User Experience, Business Models, and Service Design in Concert: Towards a General Methodological Framework for Value Proposition Enhancement

Jadranka Musulin and Vjeran Strahonja ()
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Jadranka Musulin: Department of Computing and Technology, VERN’ University, 10000 Zagreb, Croatia
Vjeran Strahonja: Faculty of Organization and Informatics, University of Zagreb, 42000 Varaždin, Croatia

Sustainability, 2023, vol. 15, issue 16, 1-30

Abstract: Companies in all businesses need efficient and user-friendly tools for experience design in a fast-paced digitalized world searching for sustainability. Although there are hundreds of methods and models in the interdisciplinary area of experience design, a general methodological framework for capturing the user experience as a personal outcome of the interaction with digitalized products and services into the value proposition of a business model is missing. In this paper, we develop a methodological framework for service design that guides the experience design process, aiming to enrich the value proposition with user experience in a business model. The framework is developed by integrating the fields of user experience design, service design, and business model design based on the notion of service-dominant logic and following design science principles. The framework is evaluated according to the design science methodology by applying multiple case studies in seven small and medium-sized companies in Croatia.

Keywords: user experience; business model; service design; service-dominant logic; design science; case study; methodological framework (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
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