Beyond the User Interface: Towards User-Centred Design of Online Services

  • Marcin Sikorski
Part of the Lecture Notes in Computer Science book series (LNCS, volume 5610)

Abstract

This paper presents an attempt to identify those economic factors relevant to design of online services, which shape long-term customer satisfaction, as well as customer loyalty and business relationship with the service vendor. Using user-based studies and expert-based evaluations and major economic factors were identified as consumer needs. Also typical technical components of online services have been identified and prioritized as design elements, also relevant to satisfying economic needs of consumers of online services. As a result of this study will be delivered: a catalogue of design elements, design guidelines and economics-oriented design methodology for online services.

Keywords

HCI usability of online services e-commerce online customer behaviour customer value 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2009

Authors and Affiliations

  • Marcin Sikorski
    • 1
    • 2
  1. 1.Polish-Japanese Institute of Information TechnologyWarszawaPoland
  2. 2.Gdansk University of Technology Faculty of Management and EconomicsGdanskPoland

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