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A New Perspective on Design: Focusing on CUSTOMER EXPERIENCE
Author(s) -
Rhea Darrel K.
Publication year - 1992
Publication title -
design management journal (former series)
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1045-7194
DOI - 10.1111/j.1948-7169.1992.tb00603.x
Subject(s) - perspective (graphical) , context (archaeology) , process management , focus (optics) , affect (linguistics) , process (computing) , marketing , business , computer science , sociology , history , artificial intelligence , physics , archaeology , communication , optics , operating system
DARREL RHEA IS convinced that organizations need to shift their focus from designing products to designing a cycle of customer experiences. The dynamic model of this process‐one that is reiterated to varying degrees with each consumer decision‐moves from Life Context to Engagement to Experience to Resolution, and at each stage Rhea outlines the research and design issues that affect positive results.