Paper Type
Short
Paper Number
1767
Description
Contemporary businesses are transforming the user experience into a multi-experience by leveraging multiple devices and modalities. This shift enables consumers to seamlessly transition between devices for their daily tasks. With advancements in information and communication technologies, there has been an exponential rise in experiential goods and services. However, these developments present unique challenges for user experience designers. One such challenge is measuring multi-device experiences, which is complicated by the diversity and complexity of devices, user behaviours, and data sources. This research adopts a multifaceted qualitative methodology, gathering data from various sources including an extensive literature review, interviews with 35 customers, and insights from 15 subject matter experts. Grounded in 3C framework, schema theory, and theory of embodied cognition, this study proposes a new 5C framework for Multiexperience (MX). The proposed framework suggests consistency, complementarity, continuity, convenience, and customisation dimensions are imperative in understanding and enhancing user experiences across diverse devices.
Recommended Citation
Dua, Sahil; Jain, Shilpi; and Khattri, Varsha, "Elevating User Experiences: Introducing Multiexperience Framework" (2024). PACIS 2024 Proceedings. 8.
https://aisel.aisnet.org/pacis2024/track08_digtech_fow/track08_digtech_fow/8
Elevating User Experiences: Introducing Multiexperience Framework
Contemporary businesses are transforming the user experience into a multi-experience by leveraging multiple devices and modalities. This shift enables consumers to seamlessly transition between devices for their daily tasks. With advancements in information and communication technologies, there has been an exponential rise in experiential goods and services. However, these developments present unique challenges for user experience designers. One such challenge is measuring multi-device experiences, which is complicated by the diversity and complexity of devices, user behaviours, and data sources. This research adopts a multifaceted qualitative methodology, gathering data from various sources including an extensive literature review, interviews with 35 customers, and insights from 15 subject matter experts. Grounded in 3C framework, schema theory, and theory of embodied cognition, this study proposes a new 5C framework for Multiexperience (MX). The proposed framework suggests consistency, complementarity, continuity, convenience, and customisation dimensions are imperative in understanding and enhancing user experiences across diverse devices.
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