Addressing the Challenges of Multi-touchpoint Experience Design for Mobile Services

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Addressing the Challenges of Multi-touchpoint Experience Design for Mobile Services

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Title: Addressing the Challenges of Multi-touchpoint Experience Design for Mobile Services
Context-awareness Might Work
Author: Qin, Xiangang; Effie, Law; Clemmensen, Torkil
Abstract: The quality of user experience relies heavily on the consistence and integration of multiple touch points along the journey of purchasing and using mobile services. The challenges caused by fragmented and distributed touch points might be well tackled by providing context-awareness design (CAD). By analyzing the context of using mobile music services we come up with a framework of CAD. CAD can sense the differences of contexts behind multiple touch points, understand the meaning underneath, predict upcoming possible actions, give advice to users and offer customized and adaptive services.
URI: http://hdl.handle.net/10398/9391
Date: 2016-11-18
Notes: Paper presented at NordiCHI2016, WS19: Experience Design for Multiple Customer Touchpoints. Gothenburg, Sweden. Oct. 23-27, 2016.

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