User Experience in Cross-channel Ecosystems

Recent developments in information and communication technologies have left interaction design and human-computer interaction (HCI) with something of a conceptual gap. The distinction between physical and digital spaces is increasingly blurred. Cloud-based services have enabled a separation of information content from device so that content can be accessed and manipulated across multiple devices and locations. The user experience (UX) frequently needs to deal with activities that transition across physical and digital spaces and ecosystems of devices and services. Designers can no longer prescribe the journey or curate experiences simply as isolated interactions. Instead, UX must be consistently spread across touchpoints, channels, and device ecosystems. Our contribution to the development of UX, interaction design, and information architecture is to appeal to the notions of cross channel user experiences and blended spaces. Information architecture is the pervasive layer that underlies interactions that cross services, devices and blended physical and digital spaces. Information architecture is the structure within which the UX unfolds. From this perspective, we highlight the importance of creating meaningful places for experience and navigation through blended spaces.

Content

Author and article information

Contributors

David Benyon

Andrea Resmini

Conference

Publication date: July 2017

Publication date (Print): July 2017

Pages: 1-12

Affiliations

[0001]Centre for interaction Design

Edinburgh Napier University

Edinburgh EH10 5DT, UK

[0002]Jönköping International Business School

Jönköping, Sweden

Article

DOI: 10.14236/ewic/HCI2017.38

SO-VID: 0e703bce-4a0b-4d03-9b23-1535a9fbb843

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This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

Conference name: Proceedings of the 31st International BCS Human Computer Interaction Conference (HCI 2017)

Conference acronym: HCI

Conference number: 31

Conference location: Sunderland, UK

Conference date: 3 - 6 July 2017

Conference sponsor: Electronic Workshops in Computing (eWiC)

Conference theme: digital make-believe, with delegates considering our expansive

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1477-9358 BCS Learning & Development

Self URI (article page): https://www.scienceopen.com/hosted-document?doi=10.14236/ewic/HCI2017.38

Self URI (journal page): https://ewic.bcs.org/

References

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Beaudouin-Lafon’s 2000 Instrumental Interaction: An Interaction Model for Designing Post-WlMP User Interfaces Proc CHI 2000
S. BenfordG. GiannachiB. KolevaT. Rodden 2009 From Interaction to Trajectories: Designing Coherent Journeys Through User Experiences Proceedings of CHI 2009
D. R. Benyon 2017 Designing User Experience; a guide to HCI, UX and interaction design. Pearson
D. R. Benyon 2014 Spaces of Interaction Places for Experience Morgan and Claypool
D. R. Benyon 2012 Presence in Blended Spaces Interacting with Computers 24 4 219 226
D. R. BenyonK. HöökA. J. Munro 1997 Social Navigation of Information Space Springer
D. R. BenyonO. Mival 2012 Designing Blended Spaces Proceedings of Designing Collaborative Interactive Spaces http://hci.uni-konstanz.de/dcis/
D. R. BenyonO. MivalB. O’Keefe 2013 Blended Spaces and Digital Tourism Proceedings of CHI2013 workshop on Blended Interaction Spaces
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W. Buxton 2001 Less is More (More or Less), in P. Denning (ed.) The Invisible Future: The seamless integration of technology in everyday life McGraw-Hill 145 179
M ChalmersA. DiebergerK. HöökÅ. Rudström 2004 Social Navigation and Seamful Design Journal of the Japanese Cognitive Science Society
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A. ResminiL. Rosati 2011 Pervasive Information Architecture: Designing Cross channel User Experiences Morgan Kauffman
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Y. Tuan 1977 Space and Place University of Minnesota Press
S. L. VargoR. F. Lusch 2004 Evolving to a New Dominant Logic for Marketing Journal of Marketing 68 1 1 17
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T. Winograd 1996 Bringing Design to Software Addison-Wesley
R. S. Wurman 1990 Information Anxiety Bantam
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Comments

Comment on this article

[1] P. ArthurR. Passini 1992 Wayfinding: People, Signs, and Architecture Mcgraw-Hill

[2] L. Bannon 2011 Reimagining HCI: toward a more human-centred perspective Interactions 18 4 50 57

[3] Beaudouin-Lafon’s 2000 Instrumental Interaction: An Interaction Model for Designing Post-WlMP User Interfaces Proc CHI 2000

[4] S. BenfordG. GiannachiB. KolevaT. Rodden 2009 From Interaction to Trajectories: Designing Coherent Journeys Through User Experiences Proceedings of CHI 2009

[5] D. R. Benyon 2017 Designing User Experience; a guide to HCI, UX and interaction design. Pearson

[6] D. R. Benyon 2014 Spaces of Interaction Places for Experience Morgan and Claypool

[7] D. R. Benyon 2012 Presence in Blended Spaces Interacting with Computers 24 4 219 226

[8] D. R. BenyonK. HöökA. J. Munro 1997 Social Navigation of Information Space Springer

[9] D. R. BenyonO. Mival 2012 Designing Blended Spaces Proceedings of Designing Collaborative Interactive Spaces http://hci.uni-konstanz.de/dcis/

[10] D. R. BenyonO. MivalB. O’Keefe 2013 Blended Spaces and Digital Tourism Proceedings of CHI2013 workshop on Blended Interaction Spaces

[11] S. Bodker 2015 Third-wave HCI, 10 years later -Participation and sharing Interactions 22 5 24 31 http://dx.doi.org/10.1145/2804405

[12] S. BodkerC.N. Klokmose 2012 Dynamics in artifact ecologies Proceedings of NordiCHI’12 448 457

[13] W. Buxton 2001 Less is More (More or Less), in P. Denning (ed.) The Invisible Future: The seamless integration of technology in everyday life McGraw-Hill 145 179

[14] M ChalmersA. DiebergerK. HöökÅ. Rudström 2004 Social Navigation and Seamful Design Journal of the Japanese Cognitive Science Society

[15] M. ChalmersA. Galani 2004 Seamful interweaving: Heterogeneity in the theory and design of interactive systems Proceedings of the ACM Conference on Designing Interactive Systems (DIS’04) 243 252

[16] M. ChalmersI. MaccollM. Bell 2003 Seamful design: Showing the seams in wearable computing Proceedings of the IEEE Eurowearable Conference 11 17

[17] L. Ciolfi 2013 Space and place in digital technology research: A theoretical overview. In S. PriceC. JewittB. Brown (eds.) The SAGE Handbook of Digital Technology Research. SAGE

[18] L. Ciolfi 2004 Understanding Spaces as Places: Extending Interaction Design Paradigms. Cognition Technology and Work. Special Issue on “Presence: design and technology challenges for cooperative activities in virtual or remote environments” 6 1 37 40 Springer

[19] P. DalsgårdK. Halskov 2006 Real Life Experiences with Experience Design Proceedings of Nordichi 2006

[20] P. DalsgårdK. HalskovA. Wiethoff 2016 Designing Media ArchitectureTools and Approaches for Addressing the Main Design Challenges Proceedings of CHI 2016

[21] H. W. FalckK. Halskov 2013 Towards a Framework for Projection Installations. Proceedings of PerDis ‘13

[22] G. FauconnierM. Turner 2002 The way we think: Conceptual Blending and the Mind’s Hidden Complexities. Basic Books

[23] J. Forlizzi 2007 The product ecology: Understanding social product use and supporting design culture International Journal of Design 2 1 11 20

[24] J. ForlizziK. Battarbee 2004 Understanding experience in interactive systems

[25] P. Gabriel-Petit (nd) User experience design http://www.uxmatters.com/glossary/

[26] J. J. Garrett 2011 The Elements of User Experience. New Riders 2nd ed.

[27] A. Greenfield 2007 On the ground running: Lessons from experience design https://speedbird.wordpress.com/2007/06/22/on-the-ground-running-lessons-from-experience-design/

[28] M. Hassenzahl 2008 User experience (UX): towards an experiential perspective on product quality. Proceedings of the 20th International Conference of the Association Francophone d’Interaction Homme-Machine 11 15

[29] A. Hinton 2015 Understanding Context. O’Reilly

[30] E. HorneckerJ. Burr 2016 Getting a grip on tangible interaction: a framework on physical space and social interaction. Proceedings of CHI 2016

[31] K. HoshiJ. Waterworth 2009 Tangible Presence in Blended Reality Space. Proceedings of Presence 2009

[32] E. Hutchins 2005 Material anchors for conceptual blends. Journal of pragmatics 37 10 1555 1577

[33] N. Iacobacci 2008 From crossmedia to transmedia: toughts on the future of entertainment http://www.lunchoverip.com/2008/05/from-crossmedia.html

[34] M. ImazD. Benyon 2007 Designing with Blends - Conceptual Foundations of HumanComputer interaction and Software Engineering The MIT Press

[35] R. Jacobson 2000 Information Design The MIT Press

[36] H. Jenkins 2006 Convergence Culture New York University Press

[37] H. Jenkins 2011 Transmedia 202: Further Reflections http://henryjenkins.org/2011/08/defining_transmedia_further_re.html

[38] HC. JetterH. ReitererF. Geyer 2014 Blended Interaction: understanding natural human-computer interaction in post-WIMP interactive spaces. Personal Ubiquitous Computing 18 5 1139 1158 http://10.1007/s00779-013-0725-4

[39] H. JungE Stolterman 2012 Digital Form and Materiality: Propositions for A New Approach to Interaction Design Research. Proceedings of Nordichi 2012

[40] D. Kirsh 2000 A Few Thoughts on Cognitive Overload Intellectica 1 30 19 51

[41] D. Kirsh 2013 Embodied cognition and the magical future of interaction design. ACM Trans. Computer-Human Interactions 20 1

[42] K. Lynch 1960 The Image of the City The MIT Press

[43] I. LångA. Schlegel 2015 Applying crosschannel user experience design theory to practice - A case study of a public transportation company in Sweden Jönköping International Business School

[44] P LucasJ. BallayM. and McManus 2012 Trillions - Thriving in the Emerging Information Ecology Wiley

[45] J. McCarthyP. Wright 2004 >Technology as experience The MIT Press

[46] W. J. Mitchell 2004 Me++ The Cyborg Self and the Networked City The MIT Press

[47] C. Norberg-Schulz 1987 Existence, Space and Architecture Praeger Publishers

[48] D. NormanJ. Nielsen (n.d.) The Definition of User Experience. Nielsen Norman Group https://www.nngroup.com/articles/definition-user-experience/

[49] B. O’KeefeD. R. Benyon 2016 Using the Blended Spaces Framework to design Heritage Stories with Schoolchildren International Journal of Child-Computer Interaction

[50] A. ResminiL. Rosati 2013 A Brief History of Information Architecture. Journal of Information Architecture 3 2 33 45

[51] A. Resmini 2014 Reframing Information Architecture Springer

[52] A. Resmini 2013 The Architecture of Information. Études de communication 41 2013 31 56 Doi:10.4000/edc.5380

[53] A. ResminiF. Lacerda 2016 The Architecture of Cross-channel Ecosystems - From convergence to experience. Proceedings of the 8th International ACM Conference on the Management of Digital Ecosystems (MEDES’16)

[54] A. ResminiL. Rosati 2009 Information Architecture for Ubiquitous Ecologies. Proceedings of the International ACM Conference on Management of Emergent Digital Ecosystems (MEDES’09) 29 196 29

[55] A. ResminiL. Rosati 2011 Pervasive Information Architecture: Designing Cross channel User Experiences Morgan Kauffman

[56] Y. Rogers 2006 Moving on from Weiser’s vision of calm computing: Engaging ubicomp experiences. Proceedings of Ubicomp 2006

[57] L. RosenfeldP. Morville 2006 Information Architecture for the World Wide Web. O’Reilly 3rd ed.

[58] N. Shedroff 2010 An Evolving Glossary of Experience Design https://web.archive.org/web/20150801125440/http://www.nathan.com/ed/glossary/

[59] Y. Tuan 1977 Space and Place University of Minnesota Press

[60] S. L. VargoR. F. Lusch 2004 Evolving to a New Dominant Logic for Marketing Journal of Marketing 68 1 1 17

[61] H. H. Wang 2013 A case study on design with conceptual blending International Journal of Design Creativity 1 109 122

[62] T. Winograd 1996 Bringing Design to Software Addison-Wesley

[63] R. S. Wurman 1990 Information Anxiety Bantam

[64] R. S. Wurman 1989 Hats. Design Quarterly

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