Customer experience of using interactive screens in the city

Minna Pura; Kaisa  Spilling

Customer experience of using interactive screens in the city

Minna Pura, Kaisa Spilling

CERS - Centre for Relationship Marketing and Service Management, Helsingfor

Forskningsoutput: Kapitel i bok/rapport/konferenshandling › Konferensbidrag › Vetenskaplig › Peer review

Sammanfattning

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.

Originalspråk	Engelska
Titel på gästpublikation	Proceedings of QUIS 14 : Accelerate the Impact of Service Research
Redaktörer	Xiande Zhao, Jie J. Zhang, Hyun Jeong Han
Antal sidor	805
Utgivningsort	Shanghai
Förlag	China Europe International Business School
Utgivningsdatum	18.06.2015
Sidor	797
ISBN (elektroniskt)	978-0-692-46156-3
Status	Publicerad - 18.06.2015
MoE-publikationstyp	A4 Artikel i en konferenspublikation
Evenemang	2015 International Research Symposium on Service Excellence in Management (QUIS) - China, Shanghai, Kina Varaktighet: 18.06.2015 → 21.06.2015 Konferensnummer: 14

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512 Företagsekonomi

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@inproceedings{84cd98192bf043e9ad44c74e9df3919d,

title = "Customer experience of using interactive screens in the city",

abstract = "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.",

keywords = "512 Business and Management",

author = "Minna Pura and Kaisa Spilling",

note = " Volume: Proceeding volume: ; 2015 International Research Symposium on Service Excellence in Management (QUIS), QUIS ; Conference date: 18-06-2015 Through 21-06-2015",

year = "2015",

month = jun,

day = "18",

language = "English",

pages = "797",

editor = "Xiande Zhao and Zhang, {Jie J.} and Han, {Hyun Jeong}",

booktitle = "Proceedings of QUIS 14",

publisher = "China Europe International Business School",

address = "China",

}

Customer experience of using interactive screens in the city. / Pura, Minna; Spilling, Kaisa .

Proceedings of QUIS 14: Accelerate the Impact of Service Research. red. / Xiande Zhao; Jie J. Zhang; Hyun Jeong Han. Shanghai : China Europe International Business School, 2015. s. 797.

Forskningsoutput: Kapitel i bok/rapport/konferenshandling › Konferensbidrag › Vetenskaplig › Peer review

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AU - Spilling, Kaisa

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N2 - 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.

AB - 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.

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BT - Proceedings of QUIS 14

A2 - Zhao, Xiande

A2 - Zhang, Jie J.

A2 - Han, Hyun Jeong

PB - China Europe International Business School

CY - Shanghai

T2 - 2015 International Research Symposium on Service Excellence in Management (QUIS)

Y2 - 18 June 2015 through 21 June 2015

ER -

Customer experience of using interactive screens in the city

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