Refine
Document Type
- Conference Proceeding (12)
- Part of a Book (8)
Conference Type
- Konferenzartikel (12)
Has Fulltext
- no (20)
Is part of the Bibliography
- yes (20)
Keywords
- User Experience (7)
- Emotionsforschung (3)
- Empirical Research (2)
- Künstliche Intelligenz (2)
- Mimikanalyse (2)
- Agility (1)
- Banking (1)
- COVID-19 (1)
- Challenges During Pandemic 2022 (1)
- Cross-Channel-Dialogmarketing (1)
Institute
Open Access
- Closed Access (14)
- Closed (5)
- Open Access (1)
Bank and trust – two words but one meaning in customers’ minds. When interacting with financial service providers, customers are consistently looking for “trust signals” that comfort their decisions and “distrust signals” which create doubt. Therefore, service providers need a deep understanding of the customers’ requirements and wishes. To identify trust and distrust signals, we combine established user experience research methods with a new testing procedure to gain helpful recommendations for optimizing the online appearance of banks. The contribution is divided into three parts: Firstly, we investigate current approaches in the financial service industry. Secondly, we provide a corpus describing the relationship between the customers’ perception of a bank’s website and trust. Thirdly, an empirical study based on qualitative user experience testing with banking website customers shows the value gained by optimizing the banks’ virtual interface by enhancing “trust signals” and avoiding “distrust signals”.
To reach customers by dialog marketing campaigns is more and more difficult. This is a common problem of companies and marketing agencies worldwide: information overload, multi-channel-communication and a confusing variety of offers make it hard to gain the attention of the target group. The contribution of this paper is four-fold: we provide an overview of the current state of print dialog marketing activities and trends (I). Based on this corpus we identify the main key performance indicators of dialog marketing customer interaction (II). A qualitative user experience study identifies the customer wishes and needs, focusing on lottery offers for senior citizens (III). Finally, we evaluate the success of two different dialog marketing campaigns with 20,000 clients and compare the key performance indicators of the original hands-on experience-based print mailings with user experience tested and optimized mailings (IV).
Im Rahmen des Forschungsprojekts Professional UX entwickelt die Hochschule Offenburg gemeinsam mit dem Softwarehaus Dr. Hornecker in Freiburg eine innovative Systemlösung, die es ermöglicht, anhand von Mimik, Stimme und Blickverlauf beim Nutzer entstehende Emotionen bei der Nutzung interaktiver Anwendungen zu erfassen und zu interpretieren. Ziel der Untersuchung ist es, Indikatoren zu identifizieren, die eine exakte Zuordnung von wahrgenommenen Reizen zu den jeweils ausgelösten Emotionen erlauben. Sobald negative Emotionen wie Ärger oder Unsicherheit auftreten, kann dieser erfasst und im Nachgang der jeweils irritierende Reiz eliminiert werden. Das Projektteam hat einen ersten Prototyp für die Professional UX Systemlösung in Form von Hard- und Software entwickelt, mit dem es möglich ist, UX-Messungen während der User Interaktion durchzuführen und automatisiert mithilfe von KI auswerten zu lassen.
Emotionen sind Teil jedes menschlichen Wesens: Sie begleiten Konsumenten und Konsumentinnen durch alle Alltagssituationen – auch und insbesondere bei Kaufentscheidungen. Jedoch war es bisher nur bedingt möglich, diese Emotionen im Dialogmarketing genau zu erfassen und zu interpretieren. Die innovative Customer Experience Tracking Methode der Hochschule Offenburg ermöglicht eine verzerrungsreduzierte Messung und Auswertung von Kundenemotionen, die vor, während und nach der Benutzerinteraktion mit Dialogmarketingaktivitäten auftreten. Aus den im Labor oder im Feld gewonnenen Untersuchungsergebnissen lassen sich konkrete Handlungsempfehlungen ableiten, um Dialogmarketingangebote im Offline-, Online- oder crossmedialen Bereich optimal auf die Bedürfnisse und Erwartungen der Kunden und Kundinnen auszurichten.
The present paper addresses the research question: What recommendations for action and potential adjustments should an online magazine for beauty and fashion implement in order to make affiliate articles in these sections even more appealing to the target group and provide added value for them?
To be able to answer this research question, three hypotheses were defined and tested with using qualitative and quantitative research. The qualitative research consisted of user experience testings, where four affiliate articles in the fields of beauty and fashion were tested with 13 participants. The quantitative research involved collecting, analyzing and evaluating data from the four affiliate articles conducted with the company's real-life target group. Based on these results, recommendations for action were derived, which should not only improve the quality of the content in the future, but also increase the efficiency of the implementation of those articles.
Public educational institutions are increasingly confronted with a decline in the number of applicants, which is why competition between colleges and universities is also intensifying. For this reason, it is important to position oneself as an institution in order to be perceived by the various target groups and to differentiate oneself from the competition. In this context, the brand and thus its perception and impact play a decisive role, especially in view of the desired communication of the institution's own values and its self-image, the brand identity. To this end, emotions serve as an approach to creating positive stimulation and brand loyalty.
Medical devices accompany our everyday life and come across in situations of worse condition, in significant moments concerning the health or during routine checkups. To ensure flawless operations and error-free results it is essential to test applications and devices. High risks for patient’s health come with operating errors [33] so that the presented research project, called Professional UX, identifies signals and irritations caused by the interaction with a certain device by analyzing mimic, voice and eye tracking data during user experience tests. Besides, this paper will provide information on typical errors of interactive applications which are based on an empirical lab-based survey and the evaluated results achieved. The pictured proceeding of user experience tests and the following analysis can also be applied to other fields and serves as a support for the optimization of products and systems.
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 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).