Design Science Lecture 1

The overall experience a customer has with a company, encompassing their thoughts, feelings, and interactions with the brand throughout their journey.

The steps a customer takes when interacting with a brand, from initial awareness to post-purchase engagement.

A moment of interaction between a customer and a brand, like an advertisement, social media post, or customer service interaction.

Touchpoints controlled by the company, like marketing campaigns, loyalty programs, or owned stores.

Touchpoints co-managed by the company and partners, like online marketplaces or multi-channel distribution.

Touchpoints initiated by the customer, like product reviews, social media mentions, or customer support requests.

Touchpoints influenced by external factors, like social media trends, influencer recommendations, or peer reviews.

A visual tool that maps out the customer journey alongside the company's internal processes, helping to understand how the company delivers its service.

The process of transforming user needs, business requirements, and market expectations into a tangible design solution.

The physical surroundings within which service encounters occur, encompassing both interior and exterior aspects of facilities.

A model explaining how stimuli (sensory input) impact an organism's emotions (pleasure, arousal, dominance), leading to a specific response.

A comprehensive framework for understanding how the physical environment of a service influences customer behavior, emotions, and decision-making.

The unconscious, rapid, and emotional system of information processing.

The conscious, slow, and rational system of information processing.

A theory proposing two distinct systems of information processing: System 1 (fast and emotional) and System 2 (slow and rational).

The set of rules, norms, and protocols that govern interactions within a service environment.

A sense of attachment and belonging to a specific location.

Memories and associations linked to a place.

The ideal level of arousal for an individual, where peak pleasure is experienced.

A model that maps emotions based on pleasure and activation levels.

The combination of arousal and dominance to determine pleasure levels.

A theory suggesting humans alternate between motivational states and emotional states.

Shoppers driven by task completion and finding relaxation.

The environment feels spacious and immersive, encouraging freedom of movement and engagement.

The process of designing services that focus on creating emotionally appealing and memorable experiences for customers, often found in industries like theme parks, entertainment, and digital games.

A structured tool used to analyze and design ExS by focusing on the theater model and multi-sensory aspects of customer experience, emphasizing emotional engagement through elements like design and atmosphere.

A set of brands that a consumer is aware of and considers when making a purchasing decision, typically exceeding 20 brands.

The smaller set of brands that a consumer actively considers when making a purchase decision, typically around 7 +/- 2 brands.

The aspects of a service that create a physical, social, and emotional environment for the customer, encompassing tangible elements and intangible experiences.

An extension of the servicescape that incorporates cultural and technological aspects to enhance the overall experience, focusing on creating memorable moments.

A design approach that uses shapes, patterns, and textures inspired by nature to create a sense of connection and well-being for users.

A theory suggesting that exposure to certain environments can restore mental focus and reduce stress by providing a break from daily routines and stimulating effortless attention.

A theory explaining how people perceive objects, events, or actions based on their psychological distance, such as time, social connection, or possibility.

Behavioral interventions that subtly encourage eco-friendly actions.

Focuses on making eco-friendly actions simple and easy to understand.

Appeals to broader, long-term goals and values.

A key principle of persuasion that suggests we are more likely to comply with someone who has done us a favor.

A trigger that activates a desired behavior by making it noticeable, associated with the behavior, and motivating.

A model that explains behavior based on motivation, ability, and trigger.

The idea that high motivation can compensate for low ability and vice-versa, and that a trigger is crucial for any action to occur.