Abstract
Since Pine & Gilmore (1999) introduced the concept of Experience Economy two decades ago, both academic and practical worlds have embraced the idea, with various frameworks and applications built and evolved around related concepts, design, and management. However, the concept of managing artifacts, which directly impact experiences, has received limited development. Through a literature review approach, this study defines experience design management as "the management of artifacts that can influence the perceived customer experience, to achieve business strategic objectives, balancing the resource capabilities of service providers with the value propositions of service recipients." Besides, this study summarizes the framework, processes, and key factors of XDM, to help designers conduct experience design practice and innovation with a clear overview. The results shed light on future directions of research and development of experience design management, with implications for both business success and academic significance.
Keywords
experience design; experience design management; service design
DOI
https://doi.org/10.21606/drs.2024.513
Citation
Lu, Y., Tsai, S., Chen, S., and Tang, H. (2024) Establishing an experience design management framework through a literature review, in Gray, C., Ciliotta Chehade, E., Hekkert, P., Forlano, L., Ciuccarelli, P., Lloyd, P. (eds.), DRS2024: Boston, 23–28 June, Boston, USA. https://doi.org/10.21606/drs.2024.513
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Research Paper
Included in
Establishing an experience design management framework through a literature review
Since Pine & Gilmore (1999) introduced the concept of Experience Economy two decades ago, both academic and practical worlds have embraced the idea, with various frameworks and applications built and evolved around related concepts, design, and management. However, the concept of managing artifacts, which directly impact experiences, has received limited development. Through a literature review approach, this study defines experience design management as "the management of artifacts that can influence the perceived customer experience, to achieve business strategic objectives, balancing the resource capabilities of service providers with the value propositions of service recipients." Besides, this study summarizes the framework, processes, and key factors of XDM, to help designers conduct experience design practice and innovation with a clear overview. The results shed light on future directions of research and development of experience design management, with implications for both business success and academic significance.