ISSN: 1896-382X
eISSN: 2353-2866
OAI
DOI: 10.18276/epu.2018.131/2-13
Issue archive /
nr 131 (2) 2018
Approach to exploring users’ expectations of digital services’ functionality
| Authors: |
Radka
Nacheva
University of Economics – Varna, Bulgaria Faculty of Computer Sciences Informatics Department Snezhana Sulova University of Economics – Varna |
| Keywords: | user experience digital services e-commerce text mining UX strategy |
| Whole issue publication date: | 2018-05-12 |
| Page range: | 9 (137-145) |
| Klasyfikacja JEL: | C83 C88 |
Abstract
The rapid adaptation of the technologies in everyday life increases the competition between companies. The constant changes in customer preferences cause the businesses to look for new ways to increase market share and consumer loyalty. There is a need for a new customer service strategy, aimed at applying principles of user-oriented design of software applications. The main purpose of our study is to propose and approbate a survey-based approach to exploring users’ expectations from digital services’ functionality
Download file
Article file
Bibliography
| 1. | Amin, Sh. (2017). UX Strategy and Creating Successful Products. Retrieved from: https://uxplanet.org/ux-strategy-and-creating-successful-products-9de855ab56da (4.01.2018). |
| 2. | Baty, St. (2009). What is an Experience Strategy? Retrieved from: http://johnnyholland.org/ 2009/06/what-is-an-experience-strategy/ (3.01.2018). |
| 3. | Baxter, K., Courage, C., Caine, K. (2015). Understanding Your Users: A Practical Guide to User Research Methods. Burlington: Morgan Kaufmann Publishers. |
| 4. | Chen, Z., Zhu, S. (2011). The research of mobile application user experience and assessment model. Proceedings of 2011 International Conference on Computer Science and Network Technology (p. 2832–2835). |
| 5. | Consolvo, S. et. al. (2017). Mobile User Research: A Practical Guide. San Rafael: Morgan & Claypool. |
| 6. | Goldkuhl, G., Röstlinger, A. (2010). Development of public e-services - a method outline. Retrieved from: http://www.vits.org/publikationer/dokument/722.pdf (4.01.2018). |
| 7. | Goodman, E. et. al. (2012). Observing the User Experience, Second Edition: A Practitioner's Guide to User Research. Burlington: Morgan Kaufmann Publishers. |
| 8. | Holgersson, J. (2014). User Participation in Public E-Service Development (Doctoral dissertation). Retrieved from: http://his.diva-portal.org/smash/get/diva2:760905/FULLTEXT01.pdf. |
| 9. | Kannan, P.K. (2013). Designing and Pricing Digital Content Products and Services: A Research Review. Review of Marketing Research (p. 97–114). Emerald Group Publishing. |
| 10. | Lang, J., Howell, E. (2017). Researching UX: User Research. SitePoint. |
| 11. | Levy, J. (2003). UX Strategy: How to Devise Innovative Digital Products that People Want. Sebastopol: O'Reilly Media, Inc. |
| 12. | Loo, T. (2017). What is user experience strategy? Retrieved from: http://www.foolproof.co.uk/ thinking/what-is-user-experience-strategy/ (3.01.2018). |
| 13. | Miller, R. et. al. (2008). Information Systems Service Quality: An Examination of User Expectations. American Journal of Business, 2 (23), 37–42. |
| 14. | Monahan, K. et. al. (2008). An investigation into the use of field methods in the design and evaluation of interactive systems. Proceedings of the 22nd British HCI Group Annual Conference on People and Computers: Culture, Creativity, Interaction (BCS-HCI '08). Vol. 1 (pp. 99–108). Swinton: British Computer Society. |
| 15. | Nunnally, B., Farkas, D. (2016). UX Research. Sebastopol: O′Reilly. |
| 16. | Pagano, D., Bruegge, B. (2013). User involvement in software evolution practice: A case study. 35th International Conference on Software Engineering (ICSE) (pp. 953–962). San Francisco. |
| 17. | Roman, D. et. al. (2005). Web Service Modeling Ontology. Journal Applied Ontology, 1 (1), 77–106. |
| 18. | Sauro, J., Lewis, J. (2016). Quantifying the User Experience, Second Edition: Practical Statistics for User Research. Burlington: Morgan Kaufmann Publishers. |
| 19. | Silva, P.A., Read, J.C. (2010). A methodology to evaluate creative design methods: a study with the BadIdeas method. Proceedings of the 22nd Conference of the Computer-Human Interaction Special Interest Group of Australia on Computer-Human Interaction (OZCHI '10) (pp. 264–271). New York: ACM. |
| 20. | Walker, J., Baker, J. (2000). An exploratory study of a multi‐expectation framework for services. Journal of Services Marketing, 5 (14), 411–431. |