Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Applying cross-channel user experience design theory to practice: A case study of a public transportation company in Sweden
Jönköping University, Jönköping International Business School, JIBS, Business Informatics.
Jönköping University, Jönköping International Business School, JIBS, Business Informatics.
2015 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The emergence of digital technology, social media and ubiquitous computing in the 21stcentury changed customer behavior and created new possibilities, but also challenges, forcompanies offering their services. The new customer generation is more tech-savvy thanever before, and therefore places higher demands on companies to have well-designed experienceswith services that can be consumed through various channels. This study investigatesthese service environments to see if they are actively shaped to cross-channel ecosystemsby the companies or if the companies react to the demands of their customers. Furthermore,the goal of this thesis is to find out how the current theory of cross-channel userexperience can assist in formulating design strategies for service ecosystems. To determinethis, the authors conducted a theoretical analysis of the current IS literature and created,based on that, a cross-channel user experience design framework. Within a case study of aSwedish transportation company, company and user interviews, direct observations of theavailable service artifacts, analysis of documentation, and the design of the user journeyswere executed to assess the as-is ecosystem. On the basis of these results, it was proventhat cross-channel ecosystems are shaped based on user demands. The created frameworkwas applied to formulate a language of critique of the cross-channel user experience designof the underlying case study, and the framework was proven to be applicative to practiceafter adjusting it to its final version.

Place, publisher, year, edition, pages
2015. , 157 p.
Keyword [en]
UX, UXD, cross-channel, service ecosystem, cross-channel ecosystem, public transportation, information architecture, heuristics, cross-channel UXD framework
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:hj:diva-27052ISRN: JU-IHH-IKA-2-20150002OAI: oai:DiVA.org:hj-27052DiVA: diva2:818867
External cooperation
Karlstadsbuss
Subject / course
IHH, Informatics
Supervisors
Examiners
Available from: 2015-06-29 Created: 2015-06-09 Last updated: 2015-06-29Bibliographically approved

Open Access in DiVA

fulltext(21750 kB)720 downloads
File information
File name FULLTEXT01.pdfFile size 21750 kBChecksum SHA-512
b979404e0429379b412304dc28d80db27ab1cc6ada5b239e51acb48b698e32c6d4a5c209e3b2eb482092f5edc25bdfce69c05f5a1247a7d1b45d3da4b88c5e42
Type fulltextMimetype application/pdf

By organisation
JIBS, Business Informatics
Information Systems, Social aspects

Search outside of DiVA

GoogleGoogle Scholar
Total: 720 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 675 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf