User Experience - Coaching Approach

The presented book provides coaching tools for customer support in the processes of improving the consumption processes of purchased products and services, which, in accordance with the paradigm of postmodern marketing, are oriented towards solving customer problems.The volume presents value chains for customers synthesizing two approaches: digital User Experience (online shopping) and coaching User Experience (customer support in the process of solving his problems). The reader will find here concepts, User Experience models, coaching methods, scenarios, decision cases enabling the client to quickly analyze, research, discover, learn and acquire hidden knowledge and information about the usefulness of products and services.

Inhaltsverzeichnis:

The presented book provides coaching tools for customer support in the processes of improving the consumption processes of purchased products and services, which, in accordance with the paradigm of postmodern marketing, are oriented towards solving customer problems.The volume presents value chains for customers synthesizing two approaches: digital User Experience (online shopping) and coaching User Experience (customer support in the process of solving his problems). The reader will find here concepts, User Experience models, coaching methods, scenarios, decision cases enabling the client to quickly analyze, research, discover, learn and acquire hidden knowledge and information about the usefulness of products and services.Kazimierz Perechuda, Full Professor of Business Management and Business Informatics at the Wroclaw University of Economics and Business.Aus dem InhaltI. Concepts1. Holistic assumptions of the User Experience (UX)2. Linear versus nonlinear experiences3. Magic sp ace4. To have or to use5. UX as freedom or a psychological prison6. Formal and real UX7. Aspect extractions. Contradictions8. Internal and external solutions. Digital shadow value9. Personal searching engine10. Consumer knowledge pyramid11. Service as the meaning field12. Open and closed spheres13. Remembering and forgetting14. Coaching essence15. HappinessII. User Experience Models1. Narrowing process of the product content2. Coaching support3. Loneliness of modern man4. Focusing5. Continuity and discontinuity of the business models6. Coaching as the basis for business model design7. User Experience (UX) and Coaching (C) processes8. Coaching as a tool for the product value chain extension9. External and internal coaching10. User Experience communication problems11. User Experience as an extension of the product life cycle12. Coaching as a product added value13. User Experience as a product internalization tool14. Service User Experience15. Object and process approach in client's problems-solving processes16. Product and process values transformations17. Extension of the product value through UX and coaching18. Creative industries' requirements19. UX as clients freedom extension. Mechanical and creative repetitiveness20. UX and outsourcing21. Outsourcing of ideas. Behavioural UX22. UX and coaching value development23. Communication field: quantitative vs qualitative approach24. UX as product unwrapping - action communication25. Dual and non-dual ontology contradictions26. Product revelation27. Accumulation of experienceIII. Coaching Methods1. Establishing long time relations with clients2. Coaching and UX utility scope3. Extension of the coaching roles4. Improving refrigerator usable processes5. Home life development6. Company's support7. Product or process orientation. House construction8. Mountain house maintenance9. Car washing service10. Problems, processes, resources11. Evaluation of the positive and negative processes12. Reduction procedure of proble ms, processes and resources13. Professional kitchen design14. Garden arrangement and cultivating15. Garden shears16. UX professional language17. UX technical language18. Self-observation19. Emotional and rational buying and usage processes20. Professional shops21. Agriculture shop clients22. Rapid recognition of client's lifestyle. Beauty salon23. Behaviour more important24. Communication field in praxis25. Buying process as UX26. Should the taxi driver talk to his passengers?28. Consumer's personality30. Tire user's opinion valuation31. Garage32. Refrigerator33. Slow and quick consumption34. Arrange your lifestyle by using the product35. Content UX36. User narratives37. Magic space38. Instruction analysis39. Travel iron40. Mobile phone for adults41. SPA search42. Country house UX: object-oriented approach vs process approach43. Advantages and disadvantages of the petrol and electric chainsaw44. Garden