User Centered Design of Innovative E-Service Solutions - A Scientific Approach to User Fascination
Christian Zagel, Freimut Bodendorf · 2012
Achieving and retaining leadership in today's consumer industry requires the consistent renewal of not only products but also their presentation and all customer focused services. This work introduces a scientific concept for designing highly valuable IT based service solutions. A combination of different fields of research, including psychology, design and information science, forms the basis for user centered design of fascinating e-services. Especially the application of new technologies in either existing or completely new services is investigated. Based on customer observations and interviews a prototype of an interactive shopping window for the fashion industry is created. The concept addresses adolescents, blurring the boundaries between the real and the virtual world.