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Florian Lachner, Katharina Frison, Hanna Schneider, Andreas Riener
User Experience Lifecycle Reflection: An Interdisciplinary Journey to Enable Multiple Customer Touchpoints
In Experience Design for Multiple Customer Touchpoints workshop in conjunction with NordiCHI'16. October 23 - 27, 2016, Gothenburg, Sweden. (bib)

User Experience (UX) is a complex construct of scopes and disciplines. Additionally, different points of view, approaches, and methods in academia and industry impede a consistent understanding. To optimize holistic experiences all associated parties have to collaborate. For a better understanding of the interdisciplinary nature of UX, we conducted a survey to get insights about a common understanding of terms and terminology (1) and expert interviews about involved disciplines in design processes (2). We could observe that not only HCI disciplines but also the marketing sector play an important role for a holistic user experience enabled by multiple touchpoints between user and organization. Our observation is a starting point to push discussions about the validity of current UX theory, methods for collaboration, and about how different disciplines can best address experiences in each stage of product usage. As a result, we derive a first roadmap for future endeavors.