User experience analysis on urban interaction and information service in smart city nodes

Abstract

Numerous information communication technologies (ICTs) are adopted in urban nodes to broadcast messages, convey urban expressions, and create urban interaction for certain locations in smart city development. However, evaluation of these new applications is lacking from a user perspective. By incorporating service design, which provides a broader perspective on user needs, this study analyzes user experiences created by new urban interaction and information service at smart city nodes. Based on the participant observation method, activities, social interactions, space attributes and other related phenomena are mapped out to identify the unique strengths and limitations of this urban node. Additionally, a case study involving an installed digital signage array and floor QR code information tags near a smart city node is performed to analyze user experiences. Moreover, two perspectives on user experience are proposed. Analysis results indicate that besides developing ICT applications, user experiences of urban interaction and information service should also be incorporated in smart city development. Thus, the smart city nodes can offer more opportunities to improve the quality of interaction and service. Results of this study contribute to interdisciplinary studies involving service design, user experience analysis and smart city development.