Development of a design probe to reveal customer touch points in the sale of mass customised products

Herd, Kate ORCID logoORCID:, Bardill, Andy ORCID logoORCID: and Karamanoglu, Mehmet ORCID logoORCID: (2009) Development of a design probe to reveal customer touch points in the sale of mass customised products. Design Principles and Practices, 3 (3) . pp. 193-208. ISSN 1833-1874 [Article]

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As mass customisation (MC) increases in both popularity and accessibility, it raises questions as to the nature and notion of the customer co-design experience; what is a ‘co-design experience’, and how can this be best designed for? This paper posits that by its very nature, a co-design experience consists of activities that relate to the co-design of the product via the product configurator (physical store, online store etc), but also that a co-design experience is broader than that, comprising both tangible and intangible elements, and encompassing the entire purchasing experience from the beginning of co-design activity through to the receipt of the customised product and beyond. Traditional research methods will often fail to capture the entirety of this experience. This paper highlights the need for empathic research methods which go beyond current research within the field of MC, and discusses the development of a design probe used to gain insight into co-design experiences.

Item Type: Article
Research Areas: A. > School of Science and Technology > Computer Science > Intelligent Environments group
A. > School of Science and Technology > Design Engineering and Mathematics
Item ID: 4303
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Depositing User: Mrs Sue Black
Date Deposited: 02 Mar 2010 15:23
Last Modified: 30 Nov 2022 01:32

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