Addressing marketing requirements in user-interface design for multiple platforms

• Type: Article in International Scientific Journal
• Date: 2003

Authors

Lia Patrício (Author) FEUP; João Falcão e Cunha (Author) FEUP; Raymond P. Fisk (Author) Other; Nuno J. Nunes (Author) Other

Journal

Title: Lecture Notes in Computer Science

Vol. 2844

Pages: 331-345

ISSN: 0302-9743

Publisher: Springer Nature

Indexing

ISI Web of Knowledge - 2 Citations

Scopus - 4 Citations

Other information

Authenticus ID: P-000-JX6

DOI: 10.1007/978-3-540-39929-2_23

Abstract (EN): The commercial use of the Internet for service provision has deeply changed the environment where human-computer interaction takes place. Web interfaces are now integrated in overall service provision, and are designed for a huge and diversified set of potential users, in an uncontrolled context. With the aim of understanding customer interaction needs and improving the methods of requirements elicitation in the web context, a qualitative study of a multi-channel Portuguese bank was made. The results obtained so far indicate that Interaction Design and Services Marketing have strong complementarities. The Marketing perspective is especially useful with regard to the study of customer experience requirements, which are increasingly influential in customer decisions to adopt Internet services. Essential use cases are also very useful in the multiple platform service context, as they allow the elicitation of experience requirements in a technology-independent way, and therefore allow an integrated management of the different interaction channels.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 15