van Dijk, Geke; Minocha, Shailey and Laing, Angus
(2006).
| DOI (Digital Object Identifier) Link: | http://dx.doi.org/doi:10.1145/1125451.1125719 |
|---|---|
| Google Scholar: | Look up in Google Scholar |
Abstract
Elaborating on the first stage in the User-Centered Design (UCD) process, understanding the user, this study questions whether it is sufficient to look at the use of interactive systems in isolation. Starting from the assumption that consumers often use the Internet in combination with other channels (telephone, high street, mail order), this paper discusses a study on how consumers move between online and offline channels during the preparations for leisure travel. The theoretical framework was informed by literature from the fields of HCI, marketing and social sciences. The results of the first stage of this work-in-progress indicate that multi-channel use is a day-to-day reality for many consumers.
| Item Type: | Conference Item |
|---|---|
| Extra Information: | Publisher: ACM; ISBN: 1-59593-298-4; |
| Keywords: | e-commerce; Customer experience; User experience; Multi-channel consumption behaviour; Online travel user-centred design; Human-Computer Interaction |
| Academic Unit/Department: | Mathematics, Computing and Technology > Computing Open University Business School |
| Interdisciplinary Research Centre: | Centre for Research in Computing (CRC) |
| Item ID: | 16149 |
| Depositing User: | Shailey Minocha |
| Date Deposited: | 05 May 2009 11:10 |
| Last Modified: | 02 Dec 2010 20:28 |
| URI: | http://oro.open.ac.uk/id/eprint/16149 |
Actions (login may be required)
| View Item | |
| Report issue / request change |