Features > Telco & Media
Creating Smart Service Through User Experience (UX) (Part 1)

People use many different products and services throughout the day. And, while using these products and services, they experience a range of emotions. When using some products, they may experience joy and happiness. While using other products they may feel displeasure and frustration. So, companies are interested in learning more about user experience (UX) in order to draw out positive emotions while users are using their products.

UX describes the entire experience of a user of a product or service from the user’s perception, response, feeling and emotion. As competition between companies becomes steeper, the improvement of user experience is increasing the competitiveness of products.

UX01_1

(Source : http://www.stateofdigital.com/top-ux-design-resources/)

Let’s take a look at various developments in UX offered by different products.

User Experience and Steps for Managing Information

“I always put a case on my mobile phone”
“My friends typically drop their mobile phones and break the display at least once a year”

As we use our mobile phones each day, we build up various experiences. Reflecting the user experience in product manufacturing is known as UX accessibility. UX accessibility also includes the emotions a user experiences when using a product. In order to understand UX accessibility in further detail, let’s first take a look at what makes up the user experience.

UX01_02

Stages of Human Information Processing
(Source: Donald A. Norman_Sensitive Design)

In the human brain, experience can be divided into 3 stages: Visceral, Behavioral and Reflective. The visceral stage first determines whether a situation is safe or dangerous. The behavioral stage then determines what actions are most appropriate and determines how an item can be used. Finally, the reflective stage influences future behavior based on carefully thought out conscious actions.

Shall we take a look at the smartphone sales environment? Initially, the external design is considered and a visceral judgment of the design is made. Next, a behavioral judgment is made concerning the functions of the buttons and operation of the smartphone. Once these 2 stages have been positively assessed, the final reflective judgment is made. When the smartphone is sold, you can be sure it will give people using it a sense of pride and confidence in the product. Does this help in understanding people’s behavioral patterns?

The video below is a TED lecture given by Donald A. Norman, also known as the ‘Godfather of Design.’ In the video, he gives an interesting and easy to understand explanation of UX in real life. Those of you interested in learning about UX and UX accessibility should check it out:
TED.com (http://www.ted.com/talks/don_norman_on_design_and_emotion)

At LG CNS, we recognized the importance of UX early on and in 2007 we opened the first UX lab. At this UX lab we are able to observe, analyze and develop real user experience in order to maximize UX. LG CNS created the Kook Min Bank Smart Branch[1] through UX accessibility at our UX lab.

In the second part of this series, we will take an in-depth look into how LG CNS developed smart branch, electric cars and chargers through UX accessibility.

성재호


[1] Smart Branch: A system providing banking services such as opening new accounts, Internet banking enrollment and financial consulting, which customers can manage themselves in-store.[back to the article]

Post navigation

'Features > Telco & Media' Category Post
  • Mariana Nichols

    Great Blog. I think very useful for all people. keep up the great posts! You can also log on Holocube for 3D Advertising.

  • IoT
  • Cloud
  • Big Data
  • Security
  • Data Center
  • e-Government
  • Transportation
  • Energy
  • Manufacturing
  • Finance