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Towards an UX/CX research-framework for HRI along the Customer Journey - a methodological note

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dc.contributor.authorLisetschko, Artur
dc.contributor.authorFerizovic, Medina
dc.contributor.authorBeder, Matheea
dc.contributor.authorRoth, Simone
dc.contributor.authorvan Ledden, Sebastian
dc.contributor.authorDogangün, Aysegül
dc.date.accessioned2023-08-24T06:24:30Z
dc.date.available2023-08-24T06:24:30Z
dc.date.issued2023
dc.description.abstractThe overarching societal integration of social robots requires positive experiences. However, frameworks for specifically considering the interaction experience with social robots in public spaces do ot exist. Previous research suggests that the experience concepts of User Experience (UX) and Customer Experience (CX) should be equally considered in the design process of applications of social robots. Building on this, we propose an interdisciplinary framework for evaluating and optimizing UX and CX in human-robot interaction (HRI), along the Customer Journey (CJ). The framework differentiates interdisciplinary evaluation criteria along adapted contact phases compared to the conventional CJ including the identification of associated touchpoints with a focus on UX and CX. It considers how the individual touchpoints and experiences made at each touchpoint (pain and gain points) during the respective phase can be methodically evaluated and related to each other. It is meant as a concept from which implications can be derived as to how UX and CX can be integrated into the interaction concepts in order to achieve a long-term stable intention to use and loyalty.en
dc.identifier.doi10.18420/muc2023-mci-ws17-366
dc.identifier.urihttps://dl.gi.de/handle/20.500.12116/42151
dc.publisherGI
dc.relation.ispartofMensch und Computer 2023 - Workshopband
dc.relation.ispartofseriesMensch und Computer
dc.titleTowards an UX/CX research-framework for HRI along the Customer Journey - a methodological noteen
dc.typeText/Workshop Paper
gi.conference.date3.-6. September 2023
gi.conference.locationRapperswil
gi.conference.sessiontitleMCI-WS17: Robots for Public and Social Spaces - Design for Intent Communication, Collaboration and Acceptance

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