Sprach-, Literatur- und Kulturwissenschaft

User Experience

The presented book provides coaching tools for customer support in the processes of improving the consumption processes of purchased products and services, which, in accordance with the paradigm of postmodern marketing, are oriented towards solving customer problems.

The volume presents value chains for customers synthesizing two approaches: digital User Experience (online shopping) and coaching User Experience (customer support in the process of solving his problems). The reader will find here concepts, User Experience models, coaching methods, scenarios, decision cases enabling the client to quickly analyze, research, discover, learn and acquire hidden knowledge and information about the usefulness of products and services.

Kazimierz Perechuda, Full Professor of Business Management and Business Informatics at the Wroclaw University of Economics and Business.

Aus dem Inhalt

I. Concepts

1. Holistic assumptions of the User Experience (UX)
2. Linear versus nonlinear experiences
3. Magic space
4. To have or to use
5. UX as freedom or a psychological prison
6. Formal and real UX
7. Aspect extractions. Contradictions
8. Internal and external solutions. Digital shadow value
9. Personal searching engine
10. Consumer knowledge pyramid
11. Service as the meaning field
12. Open and closed spheres
13. Remembering and forgetting
14. Coaching essence
15. Happiness

II. User Experience Models

1. Narrowing process of the product content
2. Coaching support
3. Loneliness of modern man
4. Focusing
5. Continuity and discontinuity of the business models
6. Coaching as the basis for business model design
7. User Experience (UX) and Coaching (C) processes
8. Coaching as a tool for the product value chain extension
9. External and internal coaching
10. User Experience communication problems
11. User Experience as an extension of the product life cycle
12. Coaching as a product added value
13. User Experience as a product internalization tool
14. Service User Experience
15. Object and process approach in client’s problems-solving processes
16. Product and process values transformations
17. Extension of the product value through UX and coaching
18. Creative industries’ requirements
19. UX as clients freedom extension. Mechanical and creative repetitiveness
20. UX and outsourcing
21. Outsourcing of ideas. Behavioural UX
22. UX and coaching value development
23. Communication field: quantitative vs qualitative approach
24. UX as product unwrapping – action communication
25. Dual and non-dual ontology contradictions
26. Product revelation
27. Accumulation of experience

III. Coaching Methods

1. Establishing long time relations with clients
2. Coaching and UX utility scope
3. Extension of the coaching roles
4. Improving refrigerator usable processes
5. Home life development
6. Company’s support
7. Product or process orientation. House construction
8. Mountain house maintenance
9. Car washing service
10. Problems, processes, resources
11. Evaluation of the positive and negative processes
12. Reduction procedure of problems, processes and resources
13. Professional kitchen design
14. Garden arrangement and cultivating
15. Garden shears
16. UX professional language
17. UX technical language
18. Self-observation
19. Emotional and rational buying and usage processes
20. Professional shops
21. Agriculture shop clients
22. Rapid recognition of client’s lifestyle. Beauty salon
23. Behaviour more important
24. Communication field in praxis
25. Buying process as UX
26. Should the taxi driver talk to his passengers?
28. Consumer’s personality
30. Tire user’s opinion valuation
31. Garage
32. Refrigerator
33. Slow and quick consumption
34. Arrange your lifestyle by using the product
35. Content UX
36. User narratives
37. Magic space
38. Instruction analysis
39. Travel iron
40. Mobile phone for adults
41. SPA search
42. Country house UX: object-oriented approach vs process approach
43. Advantages and disadvantages of the petrol and electric chainsaw
44. Garden party after the tourist trip

IV. Scenarios

1. Phone card start-up
2. Beauty salon
3. Construction house conversation. Quantitative versus qualitative approach
4. Fishery ground versus high culture
5. Beauty salon
6. Electronic cash till
7. Acquiring a drone
8. Scenario for SPA services Added value of short holidays– equalizing the diversity
9. Life UX
10. Vietnam tourist trip

V. Case Studies

1. Palace – slow life
2. Disappearing of User Experience (UX) in a fishing ground in a mountain village
3. ICT manger moving to a mountain house
4. UX of inhabitants of towns and villages