*Ming Cheung, Griffith University, Australia
Ksenija Kuzmina, Lecturer, Loughborough University London
Mauricy Alves da Motta Filho, University of Twente, Netherlands
*contact:  m.cheung@griffith.edu.au

In recent years, there has been a growing awareness of the human, social and economic benefits that experience design (XD) can bring to nations and organisations. XD is the process of enhancing users’ trust, satisfaction and recognition of a product, service or system by improving the users’ perception of the innovativeness, aesthetics and relevance of the experience provided in the interaction between the users and the product, service or system’s design elements in a particular context. It takes the users’ cognitive and emotional experience as its starting point and focuses on developing products, services or systems that could enable that experience. XD design elements include information, navigation, engagement, entertainment and personalisation (adapted from Cheung, 2016). Google Search, Google Maps and YouTube illustrate how intrinsic to our daily lives innovative XD designs have become. Tencent has its WeChat platform, which is able to support location-based social plug-ins, allowing users to befriend and chat with nearby strangers through a simple shake of their smartphones. These types of XD systems did not exist in the pre-digital era, but are now the focus of creative design. Alibaba’s Tmall and Taobao implement technology-enabled forms of electronic payment security, product quality assurance and online dispute resolution to combat users’ distrust of online purchasing. The success of these companies stems from the XD strategies that they use, in which users are reached and connected through different touch-points relevant to their socio-cultural contexts. XD can redefine the functionality, meaning and value of products, services and systems, strategically transforming them into highly integrated ecosystems capable of enhancing the sustainability and humaneness of our social and economic environments, while offering industries a competitive edge. The sustainability of XD ecosystems also relies on involving the users in exchanging value in ways that are mutually beneficial socially, economically and technologically over time. For example, Amazon, eBay and Taobao provide user-friendly interfaces that have enabled their users to create a new wave of small businesses and services on their platforms.

Yet, as a relatively new area in the design field, XD requires further research into developing a more sophisticated methodological framework for guiding its processes, and at the same time creating evaluation criteria for measuring its outcomes in a more systematic and comprehensive manner. This track aims to provide a platform for design researchers and practitioners interested in XD to discuss its method and evaluation. We welcome the submission of conceptual, empirical and practice-oriented papers.

Indicative References

Cheung, M. (2016) “User experience design in digital service innovation”, in P. Sparke and F. Fisher (eds.) The Routledge Companion to Design Studies, pp. 330-338. Oxfordshire, UK: Routledge.

Garrett, J.J. (2010) The Elements of User Experience: User-Centered Design for the Web and Beyond, 2nd Edition. Berkeley, CA: New Riders.

Kalbach, J. (2016) Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams. Sebastopol, CA: O’Reilly Media.

Pullman, M.E. & Gross, M.A. (2004) “Ability of experience design elements to elicit emotions and loyalty behaviors”, Decision Sciences, 35(3), 551-578.

Schwartz, E. (2017) Exploring Experience Design. Birmingham, UK: Packt Publishing.