• Title/Summary/Keyword: policy design

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A Conceptual Framework for Customer Experience Design, Implementation and Evaluation (고객 경험 디자인, 구현 및 평가를 위한 개념적 프레임워크)

  • Jiyoung Koo;Ken Nah
    • Journal of Digital Policy
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    • v.2 no.1
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    • pp.21-30
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    • 2023

  • Current research and practice have increasingly sought to focus on approaches to facilitate innovation due to its expanding growth of the experience economy over the past decade. Normally, customer experience design aims to maximize the effectiveness of positive experience with a brand or company's touchpoints when customers make a purchase as well as use a certain product or service. In order to design a product or service that can provide varying levels of experiences, there needs more beneficial design process strategies to help resolve the changing nature of customer experience. Design process is one such approach that provides designers as well as researchers across various academic disciplines as an integral source of creativity, driving innovation and growth. In this regard, this study aims to look specifically at the nature of customer experience and attempts to understand what extent that design process in both practice and theoretical perspective can assist in customer experience improvement. As a further consequence, this study will focus on implementing the idea of circular design into the customer experience process, namely the Circular CX Design Process-which is expected to increase effectiveness and efficiency in addressing customer needs and demands as well as delivering positive experiences at various touchpoints along the customer journey.

  • https://doi.org/10.23149/JDP.2023.2.1.021 인용 PDF