Customer experience of using interactive screens in the city

Minna Pura, Kaisa Spilling

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review


Digital screens provide information services and wayfinding in cityspace such as maps, information on sights, events, news and advertising. This paper presents results from a pilot project in Helsinki, Finland, where big touch screens are used for wayfinding and information services in customer service points of the city. The results indicate that users have different expectations of the content based on the situation they are in and in which location the screen is located. Value-in-experience is elaborated on through seven use personas. The results help stakeholders to develop the screen content and user experience further.
Original languageEnglish
Title of host publicationProceedings of QUIS 14 : Accelerate the Impact of Service Research
EditorsXiande Zhao, Jie J. Zhang, Hyun Jeong Han
Number of pages805
Place of PublicationShanghai
PublisherChina Europe International Business School
Publication date18.06.2015
ISBN (Electronic)978-0-692-46156-3
Publication statusPublished - 18.06.2015
MoE publication typeA4 Article in conference proceedings
Event2015 International Research Symposium on Service Excellence in Management (QUIS) - China, Shanghai, China
Duration: 18.06.201521.06.2015
Conference number: 14


  • 512 Business and Management


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