Abstract
With the daily use of smartphones, users are using various applications while maintaining mobile carrier services according to their personal usability. The mobile carrier customer center application affects problem solving and satisfaction with mobile carrier use in the process of achieving the purpose according to the user's accumulated digital experience.
This study was conducted to diagnose users' accumulated digital experiences and to suggest improvement measures suitable for personalized services by comparing and analyzing the satisfaction of using UI/UX design of mobile carrier customer center applications with the proposed improvement service screen.
Along with previous studies, digital experience diagnosis questions were selected based on in-depth interviews and surveys of experts in each field, and a survey was conducted on 154 people by presenting an improvement service screen. The derived digital experience factors and usage satisfaction were compared and analyzed by analyzing the user characteristics of mobile carriers and exploratory factors for digital experience questions.
Many mobile carrier users preferred a widget menu service screen that could store the menu selected on the initial screen of the customer center application, and AI chatbot and voice recognition service screens were selected from respondents in their 40s or older.
Through the diagnosis of the user's digital experience, the direction of strengthening the personalization service of UI/UX design was confirmed, and a guideline for UI/UX design that can provide personalization service according to the digital experience was suggested.
This study was conducted to diagnose users' accumulated digital experiences and to suggest improvement measures suitable for personalized services by comparing and analyzing the satisfaction of using UI/UX design of mobile carrier customer center applications with the proposed improvement service screen.
Along with previous studies, digital experience diagnosis questions were selected based on in-depth interviews and surveys of experts in each field, and a survey was conducted on 154 people by presenting an improvement service screen. The derived digital experience factors and usage satisfaction were compared and analyzed by analyzing the user characteristics of mobile carriers and exploratory factors for digital experience questions.
Many mobile carrier users preferred a widget menu service screen that could store the menu selected on the initial screen of the customer center application, and AI chatbot and voice recognition service screens were selected from respondents in their 40s or older.
Through the diagnosis of the user's digital experience, the direction of strengthening the personalization service of UI/UX design was confirmed, and a guideline for UI/UX design that can provide personalization service according to the digital experience was suggested.
| Translated title of the contribution | A Study on the Improvement of UI/UX Design for Mobile Carrier Customer Center Application Based on Digital Experience |
|---|---|
| Original language | Korean |
| Pages (from-to) | 435-447 |
| Number of pages | 13 |
| Journal | 한국디자인문화학회지 |
| Volume | 30 |
| Issue number | 4 |
| DOIs | |
| State | Published - 2024 |