The core topic of this course is intelligent customer interaction design, that is, designing customer interactions for great customer experiences (CX). It builds on the course Human-Centered Design 1 (HCD 1).
Students will be introduced to theoretical and practical guidelines and principles for the interaction design and the evaluation of information systems and (e-)services with the customer's needs as primary focus.
Topics covered include:
• human-centered design, service design, user experience design, and their impact on economic success
• techniques of prototyping and evaluation (including digital prototyping and usability testing)
• relevant aspects and theories of psychology and cognitive science for better understanding of customers (e.g. attention and and decision making)