Methodical Framework and Case Study for Εmpowering Customer-Centricity in an E-Commerce Agency–The Experience Logic as Key Component of User Experience Practices Within Αgile IT Project Teams
- In an experience economy market competition in software branches is becoming more and more intense. Technical innovations, global retail practices and the multidimensional conception of experiences provide both opportunities and challenges for companies worldwide. Retailers strive for an optimized conversion rate, but poor UX still abound. Particularly Germany-based companies are less evolved inIn an experience economy market competition in software branches is becoming more and more intense. Technical innovations, global retail practices and the multidimensional conception of experiences provide both opportunities and challenges for companies worldwide. Retailers strive for an optimized conversion rate, but poor UX still abound. Particularly Germany-based companies are less evolved in an international comparison of industrialized economies. The value of integrating users in the development process is recognized, but methodologies must carefully be incorporated into existing agile workflows. The goal of this study is to bridge the gaps between internal agency and external client and user interests. The contribution is four-fold: an overview of the current status of customer centricity in the E-Commerce branch of trade is provided (I). Based on this corpus, a methodical framework, aiming to incorporate the experience logic in UX practices within an agile project team, is presented (II). The framework is applied by a single case study - the shop relaunch of a motorbike accessory store (III). Finally, all interest groups (UX, development and project management) are incorporated in the qualitative content analysis (IV).…
Document Type: | Conference Proceeding |
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Conference Type: | Konferenzartikel |
Zitierlink: | https://opus.hs-offenburg.de/5173 | Bibliografische Angaben |
Title (English): | Methodical Framework and Case Study for Εmpowering Customer-Centricity in an E-Commerce Agency–The Experience Logic as Key Component of User Experience Practices Within Αgile IT Project Teams |
Conference: | 8th International Conference (HCIBGO 2021), Held as Part of the 23rd HCI International Conference (HCII 2021), Virtual Event, July 24-29, 2021 |
Author: | Beatrice WeberORCiD, Andrea MüllerStaff MemberGND, Christina MiclauGND |
Year of Publication: | 2021 |
Place of publication: | Cham |
Publisher: | Springer |
Page Number: | 21 |
First Page: | 156 |
Last Page: | 177 |
Parent Title (English): | HCI in Business, Government and Organizations |
Editor: | Fiona Fui-Hoon Nah, Keng Siau |
Volume: | LNCS 12783 |
ISBN: | 978-3-030-77749-4 (Softcover) |
ISBN: | 978-3-030-77750-0 (eBook) |
DOI: | https://doi.org/10.1007/978-3-030-77750-0_11 |
URL: | https://link.springer.com/chapter/10.1007%2F978-3-030-77750-0_11 |
Language: | English | Inhaltliche Informationen |
Institutes: | Fakultät Wirtschaft (W) |
Institutes: | Bibliografie |
Tag: | Agility; Customer Centricity; E-Commerce; User Experience | Formale Angaben |
Open Access: | Closed Access |
Licence (German): | Urheberrechtlich geschützt |
SWB-ID: | 1778897525 |