Towards a life cycle framework of mobile service user experience
Kaisa Väänänen, Heli Väätäjä · 2008
Recently, interactive Internet services – also referred to as Web 2.0 services – are attracting users with their new features based on social networking, user-generated content and service mash-ups. Compared to physical products, the user experience of Web services has several special challenges, such as the intangible characteristics and dynamically changing content of the service, and multiple interaction styles on different service platforms. In this paper, we focus on the service user experience (SUX) life cycle and present a tentative framework for the SUX elements across the phases of the service life cycle. We conclude by discussing how the special characteristics of mobile services should be taken into account in the SUX life cycle framework.