Designing self-service technologies for e-wellness

Nicholas, Rebekah, Chamorro-Koc, Marianella, Blackler, Alethea, & Beatson, Amanda (2015) Designing self-service technologies for e-wellness. In Popovic, Vesna, Blackler, Alethea, Luh, Ding-Bang, Nimkulrat, Nithikul, Kraal, Ben, & Nagai, Yukari (Eds.) IASDR2015 INTERPLAY Proceedings, The International Association of Societies of Design Research (IASDR), Brisbane, Qld, pp. 2885-2897.

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In the context of an international economic shift from manufacturing to services and the constant expansion of industries towards online services (Sheth and Sharma, 2008), this study is concerned with the design of self-service technologies (SSTs) for online environments. An industry heavily adopting SSTs across a variety of different services is Health and Wellness, where figures show an ever growing number of health and wellness apps being developed, downloaded and abandoned (Kelley, 2014). Little is known about how to enhance people’s engagement with online wellness SSTs to support self-health management and self-efficacy. This literature review argues that service design of wellness SSTs in online contexts can be improved by developing an enhanced understanding from a people perspective and customer experience point of view. Customer value, quality of service, usability, and self-efficacy all play an important role in understanding how to design SSTs for wellness and keep users engaged. There is a need for further study on how people interact and engage with online services in the context of wellness in order to design engaging wellness services.

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ID Code: 92635
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: design, self-service technologies (ssts), self-health management, customer experience, self-efficacy, usability
ISBN: 9780646943183
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Design
Current > QUT Faculties and Divisions > Creative Industries Faculty
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2015 [Please consult the author]
Deposited On: 04 Feb 2016 00:13
Last Modified: 04 Feb 2016 23:52

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