Abstract
Under the background of the booming of experience economy, enterprises attach more and more importance to the customer experience. At present, there are two problems in improving experience management ability. Firstly, the knowledge of the experience management is miscellaneous but unstructured; Secondly, the knowledge of the experience management is abundant but not systematic. In order to solve the above problems, this paper attempts to build a set of experience management body of knowledge. The goal of the body of knowledge is as follows, the content should be not only progressiveness, but also can lead the development of the user experience industry; Moreover, the content of the experience management body of knowledge should be easy to implement and be able to match the organizational structure and decision-making mechanism of the enterprise. In order to achieve the above goals, this paper adopts the nine-grid array of “three levels - three ranges” to make the knowledge more structural; at the same time, this paper adopts the three-level model of “project level - system level – culture level” to make the knowledge more systematized.
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Acknowledgement
This work was supported by Doctoral startup fund and talent introduction fund project of Chongqing University of Posts and Telecommunications -- Research on the cost and benefit distribution of big data productization (K2020-201) and Chongqing educational science planning project -- Research on the talent training system of “social theme” in Colleges and Universities (2020-GX-284) and Research Center for network social development of Chongqing University of Posts and Telecommunications -- Research on the cost of network big data production (2020SKJD06).
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Li, M., Zhou, Y., Huang, L., Wu, H. (2023). Building Experience Management Body of Knowledge: Responding to the Challenge. In: Rau, PL.P. (eds) Cross-Cultural Design. HCII 2023. Lecture Notes in Computer Science, vol 14023. Springer, Cham. https://doi.org/10.1007/978-3-031-35939-2_16
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DOI: https://doi.org/10.1007/978-3-031-35939-2_16
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