Experience Design for Multiple Customer Touchpoints

Abstract

A burgeoning topic in the field of UX is designing users' experiences in different channels and touchpoints between an organization and the user. The work so far has largely focused on responsive transmedia design. However, when UX design meets service design, a deeper and broader perspective of the topic emerges: how users' experiences evolve along the customer journey through different touchpoints. Multi-touchpoint experience design aims to build a harmonious experience journey through the touchpoints. This one-day workshop has four objectives: (i) to clarify the terminology in this emerging research area, (ii) to understand the opportunities and challenges of multi-touchpoint experience design through case studies in different application contexts, (iii) to identify intriguing research themes, and (iv) to build a community in this area.