Article

Designing interaction experiences for multi-platform service provision with essential use cases

Authors:

Lia Patrício,

João Falcão e Cunha,

Raymond P. Fisk,

Nuno J. NunesAuthors Info & Claims

IUI '04: Proceedings of the 9th international conference on Intelligent user interfaces

Pages 298 - 300

https://doi.org/10.1145/964442.964511

Published: 13 January 2004 Publication History

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Abstract

This paper addresses the problem of interaction design for service provision to customers in a multi-platform environment. It is based on a qualitative and quantitative study of a Portuguese multi-channel retail bank, and shows that, as most of the financial operations are functionally available across the different service platforms, experience requirements become increasingly influential in customers' usage of the different channels. Different financial services generate different interaction needs, and the fit between experience requirements and channel performance in satisfying those needs has a strong impact on customer channel choices. Based on these findings, essential use cases are applied and extended to capture experience requirements for the different financial operations in a technology independent way. With this approach, interaction designers can identify which platforms are best suited to provide the different services available, improving the multi-channel service as a whole. On the other hand, it also enables the identification of areas of interaction experience that need improvement in each platform, if services offered are likely to be effectively used.

References

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Constantine, L. L. and Lockwood, L. A. D.: Structure and Style in Use Cases for User Interface Design. In: Harmelen, M. V. (eds.): Object Modeling and User Interface Design. Addison-Wesley, Boston, 2001, 245--280.

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[2]

Gupta, S. and Vajic, M., The Contextual and Dialectical Nature of Experiences. In: Fitzimmons, J. A. and Fitzimmons, M. J. (eds.): New Service Development: Creating Memorable Experiences, Sage Publications, Thousand Oaks, 2000, 33--51.

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Norman, D. A.: Progress Report: Emotional Design: Why We Love (or Hate) Everyday Things, available at http://www.jnd.org/books.html#E&Dbook_notes 2003.

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Patrício, L., Cunha, J. F., Fisk, R. F., and Nunes N. J.: Addressing Marketing Requirements in User Interface Design for Multiple Platforms, in Proceedings of DSV -- IS'2003 (Madeira, Portugal, June 2003), LNCS, Springer Verlag.

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[5]

Patrício, L., Cunha, J. F., Fisk, R. F., and Nunes N. J.: Using Essential Use Cases for Multi-Platform Service Design, http://foruse.com/publications/index.htm, 2003.

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Preece, J., Rogers, Y., and Sharp, H.: Interaction Design, Beyond Human Computer Interaction, New York, John Wiley & Sons, 2000.

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Cited By

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Nóbrega LNunes NCoelho H(2005)Mapping concurtasktrees into UML 2.0Proceedings of the 12th international conference on Interactive Systems: design, specification, and verification10.1007/11752707_20(237-248)Online publication date: 13-Jul-2005
https://dl.acm.org/doi/10.1007/11752707_20

Index Terms

Designing interaction experiences for multi-platform service provision with essential use cases
1. Computing methodologies
  1. Modeling and simulation
    1. Model development and analysis
      1. Modeling methodologies
2. Human-centered computing
  1. Human computer interaction (HCI)
    1. HCI design and evaluation methods
    2. HCI theory, concepts and models
  2. Interaction design
    1. Interaction design process and methods
      1. User centered design
    2. Interaction design theory, concepts and paradigms

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Information & Contributors

Information

Published In

IUI '04: Proceedings of the 9th international conference on Intelligent user interfaces

January 2004

396 pages

ISBN:1581138156

DOI:10.1145/964442

Conference Chair:
Jean Vanderdonckt
University Louvain (BE)
,
Program Chairs:
Nuno Jardim Nunes
University of Madeira (PT)
,
Charles Rich
Mitsubishi Electric Research Laboratories (US)

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 13 January 2004

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IUI-CADUI04

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IUI-CADUI04: Intelligent User Interface

January 13 - 16, 2004

Funchal, Madeira, Portugal

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IUI '04 Paper Acceptance Rate 72 of 140 submissions, 51%;

Overall Acceptance Rate 746 of 2,811 submissions, 27%

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Nóbrega LNunes NCoelho H(2005)Mapping concurtasktrees into UML 2.0Proceedings of the 12th international conference on Interactive Systems: design, specification, and verification10.1007/11752707_20(237-248)Online publication date: 13-Jul-2005
https://dl.acm.org/doi/10.1007/11752707_20

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Cited By

Index Terms

Recommendations

Customer Experience Requirements for Multi-platform Service Interaction: Bringing Services Marketing to the Elicitation of User Requirements

Autonomous service level agreement negotiation for service composition provision

Service interaction design: A Hawk-Dove game based approach to managing customer expectations for oligopoly service providers