Application of the kanseiengineering methodology to improve the incorporation of customer experience requirements in new product development
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Publication Date: | 2012 |
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Format: | Article |
Language: | por |
Source: | Informação & Informação |
Download full: | https://ojs.uel.br/revistas/uel/index.php/informacao/article/view/13458 |
Summary: | Introduction: Designing for the customer experience is increasingly important for the success of new product development (NDP), but two challenges arise: First, the customer experience is determined, not only by the product, but also by the interaction with service(s) within which it may be embedded. Second, the customer experience is formed in all moments of interaction with a product or service. Objective: Specifically in public transportation, the experience provided is holistic in the way that it starts before the actual trip and doesn’t necessarily stop after arriving at the destination. Methodology: The Kansei Engineering method allows for the incorporation of affective reactions and emotions in NPD by indicating which of the product properties evokes which semantic impact, but it does not involve a structured and holistic approach to the study of the customer experience. Results: This paper presents an exploratory extension of the Kansei method which includes an in-depth study of the customer experience and its incorporation in the NPD process. Conclusions: Anapplication to travel experiences was proposed and included the development of new bus concepts. |
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Application of the kanseiengineering methodology to improve the incorporation of customer experience requirements in new product developmentAplicación de la metodología de ingeniería kansei para mejorar la incorporación de as necesidades de experiencia de los clientes en el desarrollo de nuevos productosAplicação da metodologia de Engenharia Kansei para melhorar a incorporação de requisitos de experiência em desenvolvimento de novos produtosExperiência de viagemVeículo de transporteKansei EngineeringCognitivoEmocionalTravel experienceTransportation vehicleKansei EngineeringCognitiveEmotionalExperiencia de viajeVehículoKansei EngineeringCognitivoEmocional Introduction: Designing for the customer experience is increasingly important for the success of new product development (NDP), but two challenges arise: First, the customer experience is determined, not only by the product, but also by the interaction with service(s) within which it may be embedded. Second, the customer experience is formed in all moments of interaction with a product or service. Objective: Specifically in public transportation, the experience provided is holistic in the way that it starts before the actual trip and doesn’t necessarily stop after arriving at the destination. Methodology: The Kansei Engineering method allows for the incorporation of affective reactions and emotions in NPD by indicating which of the product properties evokes which semantic impact, but it does not involve a structured and holistic approach to the study of the customer experience. Results: This paper presents an exploratory extension of the Kansei method which includes an in-depth study of the customer experience and its incorporation in the NPD process. Conclusions: Anapplication to travel experiences was proposed and included the development of new bus concepts. Introducción: Diseñar productosy servicios a la experiencia del cliente escada vez más importante para el éxito del desarrollo de nuevos productos (NPD), pero surgendos problemas: en primer lugar, la experiencia del cliente es no sólo determinada por el producto, si no también por la interacción con el servicio(s) en el que se puede incorporar. En segundo lugar,la experiencia del clientese forma durante todos los momentos de interacción conun producto o servicio. Objetivo: Específicamente en el transporte público, la experiencia es siempre integral, ya que se inicia antes de que el viaje en sí y no termina necesariamente des pués el pasaje rollegar al destino. Metodología: El método de ingeniería Kansei permite la incorporación delas reacciones afectivasy emociones en NPD, lo que indica cuales las propiedades del producto que tienen impacto semántico, pero aún no permite un enfoque estructurado para el estudio de la experiencia general del cliente. Resultados: En este trabajo se presentaun método que utiliza Kansei que incluye un estudio en profundidadde la experiencia del cliente y su incorporación en el proceso de NPD. Conclusiones: Una aplicación concreta fue adaptada à las experiencias de viajen y el desarrollo de nuevos conceptos de autobús. Introdução: Projetar produtos e serviços para a experiência do cliente é cada vez mais importante para o sucesso do desenvolvimento de novos produtos(NPD), mas surgem dois desafios: Em primeiro lugar, a experiência do cliente é determinada não apenas pelo produto, mastambémpela interacçãocom o serviço(s)dentro do qualele podeser incorporado. Em segundo lugar, a experiência do cliente é formada durante todos os momentos de interacção com um produto ou serviço. Objetivo: Especificamente em transportes públicos, a experiência fornecida é holística já que começa antes da viagem propriamente dita e não termina necessariamente depois do passageiro chegar ao destino. Metodologia: O métodode engenharia Kansei permite a incorporação de reacções afectivas e emoções em NPD, indicando quais as propriedades do produto que causam impacto semântico, mas não envolve uma abordagem estruturada e global para o estudo da experiência do cliente. Resultados: Este artigo apresenta uma utilização do método Kansei que inclui um estudo em profundidade da experiência do cliente e da sua incorporação no processo NPD. Conclusões: Foi proposta uma aplicação a experiências de viagem e ao desenvolvimento de novos conceitos de autocarro. Universidade Estadual de Londrina2012-12-15info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://ojs.uel.br/revistas/uel/index.php/informacao/article/view/1345810.5433/1981-8920.2012v17n2p156Informação & Informação; v. 17 n. 2 (2012); 156-1711981-8920reponame:Informação & Informaçãoinstname:Universidade Estadual de Londrina (UEL)instacron:UELporhttps://ojs.uel.br/revistas/uel/index.php/informacao/article/view/13458/pdfCopyright (c) 2021 Informação & Informaçãohttp://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessCarreira, RuiPatrício, LiaNatal, Renato2023-04-15T02:23:52Zoai:ojs.pkp.sfu.ca:article/13458Revistahttps://www.uel.br/revistas/uel/index.php/informacao/indexPUBhttps://www.uel.br/revistas/uel/index.php/informacao/oai||infoeinfo@uel.br10.5433/1981-89201981-89201414-2139opendoar:2023-04-15T02:23:52Informação & Informação - Universidade Estadual de Londrina (UEL)false |
dc.title.none.fl_str_mv |
Application of the kanseiengineering methodology to improve the incorporation of customer experience requirements in new product development Aplicación de la metodología de ingeniería kansei para mejorar la incorporación de as necesidades de experiencia de los clientes en el desarrollo de nuevos productos Aplicação da metodologia de Engenharia Kansei para melhorar a incorporação de requisitos de experiência em desenvolvimento de novos produtos |
title |
Application of the kanseiengineering methodology to improve the incorporation of customer experience requirements in new product development |
spellingShingle |
Application of the kanseiengineering methodology to improve the incorporation of customer experience requirements in new product development Carreira, Rui Experiência de viagem Veículo de transporte Kansei Engineering Cognitivo Emocional Travel experience Transportation vehicle Kansei Engineering Cognitive Emotional Experiencia de viaje Vehículo Kansei Engineering Cognitivo Emocional |
title_short |
Application of the kanseiengineering methodology to improve the incorporation of customer experience requirements in new product development |
title_full |
Application of the kanseiengineering methodology to improve the incorporation of customer experience requirements in new product development |
title_fullStr |
Application of the kanseiengineering methodology to improve the incorporation of customer experience requirements in new product development |
title_full_unstemmed |
Application of the kanseiengineering methodology to improve the incorporation of customer experience requirements in new product development |
title_sort |
Application of the kanseiengineering methodology to improve the incorporation of customer experience requirements in new product development |
author |
Carreira, Rui |
author_facet |
Carreira, Rui Patrício, Lia Natal, Renato |
author_role |
author |
author2 |
Patrício, Lia Natal, Renato |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Carreira, Rui Patrício, Lia Natal, Renato |
dc.subject.por.fl_str_mv |
Experiência de viagem Veículo de transporte Kansei Engineering Cognitivo Emocional Travel experience Transportation vehicle Kansei Engineering Cognitive Emotional Experiencia de viaje Vehículo Kansei Engineering Cognitivo Emocional |
topic |
Experiência de viagem Veículo de transporte Kansei Engineering Cognitivo Emocional Travel experience Transportation vehicle Kansei Engineering Cognitive Emotional Experiencia de viaje Vehículo Kansei Engineering Cognitivo Emocional |
description |
Introduction: Designing for the customer experience is increasingly important for the success of new product development (NDP), but two challenges arise: First, the customer experience is determined, not only by the product, but also by the interaction with service(s) within which it may be embedded. Second, the customer experience is formed in all moments of interaction with a product or service. Objective: Specifically in public transportation, the experience provided is holistic in the way that it starts before the actual trip and doesn’t necessarily stop after arriving at the destination. Methodology: The Kansei Engineering method allows for the incorporation of affective reactions and emotions in NPD by indicating which of the product properties evokes which semantic impact, but it does not involve a structured and holistic approach to the study of the customer experience. Results: This paper presents an exploratory extension of the Kansei method which includes an in-depth study of the customer experience and its incorporation in the NPD process. Conclusions: Anapplication to travel experiences was proposed and included the development of new bus concepts. |
publishDate |
2012 |
dc.date.none.fl_str_mv |
2012-12-15 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://ojs.uel.br/revistas/uel/index.php/informacao/article/view/13458 10.5433/1981-8920.2012v17n2p156 |
url |
https://ojs.uel.br/revistas/uel/index.php/informacao/article/view/13458 |
identifier_str_mv |
10.5433/1981-8920.2012v17n2p156 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://ojs.uel.br/revistas/uel/index.php/informacao/article/view/13458/pdf |
dc.rights.driver.fl_str_mv |
Copyright (c) 2021 Informação & Informação http://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2021 Informação & Informação http://creativecommons.org/licenses/by/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Estadual de Londrina |
publisher.none.fl_str_mv |
Universidade Estadual de Londrina |
dc.source.none.fl_str_mv |
Informação & Informação; v. 17 n. 2 (2012); 156-171 1981-8920 reponame:Informação & Informação instname:Universidade Estadual de Londrina (UEL) instacron:UEL |
instname_str |
Universidade Estadual de Londrina (UEL) |
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UEL |
institution |
UEL |
reponame_str |
Informação & Informação |
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Informação & Informação |
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Informação & Informação - Universidade Estadual de Londrina (UEL) |
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||infoeinfo@uel.br |
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