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Product attributes and user experience design: how to convey product information through user-centered service

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Abstract

The user experience (UX) is a critical issue in both the product design and service sector. Ensuring that customers can easily understand a product or service and thus ensuring higher satisfaction with the customer–product (service) interaction process is essential for survival among competitive industries. However, few studies have attempted to integrate all relevant factors into a comprehensive model of UX. The present study addresses this need by proposing a conceptual UX interaction model that incorporates the characteristics of usability and user interaction level based on quality of experience. A method to apply the model and the steps to implement the data collection and analysis are also proposed. The UX interaction model requires a systematic approach to: (1) decompose the product or service characteristics during a UX interaction process; (2) determine typology of UX items of each characteristic; and (3) select appropriate and feasible strategies to improve these UX items. A quantitative survey for mobile phone users was developed to investigate differences among types of UX and product characteristics. This study provides valuable empirical evidence on the UX interaction model for particular industries where superior quality service experiences are to be achieved.

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Acknowledgments

Questionnaire results were gathered by Yen-Chieh Wang, Chih-Wei Chen, Ya-Ting Chang, and Miao-Shan Wei. This study would like to give special thanks to them for their valuable efforts.

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Authors and Affiliations

  1. Department of Industrial Management, National Taiwan University of Science and Technology, 43, Sec. 4, Keelung Rd., Taipei, 10607, Taiwan, ROC

    Chiuhsiang Joe Lin & Lai-Yu Cheng

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  1. Chiuhsiang Joe Lin
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  2. Lai-Yu Cheng
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Correspondence to Chiuhsiang Joe Lin.

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Lin, C.J., Cheng, LY. Product attributes and user experience design: how to convey product information through user-centered service. J Intell Manuf 28, 1743–1754 (2017). https://doi.org/10.1007/s10845-015-1095-8

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  • DOI: https://doi.org/10.1007/s10845-015-1095-8

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