inverse design by product usage information: a review, framework and outlook," Journal of Intelligent Manufacturing, Springer, vol. 31(3), pages 529-552, March.

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