The Experiential Utility

How Behavioural Economics Can Help HCI to Define Quality
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 10271)

Abstract

Economists define utility as the total satisfaction received from consuming a good or service. Neoclassical economics assume that humans act as perfectly rational agents whose ultimate goal is to maximize their subjective utility. Behavioral economists and psychologists, however, showed that people behave in ways that violate the neoclassical axioms, and follow a number of cognitive heuristics. Nonetheless, the concept of utility is useful, psychologically intuitive, and there is some evidence that some regions of the primates’ brain encode a form of “common currency” of the value of a good [21].

I will present an experiential utility model that is psychologically plausible, and the main dimensions of the model will be mapped on an experiential utility space. The practical applicability of the map will be shown in a case study where two types of insurance companies - traditional (broker mediated) and direct (online) companies will be mapped on the dimensions of the experience utility map.

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Copyright information

© Springer International Publishing AG 2017

Authors and Affiliations

  1. 1.Department of Psychology and Cognitive ScienceUniversity of TrentoTrentoItaly

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