Workshop in conjunction with NordiCHI’16 conference
Deadline for papers: August
1 25, 2016
Notification of acceptance: September 3, 2016
Workshop: October 24, 2016 (Monday 9-17)
Queries to Virpi Roto
Multi-touchpoint design; Experience design; Service design; Omnichannel design; User experience; Customer experience; Brand experience
A burgeoning topic in the field of user experience (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 aims to clarify the terminology in this emerging research area, understand the opportunities and challenges of multi-touchpoint experience design through case studies in different application contexts, identify intriguing research themes, and build a community in this area.
Multi-touchpoint experience design builds on many disciplines. Digitalization of touchpoints increases the relevance of this topic for human-computer interaction (HCI) and especially user experience (UX) professionals. However, this cannot go without understanding the co-existing non-digital channels. Multi-touchpoint experience design requires a holistic understanding of the customer journey and means to design for harmonious customer/user experiences at the touchpoints.
Multi-touchpoint experience design builds on UX, Service, and Omnichannel design.
This workshop aims to clarify the terminology in this emerging research area, understand the opportunities and challenges of multi-touchpoint experience design through case studies in different application contexts, identify the emerging research themes, and build a community in this area.
The workshop invites submissions from academia and industry, addressing multi-touchpoint experiences from various perspectives, e.g.,
- Cases on harmonizing the user (customer) experience in different touchpoints
- Opportunities and challenges in multi-touchpoint experience design
- Approaches to designing for and evaluating multi-touchpoint experiences
- Means to combine human- and brand-centric design
- Analysis of earlier research in this area.
The workshop fee will be an additional ~75€ to the NordiCHI’16 conference fee (one day conference fee at minimum). Registration to this workshop is allowed only for the accepted participants.