A pattern language for touch point ecosystem user experience: a proposal

Pramod Khambete
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引用次数: 12

Abstract

The construct of Touch Point, in relation to the firm-customer engagement has been defined. It is argued that there is a need to adopt a Touch Point Ecosystem perspective. A customer interacts during a sustained relationship with a firm via several Touch Points that constitute the ecosystem, to bring in focus the connectedness and evolution of Touch Points to meet changing socio-technical contexts. The challenges in designing the user interactions and resulting experience when a user interacts with the Touch Point Ecosystem need a multidisciplinary approach. Patterns and Pattern Language can provide the necessary framework in developing solutions which are rooted in the context of the problems, yet are not prescriptive. A pattern language for Touch Point Ecosystem User Experience is proposed and two examples of proposed patterns are discussed.
一种用于接触点生态系统用户体验的模式语言:建议
接触点的结构,关系到企业客户的参与已经被定义。有人认为有必要采用触点生态系统的观点。客户通过构成生态系统的几个接触点与公司保持持续的关系,以关注接触点的连通性和演变,以满足不断变化的社会技术环境。当用户与触点生态系统交互时,设计用户交互和最终体验的挑战需要多学科的方法。模式和模式语言可以为开发解决方案提供必要的框架,这些解决方案根植于问题的上下文中,但不是规定性的。提出了一种面向触点生态系统用户体验的模式语言,并讨论了两个模式示例。
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