Can gamification improve user experience (UX) of servitization in the financial and construction sector?

Mohammed Soheeb Khan, Vassilis Charissis*, David K. Harrison

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

The monetisation of the provision of consumer services rather than products is advantageous and leads to higher profit margins for the providing companies in comparison to the sole manufacturing of consumer products. This business model has gradually propagated in other areas that could offer customized services to their customers such as consumer electronics and fintech. However, the complexity of these offers could deter the potential customers as it could be difficult to understand and evaluate their benefits. Gamification of these offers is a newly adopted method with limited examples primarily in the manufacturing sector. This work presents the development of a serious game for the explanation of fintech servitization offers for the building construction industry. This work aims to identify the efficiency for improvement of user experience (UX) and behavioural intention of customers towards these offers. The project has been evaluated by ten users representing existing customers. The paper presents the evaluation results and concludes with suggestions for future applications and tentative plan of work for enhancing the application.
Original languageEnglish
Title of host publicationLecture Notes in Computer Science
PublisherSpringer
Pages592-603
Number of pages12
Volume13157
DOIs
Publication statusE-pub ahead of print - 25 Nov 2022
Event24th International Conference on Human-Computer Interaction: User Experience in Virtual Augmented and Mixed Reality (VAMR II) - Virtual, Gothenburg, Sweden
Duration: 26 Jun 20221 Jul 2022
Conference number: 24
https://2022.hci.international/index.html

Publication series

NameLecture Notes in Computer Science
PublisherSpringer
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference24th International Conference on Human-Computer Interaction
Abbreviated titleHCII
Country/TerritorySweden
CityGothenburg
Period26/06/221/07/22
Internet address

Keywords

  • servitization
  • gamification
  • user experience
  • fintech
  • construction industry
  • 3D
  • virtual reality
  • simulation

ASJC Scopus subject areas

  • Human-Computer Interaction
  • Management of Technology and Innovation
  • Business, Management and Accounting (miscellaneous)
  • General Economics,Econometrics and Finance
  • Computer Science Applications

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