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A Study on Classification of User Onboarding Factors Using Service Blueprint

Lee, Yoojin and Han, Seohui (2016) A Study on Classification of User Onboarding Factors Using Service Blueprint. In: ADADA 2016 14TH international Conference for Asia Digital Art and Design Association.

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The term onboarding, which mostly used in the business contact referring to organizational socialization, is now often used in the field of user experience design as well. For most of digital product, it is important process to accommodate users of various backgrounds and to fix them of the product. However, so far little is discussed about user onboarding and it is not clear what factor consist of user onboarding mechanism. The aim of the research project therefore been to try and establish what elements are used to onboard users and how those elements could be classified. This research is composed of two parts, case study utilizing service blueprint methodology and classification study based on case study results. For the case study, mobile commerce application was brought into the focus. That was because more abundant onboarding factors were found on them due to complicated user’s tasks and journey placed on commerce service. Service blueprint methodology adopted for the case study is a widely used framework to see the compositions and interactions of service process. With the result of case study, user onboarding elements were classified by their main purpose and expected effect. Finally there were four main types that consist of user onboarding factors.

Item Type: Conference or Workshop Item (Paper)
Subjects: N Fine Arts > N Visual arts
N Fine Arts > N Visual arts > N81-390 Study and teaching. Research
Divisions: Universitas Multimedia Nusantara
Depositing User: mr admin umn
Date Deposited: 13 Mar 2018 02:57
Last Modified: 13 Mar 2018 02:57

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